Associate Director Shared Services

ORGANIZATION INFORMATION:

Established in 1984, Equitas Health is a regional not-for-profit community-based healthcare system and federally qualified community health center look-alike. Its expanded mission has made it one of the nation’s largest HIV/AIDS, lesbian, gay, bisexual, transgender, and queer/questioning (LGBTQ+) healthcare organizations. With 22 offices in 12 cities, it serves more than 67,000 individuals in Ohio, Kentucky, and West Virginia each year through its diverse healthcare and social service delivery system focused around: primary and specialized medical care, retail pharmacy, dental, behavioral health, HIV/STI prevention, advocacy, and community health initiatives.

SALARY: $98,500-$118,200

BENEFITS:

POSITION SUMMARY:
The Associate Director of Shared Services provides organization-wide operational oversight for centralized healthcare support functions, including Call Center Operations, Referrals, Prior Authorizations, Pre-Registration, and other ancillary shared services. This role is responsible for developing and executing strategies that improve patient access, optimize workflows, enhance operational efficiency, and support exceptional patient experiences across Equitas Health.

The Associate Director serves as a leader for access-related operations, including template management, access analytics, regulatory compliance, quality improvement initiatives, and process standardization. This position collaborates closely with clinical, operational, and shared services director to align provider capacity with patient demand, improve patient throughput, reduce delays in care, and ensure effective service delivery across health centers and ancillary departments.

The Associate Director is accountable for achieving key performance metrics, supporting organizational growth initiatives, maintaining compliance with applicable regulatory requirements, and leading teams in the delivery of high-quality, patient-centered services.

ESSENTIAL JOB FUNCTIONS:

• Providing leadership, supervision, coaching, and performance management for Shared Services staff and leaders.
• Building collaborative relationships with internal and external stakeholders.
• Utilizing computer applications and automated systems, including Epic (EMR), Microsoft Office applications, reporting platforms, and analytics tools.
• Traveling between organizational locations as needed and maintaining reliable transportation.
• Driving process improvement initiatives and organizational standardization efforts.
• Monitoring operational, quality, access, and compliance metrics and implementing corrective actions as needed.
• Supporting organizational growth, provider onboarding, and service expansion initiatives.
• Analyzing operational data and translating findings into actionable recommendations for leadership.

MAJOR AREAS OF RESPONSIBILITIES:

• Provide leadership, coaching, and performance oversight across all access functions
• Lead the development and execution of system-wide access strategies
• Align call center, referral, authorization, and pre-registration functions under a unified access model
• Identify opportunities to improve patient throughput, reduce delays, and enhance patient experience
• Partner with clinical leadership to align provider capacity with patient demand
• Ensure templates are optimized for access, utilization, and operational efficiency
• Oversee all access-related datasets and reporting
• Define and monitor key metrics such as: Days to third next available appointment, Template utilization and fill rates, Access lag and capacity gaps
• Translate data into actionable insights for leadership and operational teams
• Drive standardization across all access-related workflows
• Partner with IT and shared services teams to improve systems and reporting tools
• Implement best practices across scheduling, intake, and access management
• Serve as the bridge between operations, clinical leadership, and workgroups/subcommittees
• Support growth initiatives, provider onboarding, and service expansion
• Act as the senior escalation point for access-related challenges
• Identify opportunities to improve patient throughput, reduce wait times and delays, and enhance the overall patient experience.
• Other duties as assigned

EDUCATION/LICENSURE:

• Bachelor’s degree or equivalent experience required
• 5-8 + years in patient access, scheduling or healthcare operations
• Experience managing provider templates and access analytics
• Demonstrated leadership in process improvement and operational strategy

Knowledge, Skills, Abilities and other Qualifications:

• Strategic thinking and execution
• Advanced analytics and data interpretation
• Healthcare access optimization expertise
• Stakeholder influence and leadership
• Process design and governance
• Experience with EPIC or other Electronic Health Record
• Proficiency with Microsoft Office (Access, Excel, Word and Outlook).
• Must have sensitivity to, interest in and competence in cultural differences, HIV/AIDS, minority health, sexual practices, and a demonstrated competence and interest in working with persons of the transgender community or non-gender conforming community.
• Regular and predictable attendance is required.
• Must have reliable transportation and valid driver’s license.

 OTHER INFORMATION:

Background and reference checks will be conducted. In accordance with Equitas Health’s Drug-Free Workplace Policy, pre-employment drug testing will be administered.  Hours may vary, including working some evenings and weekends based on workload.  Individuals are not considered applicants until they have been asked to visit for an interview and at that time complete an application for employment.  Completing the application does not guarantee employment. EOE/AA