Director of Care Access

Roles & Responsibilities

• Own end-to-end performance of the patient access funnel (referral → scheduled → kept appointment), including accountability for achieving daily, weekly, and monthly intake targets, conversion goals, speed-to-contact expectations, and appointment completion metrics while continuously improving funnel performance and identifying opportunities to increase access
• Use operational dashboards and funnel metrics to monitor performance, identify trends, evaluate team effectiveness, and proactively address barriers impacting patient access and organizational goals
• Forecast intake performance using referral volume, conversion trends, staffing capacity, and operational metrics to identify risks, optimize resources, and implement plans to achieve daily, weekly, and monthly targets
• Lead daily operations of the Care Access team, ensuring consistent execution, adherence to standards, and timely issue resolution
• Build and maintain a coaching-first environment through regular 1:1s, performance reviews, quality audits, and documented development plans
• Review patient interactions, quality metrics, and performance trends to provide timely coaching, reinforce best practices, and improve both patient experience and conversion outcomes
• Manage and develop Team Leads and frontline staff, including hiring, onboarding, training, and career progression planning
• Establish and enforce operating rhythms (daily huddles, weekly reviews, monthly performance reporting) tied to key funnel metrics
• Maintain visibility into the patient access pipeline to ensure timely progression of every referral through scheduling and completed first appointment
• Monitor individual and team performance, establish clear performance expectations, recognize high performers, and implement coaching and accountability plans to address performance gaps
• Define and maintain speed-to-contact expectations, follow-up standards, and quality benchmarks for all patient interactions
• Monitor key operational metrics—including speed-to-contact, conversion, scheduled appointments, kept appointments, and overall funnel performance—to ensure organizational targets are consistently achieved
• Ensure consistent, timely, and accurate communication with patients and referring providers, including closing the loop on all inquiries and referrals
• Identify process gaps or inefficiencies in the access workflow and lead continuous improvement initiatives that improve referral-to-scheduled and scheduled-to-kept conversion, increase operational efficiency, and enhance the patient access experience
• Partner with leadership to develop and refine performance incentives, workflows, and operational tools that improve productivity, quality, patient experience, and access outcomes
• Maintain strong on-the-floor presence to reinforce accountability, provide real-time coaching, and support team engagement

Qualifications

• Bachelor’s degree in Business, Management, or a related field preferred; equivalent combination of education and experience may be considered
• 5+ years of experience leading high-volume, metrics-driven teams (e.g., sales, patient access, admissions, contact center, or care coordination)
• 2+ years of experience managing frontline leaders (Team Leads, Supervisors, or equivalent)
• Demonstrated success improving conversion rates, speed-to-contact, and overall funnel performance
• Experience building and scaling teams in a fast-paced, growth-oriented environment
• Strong background in performance management, coaching, and developing employees in a structured, accountability-driven setting
• Demonstrated ability to use operational data and performance metrics to drive decision-making and improve outcomes
• Experience with CRM platforms (Hubspot), contact center technologies (Five9), or workflow management systems preferred
• Familiarity with healthcare operations, patient access workflows, or behavioral health environments strongly preferred

Supervisory Responsibility

• This position will supervise the Care Access team leads and team members; 15-20 employees
• $100,00 - $135,000 a year