Director of Patient Contact Center Hybrid

** inbound and outbound contact center required**

Hybrid in Arizona.  After training - 2 days office, 3 day hybrid. 

Neighborhood Outreach Access to Health (NOAH) is a Federally Qualified Health Center (FQHC) that offers comprehensive, integrated, and affordable healthcare services to people in need. We serve over 40,000 neighbors with a variety of services, including medical, dental, behavioral health, nutrition, preventive health, eligibility assistance, and health education programs.

At NOAH, we are dedicated to promoting the overall wellness of our employees by fostering a supportive and balanced work environment. We understand the importance of physical, mental, and emotional well-being, and we strive to create a workplace where our team members can thrive both personally and professionally. Join us in making a difference in our community while enjoying a fulfilling and rewarding career.

Job Summary:

The Director of Patient Contact Center provides strategic and operational leadership for NOAH’s centralized patient access, scheduling, and referral management operations. This role is responsible for building and sustaining a high-performing, metrics-driven contact center that ensures timely, efficient, and patient-centered entry into care across all service lines and clinical locations.  

Supervisory Responsibilities:

• Provides direct oversight of contact center leadership, supervisors, and referral operations management.

• Ensures appropriate staffing models and workforce plans aligned with projected patient demand and provider capacity.

• Recruits, hires, develops, and retains high-performing teams.

• Establishes clear performance expectations tied to defined service level and productivity targets.

• Implements structured coaching and performance management frameworks.

• Conducts performance evaluations and addresses performance concerns in alignment with organizational policy.

• Promotes a culture of accountability, professionalism, and service excellence.

Duties/Responsibilities:

• Establish and manage service level targets, including speed of answer, abandonment rate, first call resolution, average handle time (AHT), and scheduling accuracy.

• Develop and monitor real-time, weekly, and monthly performance dashboards for operational and executive review.

• Ensure adherence to defined productivity and quality standards across all contact center teams.

• Implement structured quality assurance programs and continuous performance improvement initiatives.

• Lead workforce forecasting and capacity modeling to align staffing with projected demand, seasonal trends, and provider template availability.

• Optimize scheduling workflows to maximize provider utilization and reduce appointment lag.

• Develop scalable staffing plans to support organizational growth and service line expansion.

• Oversee the full referral lifecycle, ensuring standardized intake, tracking, follow-up, documentation, and closure processes.  Improve referral turnaround times and reduce delays or leakage in care.

• Partner with clinical leadership to ensure referral coordination supports continuity and quality outcomes.

• Lead adoption and optimization of contact center, scheduling, and referral management technologies.  Improve call routing, workflow automation, and system integration in collaboration with IT.

• Leverage data analytics to identify operational bottlenecks and drive measurable improvements.

• Forecast, develop, and manage the department’s operating budget.  Align operational decisions with financial sustainability and organizational performance goals.

• Identify opportunities for cost efficiency while maintaining high-quality patient access.

• Serve as a key operational partner to Clinical, IT, Quality, Finance, and Executive Leadership.

• Present regular performance reports and improvement plans to Executive Leadership.

• Develop annual operational goals aligned with NOAH’s strategic priorities.

• Ensure compliance with regulatory, payer, and FQHC requirements related to access and referral operations.

Required Skills/Knowledge/Abilities: 

• Proven ability to lead cross-functional initiatives in a complex healthcare environment.
• Strong financial acumen and experience managing departmental budgets.
• Advanced analytical and problem-solving skills with ability to translate data into operational improvements.
• Excellent communication skills with ability to influence executive and clinical stakeholders.
• Proficiency in Microsoft Office Suite and contact center performance reporting tools.

Education and Experience:

Required:

• Bachelor’s degree in Healthcare Administration, Business Administration, Public Health, or related field 
• Minimum 5 years of progressive leadership experience in contact center or healthcare access operations.
• Experience directly managing supervisors and frontline teams in a centralized contact center environment.
• Demonstrated experience leading workforce forecasting, service level management, and operational performance improvement initiatives. 

Preferred:

• Master’s degree in Healthcare Administration, Business Administration, Public Health, or related field.
• Experience managing teams of 25 FTE.
• Experience in an FQHC, community health center, ambulatory care, or integrated healthcare system.
• Experience implementing structured coaching and quality improvement programs.

Other Requirements: 

• New Hires are required to pass pre-employment background check and drug testing (effective 11/1/2022).