Director, Access Operations

Primary Job Responsibilities

• 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
• Maintains performance monitoring 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
• Maintains performance monitoring 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 IMPLEMENT 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-TIME 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
• IMPLEMENT SOLUTIONS THAT ENHANCE SERVICE DELIVERY WHILE MAINTAINING OPERATIONAL EFFICIENCY

Required Education and Experience

• 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
• Preferred 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