Senior Director Consumer Engagement, Access and Strategy

Job Description

The Senior Director, Ambulatory Consumer Engagement, Access & Digital Strategy is responsible for advancing patient-centered growth across the ambulatory enterprise of an academic medical center. This executive leader will drive consumer engagement, patient access, digital innovation, and operational excellence to improve the patient experience while supporting the organization's missions of patient care, education, and research.

What You'll Do

• Lead enterprise strategies to improve patient access, scheduling, referral management, care navigation, and the overall ambulatory patient experience.
• Partner with the Patient Experience Officer to improve CAHPS, patient feedback, and access metrics.
• Collaborate with physician leaders, department chairs, and faculty to align consumer engagement initiatives with clinical and academic priorities.
• Develop strategies to grow ambulatory services through improved access, virtual care, optimized space utilization, and new care delivery models.
• Partner with Marketing and Communications to enhance patient engagement through phone systems, Care Connection navigation, referral pathways, and related initiatives.
• Lead the organization's digital front door strategy, including online scheduling, patient portals, mobile applications, and other digital engagement tools in partnership with Information Technology.
• Use analytics to identify access barriers, monitor performance, and develop dashboards that measure growth, access, and patient experience.
• Support implementation and optimization of technologies including Tonic, Kyruus, Artera, Ambulatory Referral Management, Cisco phone enhancements, and related platforms.
• Lead complex, cross-functional initiatives in partnership with operations, revenue cycle, compliance, clinical departments, and Information Technology.
• Build and develop high-performing teams while managing budgets, vendor partnerships, and strategic investments.
• Promote quality, patient safety, diversity, compliance, and continuous improvement throughout departmental operations.

Minimum Qualifications

• Bachelor's degree in a related field.
• Project Management Certification.
• Leverage Six Sigma Green Belt certification.
• 8–12+ years of progressive leadership experience in healthcare, ambulatory operations, or consumer engagement.
• Experience with call center technology.
• Demonstrated success leading cross-functional initiatives and working within matrixed organizations.
• Experience working with physician faculty.
• Academic medical center or large, complex health system experience strongly preferred.

Preferred Qualifications

• Master's degree (MHA, MBA, MHP, or related field).
• Leverage Six Sigma Black Belt certification.
• Deep understanding of ambulatory care delivery within academic medicine.
• Experience leading digital health, patient access, and patient experience initiatives.
• Strong strategic, analytical, and problem-solving skills.
• Advanced Excel and PowerPoint skills.
• Ability to build consensus and influence across diverse stakeholders.
• Knowledge of regulatory and compliance requirements in academic healthcare.