Director of Centralized Scheduling (Remote)

Overview

Dental Care Alliance (DCA) is seeking a proven Director of Centralized Scheduling to lead and rapidly scale its centralized scheduling operations. This role will have direct oversight of DCA's centralized scheduling team and will be responsible for immediately stabilizing current operations while executing a clearly defined expansion plan in 2026. At present, the Director will lead a team of centralized schedulers and will be accountable for daily operations, scheduling accuracy, quality standards, and team performance. With approved headcount and a mapped growth roadmap already in place, this role will be expected to quickly hire, onboard, and integrate additional schedulers, while building the operational foundation, performance standards, and workflows required to support a significantly larger centralized call center. This position requires an experienced call center leader who is prepared to step into an active operation, apply structure and discipline quickly, and build scalable processes without delay. The Director will work closely with the Senior Director of Schedule Optimization, who retains responsibility for executive reporting, departmental health, and enterprise strategy.

Responsibilities

Centralized Scheduling & Call Center Operations

• Lead the day-to-day operations of the centralized scheduling function, including appointment scheduling, cancellations, rescheduling, and patient communications.
• Ensure consistent and accurate scheduling practices aligned with approved templates, clinical guidelines, and operational standards.
• Maintain daily oversight of scheduling workflows, queues, and escalations to ensure timely resolution and high-quality patient experience.
• Serve as the operational point of accountability for centralized scheduling execution.

People Leadership & Rapid Team Expansion

• Directly manage and coach the centralized scheduling team, holding team members accountable to productivity, quality, and performance expectations.
• Immediately assess current team performance and workflows, implementing structure and improvements as needed.
• Lead hiring, onboarding, and training efforts to support rapid team expansion in 2026.
• Build and formalize scalable team processes, training frameworks, and performance standards to support ongoing growth.

Performance Management & Quality Oversight

• Monitor operational KPIs related to scheduling accuracy, response times, cancellation management, patient access, and call handling performance.
• Implement quality assurance processes, including audits of scheduling accuracy, adherence to approved verbiage, and compliance with scheduling guidelines.
• Identify and address performance gaps through coaching, retraining, or process improvement.
• Serve as the escalation point for complex scheduling issues and patient concerns.

Process, Systems & Optimization

• Collaborate with the Senior Director to implement and maintain standard operating procedures (SOPs) for centralized scheduling.
• Ensure effective day-to-day utilization of scheduling and communication platforms, including Denticon, RavePoint, and Talkdesk.
• Identify operational inefficiencies and recommend workflow or system improvements to enhance efficiency and patient experience.
• Support change adoption related to new tools, scheduling logic, or operational initiatives.

Collaboration & Communication

• Work closely with the Senior Director of Schedule Optimization to align operational execution with departmental priorities.
• Collaborate with internal partners as needed to resolve operational scheduling issues.
• Provide regular operational updates, risks, and improvement opportunities to the Senior Director.

Qualifications

Minimum of 5 years of experience in call center operations, centralized scheduling, patient access, or similar operational leadership roles.

• Demonstrated experience managing people in a call center or centralized service environment.
• Proven ability to step into active operations and quickly establish structure, accountability, and performance standards.
• Experience building or rapidly scaling teams and operational processes.
• Strong operational, execution-focused leadership style.
• Healthcare, dental, or multi-site service organization experience strongly preferred.
• Advanced proficiency in Microsoft 365 tools (Outlook, Teams, Excel, Word).

Preferred Qualifications

• Experience in dental or medical scheduling operations.
• Experience developing SOPs, training programs, and quality frameworks for growing teams.
• Experience using Denticon, RavePoint, and Talkdesk is a plus.
• Proficiency with scheduling systems and contact center platforms.

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