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Vice President, Scheduling and Call Center

Location: Chicagoland (Relocation Available)
Team Size: ~500 (including offshore support)

This role is with one of the largest multi-specialty physician groups in the country. As they continue to expand, they are seeking a strategic and operations-focused Vice President of Scheduling and Call Center to lead a large-scale, multi-site patient access and scheduling function.

This executive will be responsible for designing and leading a modern, efficient, and high-performance scheduling and contact center model that supports our growing physician enterprise. You’ll collaborate closely with operational leaders and front-line teams to unify call workflows, ensure timely patient access, and drive continuous improvement across technology, staffing, and service quality. This is a high-impact role that will directly shape the patient experience for tens of thousands of individuals each week.

Key Responsibilities

• Lead & Evolve Enterprise Scheduling Operations
  Oversee and optimize the organization’s patient scheduling and contact center operations across multiple geographies and vendor partners, including both onshore and offshore teams.

• Set the Strategic Direction
  Own and execute the strategic roadmap for access and scheduling services—including process design, workforce planning, technology enablement, quality assurance, and performance management.

• Enhance Connectivity Across Sites
  Redesign workflows, call routing protocols, and escalation paths to ensure seamless communication and operational alignment between local offices and central access teams.

• Oversee Technology Implementation
  Lead the rollout and optimization of the new enterprise-wide phone system (Nice), and support future upgrades and system integrations.

• Build & Develop High-Performing Teams
  Manage and mentor a diverse leadership team, including directors, managers, supervisors, and vendor partners. Promote a culture of accountability, service, and continuous improvement.

• Cross-Functional Collaboration
  Partner with Clinical Operations, Revenue Cycle, IT, and Site Leadership to address pain points, eliminate bottlenecks, and build scalable, patient-centric workflows.

• Leverage Data to Drive Results
  Use KPIs and performance dashboards to track service levels, identify trends, and ensure execution of quality, access, and efficiency goals.

• Support Growth & Expansion
  Play a key role in future integration efforts, onboarding new regions, and expanding service lines into the centralized model.

Qualifications

• Bachelor’s degree required; Master’s degree strongly preferred.

• 10+ years of progressive leadership experience in patient access, scheduling, or contact center operations—preferably in a healthcare provider or multi-site clinical environment.

• Proven success in building or transforming enterprise contact center or shared service operations.

• Experience managing offshore/nearshore resources and implementing call center technologies.

• Deep understanding of call center KPIs, service level metrics, quality assurance programs, and best practices in patient access.

• Skilled in change leadership, team development, and driving results in a complex, fast-paced organization.

• High emotional intelligence (EQ), exceptional communication skills, and a strong commitment to service excellence.

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