Director of Centralized Scheduling
Share
Job Location:
Sarasota, FL - USA
Monthly Salary:
Not Disclosed
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
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 DCAs 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.
Required Experience:
Director
Key Skills
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing Skills
About Company
Dental Associates of Northern Virginia has 7 dental offices across Northern Virginia to serve you. For more information, contact us today.
