What are the responsibilities and job description for the Director of Patient Access position at Michigan Orthopaedic Surgeons PLLC?
Who We Are
As the largest and most comprehensive orthopaedic team in the state, we’ve combined the medical expertise of the state’s finest orthopaedic and musculoskeletal surgeons, specialists, and research pioneers. And along the continuum of care, every provider we work with feels a compelling commitment to leadership in education, innovation and research, as well as a dedication and desire to put each patient first.
Why Join Us?
Interested in orthopaedics? See why it’s worth it. Our career opportunities come with competitive salaries, outstanding benefits and a platform to do the work you love. And as the largest and most comprehensive orthopaedic team in Michigan, we’re looking for skilled and enthusiastic individuals to apply today.
Position Summary
The Director of Patient Access provides strategic and operational leadership for all Patient Access Center functions across Michigan Orthopaedic Surgeons. This role oversees appointment scheduling, referral coordination, access triage, call center operations, and access system infrastructure to ensure an exceptional and efficient patient experience. The Director drives alignment across sites, standardizes workflows, and partners with clinical, IT, and revenue cycle teams to deliver measurable improvements in access, communication, and performance outcomes. The Director also fosters a positive, collaborative environment that empowers staff, and supports a culture of service excellence.
Access Strategy & Performance Oversight
- Establishes and leads the enterprise-wide access strategy.
- Monitors key performance indicators (KPIs) including call performance, scheduling utilization, referral turnaround time, and patient satisfaction.
Operational Leadership
- Directs daily operations of the Patient Access Center, ensuring consistency in scheduling protocols, system integrity, and patient communication.
- Oversees department workflows related to scheduling, referral management, and Auto/Workers’ Compensation scheduling.
Cross-Functional Collaboration
- Partners with clinical departments, IT, and the Revenue Cycle team to optimize access systems, provider templates, and scheduling logic.
- Collaborates closely with executive and physician leaders to ensure timely and accurate patient access across all service lines.
Process Improvement & Standardization
- Identifies opportunities to streamline workflows, reduce errors, and eliminate access barriers.
- Implements department-wide quality assurance programs and ensures ongoing process evaluation.
Team Leadership & Development
- Leads and mentors the Patient Access Center leadership team, fostering a culture of accountability, communication, and professional growth.
- Oversees staffing plans, performance reviews, and development pathways for Leads, Senior Coordinators, and frontline staff.
Data-Driven Decision-Making
- Utilizes reporting dashboards and analytics to assess call center efficiency, referral volume, and scheduling trends.
- Present insights and recommendations to executive leadership to drive operational improvements.
Education, Experience, Licenses, and Certifications
- Bachelor’s degree in Healthcare Administration, Business, or related field required.
- Master’s degree preferred.
- Minimum of 7 years of progressive leadership experience in patient access, scheduling, or healthcare operations.
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