Title:  Executive Director, Patient Support Services

Division:  Ambulatory Operations
Schedule:  Monday to Friday 8 a.m. to 5 p.m.
Work Location:  Houston, TX
Salary Range:  $130,271 to $182,000
FLSA Status:  Exempt
Requisition ID:  11517


Baylor Medicine is an academic multi-specialty medical group practice providing over half a million visits annually at 50 clinics located primarily in and around the Texas Medical Center.  The Patient Support Services Executive Director is responsible for all aspects of how patients enter into clinical services within Baylor Medicine. This includes planning and establishing the overall policies and goals for the delivery of services to patients, as well as directing the teams that carry out the work inclusive of a centralized call center team, dedicated referral management team, and front desk operations within the clinics. The Patient Access team focuses on optimizing the patient and referring providers experience with efficiently, accurately, and compassionately accessing our services.


The ideal candidate will have knowledge of how to maximally use EMR systems, and other patient access and call center support technologies.  Examples may include, but are not limited to: Epic, EpicCare Link, Televox, Nice in Contact, Ring Central, and QGenda.  


This position is eligible for an annual performance-based bonus.

Job Duties

  • Provides leadership over all Patient Access functions (e.g. call center, master schedulers, referral center, registration, front desk, quality assurance, etc. ) to ensure daily operations are maintained according to standard operating procedures.  
  • Models patient centric guidelines in all interactions, and ensure staff are adhering to the patient experience expectations.
  • Optimizes physician office visit templates, decision trees, and other technology to increase access points and maximize visit volumes.
  • Reviews Patient Access performance to ensure timeliness, accuracy, compliance and standards fulfillment as defined in Service Level Agreements and goals.  
  • Manages personnel ratios, assignments and expenses to meet budget expectations.
  • Identifies and implements process improvements to enhance services for the clinics and providers. 
  • Ensures systems support accuracy and security of patient information.
  • Partners with medical directors, clinical administrators and managers to understand data and improve workflows and processes to support the specific needs of primary care and a diverse range of specialty clinics.  
  • Prepares and present trended and summary data to various levels of audiences, including:  Clinic managers, clinic medical directors, department chairs, and administrators. 
  • Collaborates with affiliate hospital and medical group leaders to improve interoperability and enhance referral patterns between organizations.
  • Manages centralized support functions for the medical group including, but not limited to:  Physician scheduling platform; master scheduling functions; and after hours answering service relationship. 

Minimum Qualifications

  • Bachelor’s degree.
  • Fifteen years of directly related experience with five years of supervisory experience.

Preferred Qualifications

  • Master’s degree and eleven years of directly related experience with five years of supervisory experience may also be considered.
  • Knowledge of how to maximally use electronic medical records (EMR) systems, and other patient access and call center support technologies.  Examples may include, but are not limited to: Epic, EpicCare Link, Televox, Nice in Contact, Ring Central, and QGenda.  




Baylor College of Medicine requires employees to be fully vaccinated -subject to approved exemptions-against vaccine-preventable diseases including, but not limited to, COVID-19 and influenza.


Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.