Ancillary Services Director |Exceptional Pay & Benefits | Full-Time

Heritage Health - Idaho•Coeur D'Alene, ID

12d•$101,291 - $144,168

About The Position

The Ancillary Services Director provides strategic and people-centered leadership for Heritage Health’s ancillary depts and patient access functions, including the Call Center, Specialty Referrals, Medical Records, and Nurse Triage. This role is responsible for building high-performing teams, reliable processes, and integrated systems that support exceptional patient access, continuity of care, and provider effectiveness across medical, dental, and behavioral health services. At Heritage Health, supporting our providers is a strategic priority. The Ancillary Services Director is a key leader in creating an environment where providers are supported by reliable systems, responsive teams, and clear workflows—allowing them to focus on what matters most: caring for patients and communities. The Director serves as a key operational leader within the Patient-Centered Medical Home (PCMH) model, ensuring ancillary services function as a cohesive, responsive, and continuously improving system. Success in this role requires strong people leadership, data-driven decision making, and a commitment to operational excellence and respect for people.

Requirements

Minimum of five (5) years of progressive healthcare leadership experience
Bachelor’s degree in healthcare administration, business, nursing, behavioral health, or related field (Master’s preferred)
Demonstrated experience leading multi-team or multi-function operations
Experience in ambulatory, FQHC, or integrated healthcare settings preferred
Strong working knowledge of healthcare operations, access workflows, and compliance requirements

Nice To Haves

Master’s degree
Experience in ambulatory, FQHC, or integrated healthcare settings

Responsibilities

Lead, coach, and develop supervisors and team leads with a strong emphasis on leadership growth, accountability, and engagement.
Create a supportive, inclusive, and high-performing work environment grounded in Heritage Health values.
Build leadership capability within ancillary services teams through regular coaching, feedback, and development planning.
Foster psychological safety, trust, and collaboration across teams that frequently manage high-volume, high-stress work.
Hold leaders accountable for both results and behaviors.
Actively manage performance, recognition, and corrective action in a timely, respectful, and consistent manner.
Own and continuously improve end-to-end workflows for ancillary services supporting medical, dental, and behavioral health.
Establish and maintain standard work, clear handoffs, and defined escalation pathways.
Implement a Daily Management System (DMS) including: Visual management, Daily and/or weekly huddles, KPI review and barrier escalation.
Use data and root cause analysis (PDSA, trend analysis) to identify inefficiencies and implement sustainable improvements.
Ensure improvements are embedded into training, standard work, and performance expectations.
Ensure ancillary services support timely access to care and smooth patient navigation.
Partner with clinic operations, clinical leaders, and centralized services to reduce delays, handoff failures, and rework.
Monitor and improve patient-facing metrics such as response times, referral turnaround, and issue resolution.
Address escalated patient and provider concerns with professionalism, empathy, and a systems-thinking approach.
Ensure ancillary services are designed and operated to support medical, dental, and behavioral health equitably.
Partner with clinical and operational leaders to align workflows and expectations across service lines.
Break down silos by creating shared goals, metrics, and communication structures.
Act as a unifying operational leader for back-office support across the organization.
Define, monitor, and act on key performance indicators (KPIs) related to patient experience, access, quality, productivity, and staff engagement.
Use data to guide staffing models, resource allocation, and improvement priorities.
Translate performance insights into clear action plans for supervisors and teams.
Ensure compliance with all applicable healthcare regulations, privacy standards, and organizational policies.
Support audits, quality improvement initiatives, and regulatory readiness.
Reinforce Heritage Health’s safety culture and ensure staff completion of required training.
Maintain high standards for confidentiality, data security, and patient rights.
Regular and predictable attendance is an essential function of this position.
Performs miscellaneous job-related duties as assigned.
Fosters a person-centered environment and culture to meet the organization’s mission, vision, and values.
Accountable for fostering an environment and culture that focuses on fulfilling the organization’s mission, vision, and values through collaboration.
Leads and mentors direct reports so that they have the tools and resources needed to partner efficiently with each other, employees and community partners.
Practices effective communication with active listening, adaptability, empathy, and transparency.
Leads by an example of self-awareness and curiosity by proactively seeking feedback and modifying behavior accordingly.
Ensures every member of the team works to their fullest potential by driving engagement, accountability, setting goals, and providing direction.
Fosters a trust-based work environment as a leader by modeling dignity, respect, fairness, and confidentiality.

Benefits

100% employer-paid medical, dental, and vision insurance for full-time employees
Generous employer contributions for dependents
200 hours (25 days) of all-in-one PTO—covering vacation, personal, sick, and holiday time
Option to cash out extra time off
Extended Illness Bank (EIB)
403(b) retirement plan with automatic enrollment
Competitive employer match—100% of the first 3% and 50% of the next 2% you contribute
Employer-paid life and long-term disability coverage
Voluntary options for extra protection
Employee Assistance Program (EAP)
Student loan repayment program for eligible positions
LifeFlight membership for emergency medical transport
Access to a dedicated benefits advocate team
Free telehealth visits for healthcare, counseling, and health and wellness coaching for all employees and their immediate household members