Senior Director Consumer Engagement, Access and Strategy

University Health

7d • Onsite

About The Position

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. Working closely with physician leaders, department chairs, faculty, operations, marketing, and Information Technology teams, the Senior Director will lead enterprise-wide strategies that expand access, improve patient navigation, strengthen digital capabilities, and support ambulatory growth.

Requirements

• Bachelor's degree in a related field.
• Project Management Certification.
• Lean 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.

Nice To Haves

• Master's degree (MHA, MBA, MHP, or related field).
• Lean 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.

Responsibilities

• 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.

Benefits

• University Health (UH), is committed to being a leader in providing a culturally inclusive workplace for our employees.
• UH is an equal opportunity employer.
• We value and celebrate our differences.
• We are committed to equal employment opportunity regardless, but not limited to race, ethnicity, religion, beliefs, sex (including pregnancy, gender identity and expression, sexual orientation), national origin, ancestry, language, age, citizenship, genetic information, marital status, socioeconomic status, literacy, disability, mobility, abilities, veteran status and any other category protected by applicable law.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive