Job Overview & Responsibilities:
The Regional Manager, Patient Access – Regionalized Scheduling will oversee region-level scheduling operations across a defined geographic area. This leader ensures consistent execution of centralized scheduling workflows, service standards, and operational KPIs to deliver a best-in-class patient experience. Supporting the Director, this role drives performance, coaching, and adoption of regionalized scheduling processes across all clinics within the assigned region.
Essential Functions:
- Leadership & Team Management:
- Lead, coach, and develop district-level scheduling supervisors and staff across the assigned region.
- Conduct regular check-ins, performance evaluations, and skill development plans.
- Cascade enterprise and division-level goals, ensuring alignment with organizational KPIs.
- Foster a culture of accountability, collaboration, and patient-first service.
- Operational Oversight:
- Oversee day-to-day scheduling operations, including appointment booking, template management, and adherence to standardized workflows.
- Ensure consistent execution of scripts, scheduling protocols, and documentation requirements across all clinics.
- Monitor regional compliance with scheduling accuracy, service level agreements, and productivity standards.
- Identify operational gaps and partner with district and clinic leaders to resolve them.
- Patient Experience & Satisfaction:
- Ensure all scheduling interactions reflect a patient-centered philosophy and deliver a warm, accurate, and proactive experience.
- Review patient complaints, delays, and feedback to drive improvements and close service gaps.
- Partner with scheduling supervisors and clinical operations leaders to remove obstacles impacting timely scheduling and patient readiness.
- Process Improvement & Compliance:
- Track and report regional KPIs, including call volumes, wait times, scheduling completion rates, and template utilization.
- Use data to identify trends, workflow issues, and opportunities to increase efficiency and minimize delays.
- Recommend and implement best practices originating from enterprise, division, or regional pilots.
- Ensure compliance with privacy regulations, payer requirements, and internal quality standards.
- Collaboration & Reporting:
- Partner with clinic managers, district managers, regional clinical operations, and centralized access teams to ensure seamless coordination of scheduling activities.
- Serve as the primary operational link between regional operations and the Director.
- Participate in workgroups, pilots, and change initiatives to scale improvements across the practice.
- Training and Development:
- Deliver training, onboarding, and ongoing competency development for scheduling staff.
- Reinforce workflow standardization, documentation accuracy, and patient communication excellence.
- Identify skill gaps and collaborate with enterprise training teams when needed.
- Strategic and Administrative Duties:
- Support regional workforce planning, staffing models, and scheduling coverage for scheduling roles.
- Provide regular status updates, performance summaries, and improvement plans to the Director.
- Lead local change management as new tools, processes, and technologies are deployed.
Qualifications & Pay Range:
Required Skills & Abilities
- Strong working knowledge of scheduling protocols, template management, and call center workflows.
- Proven ability to coach teams, manage performance, and implement standardized processes.
- Excellent interpersonal communication, analytical, and problem-solving skills.
- Experience with Epic or similar HER platforms strongly preferred.
Required Credentials
- Bachelor’s degree in Healthcare Administration, Business, Finance, or related field (or equivalent experience)
- 5+ years of progressive experience in patient access, call center operations, or healthcare scheduling.
- 2+ years of supervisory experience preferred, ideally in multi-site or geographically distributed settings.
Remote Requirements
- Remote role requiring consistent attendance and schedule adherence.
- Constant use of computer systems, telephony platforms, and EMR software.
- Ability to sit for extended periods and perform repetitive tasks.
Company Overview:
Expanding Access to Quality Care
At PT Solutions, we’re more than colleagues; we’re a tight-knit community united in our mission to expand access to quality care. Our commitment to you is evident in our industry-leading professional development opportunities. From ongoing evidence-based clinical education to dedicated mentorship opportunities and an APTA-accredited Orthopaedic Residency Program, we propel our clinicians toward excellence in physical therapy, occupational therapy, speech-language pathology, and athletic training.
As we aim to be the go-to rehabilitation provider, we seek committed professionals eager to join us in that mission. A career with PT Solutions is an opportunity to shape the industry and make a lasting impact.
Let’s go further together and transform care. Join the #PTSLife today!
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