Director of New Patient Experience

Job Description

Job Description

Description:

Come grow with us! Elite DNA Behavioral Health is one of the largest providers of behavioral and mental health services in Florida – and we’re expanding quickly! We believe in providing high-quality, accessible care to our patients and a supportive environment that allows our team to grow professionally.

Full time opening for a Director of New Patient Experience needed for a growing mental health agency in our Fort Myers, FL location.

The Director of New Patient Experience is a strategic operational leader responsible for delivering a seamless, compassionate, and high-performing intake process for new patients across all states served by the organization. This individual oversees both the New Patient Call Center—a blended onshore and offshore operation—and the Care Coordination Team, which conducts the first clinical conversation with new patients and ensures the right entry point into psychiatric services and therapy.

This role is central to ensuring timely access to care, high patient satisfaction, and alignment of care plans from day one. The Director will focus on driving operational excellence, team performance, and patient-first practices that reflect the organization’s mission in behavioral health.

Key Responsibilities:

• New Patient Intake & Scheduling Operations
• Lead the intake and scheduling operations for new patients through oversight of the onshore and offshore call center teams.
• Ensure patients receive timely, accurate, and empathetic service during their first interaction with the organization.
• Manage call center KPIs such as abandonment rate, average speed to answer, booking rate, and time to first appointment.
• Implement and refine scheduling protocols that align with clinical capacity, provider specialties, and regional operational needs.
• Care Coordination Leadership
• Oversee the Care Coordination Team, which conducts the crucial first appointment with each new patient to gather clinical, demographic, and insurance information.
• Ensure Care Coordinators are trained to identify the appropriate psychiatric and/or therapeutic services, setting the tone for each patient’s treatment journey.
• Monitor quality, accuracy, and clinical sensitivity in information collection and initial care planning.
• Collaborate with clinical leadership to ensure care pathways are aligned with best practices and service availability.
• People Leadership & Culture
• Lead a diverse team of intake agents, supervisors, care coordinators, and team leads across multiple locations.
• Foster a high-performance, patient-centered culture grounded in empathy, professionalism, and accountability.
• Provide coaching, development, and performance management to ensure team engagement and effectiveness.
• Process Improvement & Technology
• Identify opportunities to streamline intake workflows, reduce patient friction, and improve access to care.
• Partner with IT, EMR, and telehealth teams to ensure tools and systems support a high-quality intake experience.
• Leverage data analytics to track performance, forecast demand, and drive process innovation.
• Cross-Functional Collaboration
• Work closely with clinical, operations, compliance, and marketing leadership to ensure effective handoffs and continuity of care.
• Support the organization’s growth by scaling intake and care coordination teams for new markets and services.
• Communicate trends, barriers, and recommendations to senior leadership regularly.

Qualifications:

• Minimum of 10 years of leadership experience in a call center, or patient access environment, with at least 5 years in a senior management role.
• Healthcare experience required; behavioral health strongly preferred.
• Demonstrated success managing large, distributed teams—including offshore or vendor partners.
• Strong knowledge of scheduling, workflows, and healthcare operations.
• Proven experience driving innovative technology solutions to optimize workflows, improve efficiency, and enhance patient experience.
• Deep understanding of complex phone and technology stacks, including call center platforms, EMRs, CRM tools, and reporting systems.
• Skilled in coaching, performance management, quality assurance, and service recovery.
• Data-driven mindset with strong analytical and decision-making skills.
• Excellent interpersonal and communication skills; able to influence cross-functional stakeholders.

Preferred Qualifications:

• Experience designing or managing care coordination functions.
• Familiarity with HIPAA and behavioral health intake compliance requirements.
• Bachelor's degree required business or related field, preferred Healthcare Administration.

Benefits:

• 401(k) Matching
• Dental Insurance
• Health Insurance
• Vision Insurance
• 3 Weeks PTO, 1st Yr.
• 7 paid Holidays
• CME's/Elite DNA University

Ability to Commute:

• Fort Myers, FL 33916 (Required)

Ability to Relocate:

• Fort Myers, FL 33916: Relocate before starting work (Required)

Work Location: In person