Director, Digital Access and Capacity
About The Position
The Director, Digital Access and Capacity provides leadership and operational oversight for enterprise digital access platforms that support patient scheduling, provider capacity, and operational access workflows. The role leads implementation, optimization, governance, and operational management of digital access capabilities, including Epic Cadence scheduling, scheduling workflows, provider templates, scheduling configuration, decision trees, visit types, referral workflows, and capacity optimization. The director ensures platforms are standardized, integrated, and optimized to maximize provider capacity, improve scheduling efficiency, and support a consistent patient access experience across ambulatory and procedural settings. The position leads digital access initiatives in partnership with the Senior Director, Access and Capacity, including system-guided scheduling, eCheck-in, and referral management. It directs enterprise demand-to-capacity alignment, scheduling workflow design, performance expectations and monitoring, adoption of digital tools, and change management. The role also supervises staff and builds enterprise partnerships across clinical, operational, digital, IT, and informatics teams to coordinate access and capacity strategies and measurable improvements.
Requirements
- Bachelor’s degree in healthcare administration, business, informatics, data analytics, or a related field and 8 years of experience in healthcare operations, access and capacity management, digital health, or a related field, or an equivalent combination of education and experience.
- Experience leading or managing teams or projects.
- Experience with access performance metrics and operational improvement.
- Knowledge of healthcare access and capacity management, including scheduling workflows, provider templates, and patient flow.
- Ability to align digital tools with operational workflows and capacity management strategies.
- Ability to lead and influence others.
- Ability to drive alignment and execution across cross-functional stakeholders.
- Strong communication, facilitation, and problem-solving skills.
Nice To Haves
- Master’s degree in a related field.
- Experience with Epic Cadence, MyChart, or equivalent scheduling and digital access platforms.
- Experience with digital front door capabilities such as provider search, online scheduling, patient portals, and eCheck-in.
- Understanding of Epic scheduling tools, including system-guided scheduling, decision trees, visit types, and template configuration.
Responsibilities
- Lead implementation and continuous optimization of digital access initiatives, including system-guided scheduling, eCheck-in, and referral management, in partnership with the Senior Director, Access and Capacity.
- Develop strategic plans, lead cross-functional collaboration and performance monitoring, and implement change management initiatives to improve adoption and patient access outcomes.
- Lead enterprise-wide demand-to-capacity alignment across ambulatory and procedural settings, including provider template design and standardization, block utilization, and scheduling logic.
- Oversee strategic design and continuous improvement of scheduling workflows in Epic and other digital platforms, including appointment booking, decision trees, visit types, and scheduling rules.
- Establish governance among IT, clinical operations, and patient access teams to support integration and implementation of scheduling solutions.
- Set enterprise access performance expectations, monitor metrics such as time to third next available appointment, template utilization, referral conversion, and no-show rates, and work with leaders on corrective action plans.
- Escalate unresolved performance issues to executive leadership as appropriate and drive accountability for performance improvement across service lines and operational partners.
- Lead adoption and optimization of digital access tools and standardized workflows in partnership with clinical, operational, and departmental leaders.
- Conduct discovery and workflow assessments to identify barriers, evaluate current- and future-state workflows, and develop digital solutions that improve access, efficiency, and operational performance.
- Coordinate implementation, departmental champions, communication, training, and change management activities; support sustained utilization through engagement, KPI tracking, reporting, and operational follow-up.
- Communicate initiative progress, adoption metrics, and outcomes through governance and operational review structures, including reporting to senior leadership.
- Directly supervise staff by providing mentorship, setting priorities, overseeing workflows, participating in interviews, approving hiring decisions, providing training and ongoing supervision, addressing personnel matters, conducting performance reviews, and supporting career development.
- Build enterprise partnerships with clinical, operational, digital, IT, and informatics leaders to align strategies, prioritize initiatives, and coordinate implementation.
- Use workflow analysis, operational assessments, and data-informed decision making to advance access and capacity optimization and improve appointment availability, patient flow, utilization, and efficiency.
- Influence stakeholders and operational teams to align priorities, drive adoption, and support organizational change associated with digital access and capacity transformation.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Director
