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

• 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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