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Director of Centralized Scheduling (Remote)

March 7, 2026

About the position 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 • 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. • 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. • 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. • 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. • 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. Requirements • 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 arenaflex 365 tools (Outlook, Teams, Excel, Word). Nice-to-haves • 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. Apply tot his job

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...