Director of Patient Experience and Scheduling

Position Summary
The Director of Patient Experience & Scheduling is a senior operational leader responsible for designing, standardizing, and continuously improving all non-clinical patient access and scheduling functions across Resolve Pain Solutions. This role ensures that every patient interaction—from first call or online request through appointment check-in—is timely, consistent, and reflective of Resolve’s patient-first culture. Key Responsibilities
- Patient Experience Leadership Develop and implement strategies that elevate the patient experience across all scheduling and access touchpoints.
- Standardize service expectations, workflows, and training for front desk and call center teams.
- Collaborate with clinical, marketing, and operational leaders to reinforce a patient-first culture.

- Scheduling Optimization Oversee scheduling practices across phone, online, and EMR platforms.
- Lead centralized or regionally optimized scheduling models.
- Partner with IT and RCM to minimize scheduling-related denials or delays.

- Team Leadership & Development Lead and mentor front desk managers, call center leads, and schedulers.
- Establish and drive KPIs and performance dashboards.
- Partner with HR on hiring, onboarding, and retention.

- Systems & Technology Optimize scheduling and patient communication tools.
- Identify and resolve patient access gaps.

- Cross-Functional Collaboration Partner with clinical operations, revenue cycle, marketing, and compliance.
- Support de novo openings and integrations

Qualifications
- Bachelor’s degree in healthcare administration, business, or a related field (or equivalent experience).
- 7+ years of progressive leadership experience in patient access, scheduling, call center operations, or front office management within a multi-site healthcare organization.
- Demonstrated success leading distributed teams and implementing standardized workflows at scale.
- Strong analytical skills with experience building and managing KPIs and performance dashboards.
- Experience working with EMRs and scheduling systems in a complex clinical environment.
- Experience in specialty healthcare, physician practice management, or value-based care environments.
- Experience designing or leading centralized scheduling or access center models.

- Familiarity with revenue cycle workflows, prior authorizations, and scheduling-related denial prevention.