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Corporate Director Patient Contact Center - Orlando Health Medical Group


Corporate Director Patient Contact Center - Orlando Health Medical Group

Orlando Health is seeking a Corporate Director Patient Contact Center who will be responsible for the planning, launch and operational excellence of the regions first healthcare centralized contact center and provider capacity management for Orlando Health Medical Group (OHMG). OHMG serves over 2.7 million outpatient lives.

Core duties include management and leadership of processes for the continuous improvement of the patient experience. This includes optimizing patient access to our health care providers in a scheduling platform that includes traditional as well as online scheduling. Tactical emphasis is on delivering an exceptional patient experience with each patient encounter, quality management, workforce planning, recruiting, coaching and training. Performance metrics include patient and family satisfaction, call efficiency, low abandonment rate, staffing utilization, provider, patient template optimization, and financial performance. A commitment to excellence is demonstrated through continuous associate development programs enhancing patient and family service, associate engagement, knowledge, skills, and morale. The Directors success is measured by the organizations ability to provide patient access to our health care providers while meeting or exceeding Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.

The ideal candidate should demonstrate a metric centered mindset and passion for engaging with patients, team members, and community in a meaningful and relational way.


Bachelors degree is required




Five (5) years of experience

Essential Functions

Provides leadership in development of a centralized patient access platform within OHMG, and in accordance with the strategic imperatives for Orlando Health, Inc.

Identify, develop, gain consensus, implement and lead financially viable business plans and organizational models related to new and existing programs relevant to OHMG wide Patient Registration & Scheduling, Referral Management, Provider Capacity Management and Clinical Triage initiatives, both within the medical group and community provider groups in support of growth opportunities.

Develop well-defined and comprehensive business plans that outline short and long-term growth objectives and detail strategic and tactical initiatives relevant to optimizing patient access to our health care providers.

Optimize patient registration and scheduling platforms to include traditional and online platforms to ensure the organization is capturing all patient populations through their preferred method of scheduling.

Facilitate and build relationships with existing and new referring physicians in collaboration with Business Development, Network Operations and Clinical Operations to remove barriers and to ensure ease of use to all OHMG practice locations.

Recruit and retain talented and experienced multidisciplinary teams to develop patient access assessments, collaborate with affected departments and implement and monitor changes.

Coordinate efforts with Operations, Information Technology and Systems, and Telecommunication administrators to maintain a dynamic contact center platform for the medical group.

In partnership with Executive, Physician and Administrative Leadership throughout Orlando Health; lead the integration of the Access to Care centers vision, mission and strategic plan into all aspects of the Orlando Health Way.

Collaborate effectively with physician and operations leaders to ensure optimal utilization of provider time in the ambulatory space.

Regularly monitors department performance as it relates to established metrics and reports and implements countermeasures when necessary.

Provide monthly reports as it relates to agree upon metrics to Executive and Site Practice Administrators.

Utilize external and internal benchmarks to focus on establishing and maintaining appropriate staffing levels, scheduling system efficiencies, and new scheduling platforms to ensure access and efficiency is maintained.

ADDRESS: 1401 Lucerne Terrace Orlando FL


Orlando Health is one of Florida's most comprehensive private, not-for-profit healthcare networks, and is based in Orlando, FL. Our facilities, advanced medical treatments and procedures, and highly qualified staff have distinguished Orlando Health as a healthcare leader for nearly two million Central Florida residents and 10,000 international visitors annually. Click here to learn more about Orlando Health.

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