The Oncology Institute · 2 hours ago
Senior Director, Patient Access & Satisfaction
Cerritos, California, United States
Full-time
Onsite
Director/Executive
$150K/yr - $170K/yr
10+ years expThe Oncology Institute is advancing oncology by delivering highly specialized, value-based cancer care in the community setting. As Senior Director of Patient Access and Satisfaction, you will lead strategies to enhance patient access, scheduling, and experience, ensuring operational scalability and patient satisfaction across the organization.
Health CareHealth DiagnosticsHome Health CareMedicalOncologyPsychology
Responsibilities
Establish and execute the enterprise Patient Access & Experience strategy aligned to organizational growth and patient satisfaction goals
Lead and develop multi-site leadership teams and establish standardized operating models, policies, and performance accountability
Own SOPs, governance, and staffing frameworks to ensure scalability and quality
Oversee inbound and outbound patient communications, new patient scheduling, referral intake, and appointment management
Establish KPIs for access excellence including speed to answer, abandonment, first-contact resolution, and QA results
Drive omnichannel access optimization and continuous quality improvement
Ensure efficient new patient onboarding, referral processing, and scheduling coordination
Reduce time-to-first-appointment while maintaining data integrity and clinical readiness
Standardize intake workflows across all markets
Lead centralized financial counseling supporting estimates, coverage education, and payment options
Ensure compliance with Good Faith Estimate and transparency regulations
Partner with Revenue Cycle to support downstream collections and patient understanding
Oversee medical records intake, scanning, indexing, chart preparation, and release of information
Ensure timely, accurate, and compliant record availability for clinical care and audits
Maintain HIPAA and privacy compliance
Own patient experience metrics including NPS, complaints, and service recovery outcomes
Implement continuous improvement initiatives focused on empathy, communication, and ease of access
Establish escalation and service recovery frameworks
Build dashboards and leading indicators for access, satisfaction, and operational performance
Champion automation, AI-enabled contact center tools, and digital intake solutions
Use data to address access bottlenecks and improve efficiency
Qualification
Required
10+ years of progressive leadership in patient access, patient experience, or healthcare operations
Proven experience managing large, distributed patient-facing teams
Strong understanding of intake, scheduling, financial counseling, and HIM workflows
Bachelor's degree required
Preferred
Master's degree preferred
Company
The Oncology Institute
Founded in 2007, The Oncology Institute (NASDAQ: TOI) is advancing oncology by delivering highly specialized, value-based cancer care in the community setting.
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
$291.5MKey Investors
Deerfield
2025-03-24Post Ipo Equity· $16.5M
2021-11-15Post Ipo Equity· $275M
2021-11-15IPO
Leadership Team
Daniel Virnich
Board Member
Jeffrey Langsam
Chief Clinical Officer
Recent News
2026-01-11
2026-01-10
2026-01-05
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