Director, Access Operations
- Owns patient access operations across all channels, including phone, digital, referral, and triage-integrated pathways
- Leads operational execution of access workflows, ensuring consistency, efficiency, and alignment with established frameworks
- Drives performance across access functions, ensuring patients receive timely and appropriate access to care
- Establishes operational priorities, standards, and expectations aligned with organizational goals
- Owns performance outcomes across access operations, including speed to care, utilization, continuity, and patient experience
- Monitors key performance indicators and implements operational improvements to address gaps and drive results
- Ensures sustainability of scheduling templates, workflows, and operational processes
- Leads continuous improvement efforts to optimize efficiency, access, and service delivery
- Leads contact center and referral operations, including staffing models, capacity planning, and service level performance
- Establishes operational processes that support high-quality, responsive patient access
- Monitors performance and adjusts staffing and workflows to meet demand and service expectations
- Ensures seamless coordination across access channels
- Partners with clinicians to identify access barriers and implements practical, operational solutions
- Serves as a visible, in-person leader across practices, building strong relationships with clinicians and teams
- Aligns operational execution with clinician workflows and practice needs while maintaining organizational consistency
- Advances adoption of access workflows and operational standards across practices
- Partners with Access Enablement to operationalize technology, systems, and workflows into day-to-day operations
- Collaborates with nursing leadership to integrate and evolve triage workflows within access operations
- Ensures alignment across clinical, operational, and enablement teams to support effective access delivery
- Leads implementation of operational changes and ensures successful adoption
- Designs, tests, and scales enhanced access models, including concierge and differentiated service offerings
- Evaluates opportunities to improve patient experience and access through operational innovation
- Implements solutions that enhance service delivery while maintaining operational efficiency
- Provides full people leadership for team(s), department(s), or manager(s), including hiring, performance management, coaching, corrective action, and terminations
- Sets departmental priorities and aligns team performance with organizational goals
- Develops leaders and team members to build capability, accountability, and engagement
- Holds teams accountable for operational outcomes and service performance
- Establishes a culture of accountability, operational excellence, and continuous improvement
Required
- 8–10+ years of leadership experience in ambulatory operations, patient access, or related areas
- Demonstrated experience leading operational teams and driving performance outcomes
- Strong experience partnering with clinicians to improve workflows and operational performance
- Experience in contact center operations, centralized access, or similar environments
- Experience with patient access technologies and scheduling systems (e.g., Athenahealth)
- Experience integrating triage or clinical workflows into access operations
- Bachelor’s degree or equivalent experience
- Work consistently requires walking, standing, sitting, lifting, reaching, stooping, bending, pushing, and pulling.
- Must be able to lift and support weight of 35 pounds.
- Ability to concentrate on details.
- Use of computers for long periods of time.
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