Director of WFM & Call Center Technology

The Director of WFM & Call Center Technology will be charged with the designing, building, and leading a WFM function from the ground up. This leader will develop a team responsible for optimizing efficiency across holistic patient access operations, identifying and implementing best-in-class technology solutions, and setting the standard for operational excellence. Over time, this role will partner closely with clinical operations to enhance scheduling efficiency and support growth initiatives.

Essential Functions

• Leadership & Team Management:
  • Build, lead, and mentor a high-performing WFM and call center technology team.
  • Establish clear roles, responsibilities, and performance expectations for the team.
  • Foster a culture of innovation, accountability, and continuous process improvement.
• Operational Oversight:
  • Design and implement WFM strategies for call centers and patient access operations.
  • Monitor real-time call center metrics, staffing, and scheduling to optimize efficiency.
  • Establish and maintain key performance indicators (KPIs) for operations, staffing, and technology utilization.
• Patient Experience & Satisfaction:
  • Ensure workforce and technology strategies contribute to a positive patient experience by reducing wait times and improving access.
  • Identify and implement solutions that enhance patient flow and satisfaction.
• Process Improvement & Compliance:
  • Analyze operational workflows to identify inefficiencies and implement process improvements.
  • Ensure all technology and workforce management processes comply with regulatory and organizational requirements.
  • Promote standardization and best practices across all patient access channels.
• Collaboration & Reporting:
  • Partner with patient access leadership, clinical operations, and IT to align technology and workforce strategies with organizational goals.
  • Provide executive reporting on staffing, scheduling efficiency, call volumes, and performance metrics.
  • Serve as a liaison for technology vendors and internal stakeholders to ensure effective implementation and adoption.
• Strategic Planning & Development:
  • Identify, evaluate, and implement best-in-class workforce management and call center technology solutions.
  • Develop long-term strategies to optimize patient access operations and drive scheduling efficiency.
  • Anticipate future operational needs and implement scalable solutions to support growth.
• Other duties and special projects as assigned
• Travel Requirement: Up to 25% travel may be required, as needed.

Required Skills & Abilities

• Proven experience building WFM functions or call center technology teams from the ground up.
• Strong analytical, problem-solving, and data-driven decision-making skills.
• Excellent communication, negotiation, and stakeholder management skills.

Required Credentials

• Bachelor’s degree in Business, Healthcare Administration, Information Technology, or related field (Master’s preferred).
• 10+ years of progressive experience in WFM, call center operations, or healthcare access technology.
• Experience with Epic, call center technology platforms, and workforce management tools strongly preferred.

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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