Executive Director of Connected Care

Key Functions And Accountabilities Of The Job

Operates as both a strategic leader and hands-on builder, moving fluidly between enterprise access design, implementation planning, stakeholder alignment, and practical execution support.

Serves as an internal subject matter expert on patient access strategy, operations, and technology across related domains such as scheduling, schedule template management, referral management, patient communications (omnichannel strategy), and care coordination.

Serves as the senior executive sponsor for the Patient Support Center (centralized scheduling), enabling programmatic leadership to identify scheduling optimization opportunities, drive performance standards across the supported lines of business, and improve patient experience in the care coordination lifecycle.

Collaborates with finance and clinical operations leadership to maintain a comprehensive revenue cycle performance plan, with primary accountability to maintain effective front-line and telephonic front-end revenue cycle performance through effective process design, staff training, and performance metrics.

Partners with IT to define operational requirements, workflow design, build priorities, testing needs, reporting expectations, and adoption plans for systems that support scheduling, referral management, provider templates, patient communications, contact center operations, and digital access.

Maintains budget performance for areas of direct responsibility.

Aligns programmatic efforts to ensure the effectiveness and efficiency of business practices and partnering with enterprise leaders (and their teams) to support a patient-first culture.

Additional Details

Education, Certifications, and Licenses Required:

• Bachelor's degree in healthcare administration, business, or a related field; master’s degree preferred.
• Training or experience in process improvement and Lean/Six Sigma. Certification preferred.

Experience Required:

• Minimum ten (10) years of executive experience in health system operations and/or performance improvement.
• Minimum five (5) years of executive experience in a patient access or ambulatory leadership role.
• Demonstrated experience leading technology-enabled operational change in ambulatory access, scheduling, referral management, contact center, digital front door, patient communications, or related healthcare operations.
• Strong working knowledge of ambulatory clinic operations, including provider template management, appointment scheduling, referral workflows, care team handoffs, patient communication, and access performance management.
• Demonstrated ability to lead across multiple levels of detail, from enterprise strategy and executive decision-making to frontline workflow design and issue resolution.
• Knowledge of Tribal health programs
• Healthcare operating systems and access to care
• Process improvement

Preferred experience with the Meditech EHR platform

Preferred experience with one or more telephony and/or Contact Center as a Service (CCaaS) platforms (e.g., WebEx, Zoom Contact Center, Genesys).

Skills:

• In Oral and written communication
• People management
• Data analysis

Ability to Develop strategies that drive measurable results, cultural transformation, and operational excellence.

Effectively communicate and motivate people

Work collaboratively and effectively with multi-disciplinary, cross-functional teams, and with executives, providers, and staff at all levels

Turn ambiguity into structure without over-engineering the work.