UNIV - Director of Patient Access - College of Dental Medicine

Job Description Summary

The Director of Patient Access is responsible for overseeing all patient access operations within the College of Dental Medicine (CDM) clinics. This includes leadership and management of the Patient Service Representatives (PSRs) at clinic front desks, the Referral Coordinators, the Operating Room (OR) Scheduling Coordinators, and the Contact/Call Center team. This role also provides oversight for the Manager of Student Patient Care Coordinators, ensuring coordination between student educational needs and patient access operations. The Director ensures that all patient access processes—from scheduling and registration to referral management and call center operations—support a high-quality patient experience and clinic efficiency. This position reports directly to the Senior Director of Clinical and Administrative Operations.

Entity

Medical University of South Carolina (MUSC - Univ)

Worker Type

Employee

Worker Sub-Type​

Classified

Cost Center

CC001135 CDM Dental Teaching Clinic

Pay Rate Type

Salary

Pay Grade

University-08

Pay Range

69,764.00 - 99,421.00 - 129,077.000

Scheduled Weekly Hours

40

Work Shift

Job Description

35%: Leadership and Staff Management

• Directly supervise and support managers overseeing Patient Service Representatives (PSRs), Referral Coordinators, OR Scheduling Coordinators, and Contact Center staff. 

• Ensure appropriate staffing levels, training, and performance management across all patient access points. 

• Promote a culture of accountability, customer service excellence, and continuous improvement among all access teams. 

• Provide leadership and coaching to managers to ensure the delivery of consistent, high-quality service to patients, students, and faculty. 

• Provide strategic oversight for student-patient assignment processes and support the academic mission by ensuring Student Patient Care Coordinators are effectively tracking student progress toward graduation requirements. 

30%: Patient Access Operations and Process Improvement  

• Oversee day-to-day operations related to patient scheduling, registration, referrals, OR scheduling, and call center management across all clinical locations. 

• Standardize and optimize workflows, policies, and procedures to enhance patient access, reduce wait times, and support clinic revenue cycle needs. 

• Identify and implement process improvements and technology enhancements to streamline access and communication with patients. 

• Collaborate with clinic directors and educational leadership to ensure access operations meet the needs of clinical care and student education. 

20%: Patient Experience and Service Excellence  

• Establish and monitor service quality standards for all patient access touchpoints. 

• Respond to and resolve escalated patient complaints related to scheduling, referrals, or front desk services. 

• Use patient satisfaction surveys and feedback mechanisms to guide access improvements. 

• Support initiatives that promote equity, inclusion, and accessibility in patient communication and access services. 

15% Reporting, Compliance, and Communication

• Ensure accurate data collection and reporting related to scheduling metrics, call center volume, referral turnaround, and access KPIs. 

• Ensure compliance with HIPAA, patient privacy, and institutional access standards. 

• Communicate regularly with the Senior Director of Clinical and Administrative Operations regarding access operations, risks, and opportunities. 

• Participate in clinic operations meetings, quality improvement committees, and training initiatives as needed. 

Additional Job Description

Minimum Requirements: A bachelor's degree and five years relevant experience in administrative services, public administration or business management. Physical Requirements: (Note: The following descriptions are applicable to this section: Continuous - 6-8 hours per shift; Frequent - 2-6 hours per shift; Infrequent - 0-2 hours per shift) Ability to perform job functions in an upright position. (Frequent) Ability to perform job functions in a seated position. (Frequent) Ability to perform job functions while walking/mobile. (Frequent) Ability to work indoors. (Continuous) Ability to work outdoors in all weather and temperature extremes. (Infrequent) Ability to work in confined/cramped spaces. (Infrequent) Ability to perform job functions from kneeling positions. (Infrequent) Ability to squat and perform job functions. (Infrequent) Ability to perform 'pinching' operations. (Infrequent) Ability to fully use both hands/arms. (Frequent) Ability to perform repetitive motions with hands/wrists/elbows and shoulders. (Frequent) Ability to reach in all directions. (Frequent) Possess good finger dexterity. (Continuous) Ability to maintain tactile sensory functions. (Continuous) Ability to lift and carry 15 lbs., unassisted. (Infrequent) Ability to lift objects, up to 15 lbs., from floor level to height of 36 inches, unassisted. (Infrequent) Ability to lower objects, up to 15 lbs., from height of 36 inches to floor level, unassisted. (Infrequent) Ability to push/pull objects, up to 15 lbs., unassisted. (Infrequent) Ability to maintain 20/40 vision, corrected, in one eye or with both eyes. (Continuous) Ability to see and recognize objects close at hand. (Frequent) Ability to see and recognize objects at a distance. (Frequent) Ability to determine distance/relationship between objects; depth perception. (Continuous) Good peripheral vision capabilities. (Continuous) Ability to maintain hearing acuity, with correction. (Continuous) Ability to perform gross motor functions with frequent fine motor movements. (Frequent)

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

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