System Director, Patient Access

The System Director, Patient Access participates in the development and design of the system-wide system access and provider engagement strategy and is responsible for the execution of the system access program. Physician Partners and ancillary services access are broad access transformation initiatives addressing patient experience, contact center operating model redesign, and Customer Relationship Management (CRM) with digital capability enablement. The effort to maintain an enterprise contact center and integrate new patient engagement technologies will require significant provider support.

The System Director, Patient Access will champion this effort by working directly with the medical group team and serving as the clinical voice for the end to end program with a specific focus on booking scripts and guidelines and patient triage functionality initiative addressing patient experience, contact center operating model redesign, and CRM with digital capability enablement. The effort to maintain an enterprise contact center and integrate new patient engagement technologies will require significant provider support

Essential Job Functions Under the direction of RSFH leadership, the Clinical Access Review will be responsible for the implementation of the provider-directed changes within the Contact Center and digital solution, including managing scope, milestones, resources, and dependencies. Help build organizational ownership and accountability for solutions across all providers of RSFH, through engagement with key RSFH clinical leadership stakeholders and facilitation of socialization and adoption efforts. Facilitate patient triage workflows at either the Physician Partners practice or through a central nurse triage program. Engage with front-line providers to understand what the practices need from the contact center and to establish support for changes stemming from the program. Identify and escalate risks and issues raised by providers and operations leaders in the Engagement Contact Center (ECC) or call centers. Lead the clinical content areas of the access program. This would include oversight of booking scripts, booking guidelines, and their relationship to scheduling templates, as well as helping to suggest and/or implement new, innovative uses of the digital platform. Establish and monitor clinical metrics of success for the program. Co-lead and participate in key program sessions from executive planning through design, build, and deployment. Provide clinical insight and recommendations as necessary across all program workstreams to drive revenue growth, operational efficiency, and improved customer experience. Provide clinical oversight to the operational quality assurance programs in the contact centers.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job

Essential Qualifications Required Education:

Bachelor’s in healthcare administration or nursing related field. Master’s in healthcare administration or nursing related field preferred Required Experience:

10 years of experience in outpatient clinical practice and 2 years in a clinical operations role, preferably a leadership role in a highly matrixed organization. Experience with EPIC (preferred)

Skills & Knowledge Enterprise contact center operations (healthcare-focused) Scheduling optimization & access management Patient access transformation initiatives (end-to-end access redesign) CRM platforms with digital patient engagement (e.g., online scheduling, omnichannel access) Clinical content governance within digital and call center tools Epic (preferred) – scheduling, ambulatory workflows, access-related modules Clinical and operational metrics Program and change execution Operational quality assurance frameworks within call/contact centers Ability to connect clinical access decisions to Revenue growth, Provider productivity, Operational efficiency, and Patient satisfaction outcomes Enterprise mindset across a highly matrixed organization Ability to build ownership and accountability across diverse provider groups Skilled in facilitating adoption, not just designing solutions High tolerance for ambiguity and transformation-related tension Credibility with physicians and advanced practice providers Ability to serve as the “clinical voice” for access transformation Strong provider engagement and relationship-building skills Comfort navigating clinical resistance and driving adoption Exceptional executive-level communication (clinical → operational → technical translation) Ability to facilitate cross-functional sessions from planning through deployment Clear, confident communicator with frontline staff, clinical leaders, and executives Strong listening and synthesis skills—turning provider feedback into scalable solutions Strong risk identification and escalation judgment Pragmatic decision-making under high stress and fluctuating workloads Ability to balance standardization vs. local clinical nuance High emotional intelligence and situational awareness Resilient, adaptable, and steady during complex implementations Comfortable with influence without direct authority Strong sense of accountability and follow-through