The Director, Access Operations is responsible for leading end-to-end patient access operations across Tryon Medical Partners. This role ensures patients can access the right care at the right time by driving operational performance across access channels while supporting clinician workflows and preferences.
This role owns operational performance, execution, and continuous improvement of access functions, including contact center, referrals, scheduling execution, and triage-integrated pathways. The Director partners closely with Access Enablement to operationalize tools, systems, and workflows, ensuring sustainable, high-performing access operations.
The Director serves as a key operational leader and primary partner to clinical teams, aligning day-to-day execution with organizational priorities while maintaining a strong, visible presence across practices.
Primary Job Responsibilities:Access Operations Leadership- Owns patient access operations across all channels, including phone, digital, referral, and triage-integrated pathways
- Leads operational execution of access workflows, ensuring consistency, efficiency, and alignment with established frameworks
- Drives performance across access functions, ensuring patients receive timely and appropriate access to care
- Establishes operational priorities, standards, and expectations aligned with organizational goals
Operational Performance & Execution- Owns performance outcomes across access operations, including speed to care, utilization, continuity, and patient experience
- Monitors key performance indicators and implements operational improvements to address gaps and drive results
- Ensures sustainability of scheduling templates, workflows, and operational processes
- Leads continuous improvement efforts to optimize efficiency, access, and service delivery
Contact Center & Referral Operations- Leads contact center and referral operations, including staffing models, capacity planning, and service level performance
- Establishes operational processes that support high-quality, responsive patient access
- Monitors performance and adjusts staffing and workflows to meet demand and service expectations
- Ensures seamless coordination across access channels
Clinician Partnership & Practice Engagement- Partners with clinicians to identify access barriers and implements practical, operational solutions
- Serves as a visible, in-person leader across practices, building strong relationships with clinicians and teams
- Aligns operational execution with clinician workflows and practice needs while maintaining organizational consistency
- Advances adoption of access workflows and operational standards across practices
Cross-Functional Execution & Integration- Partners with Access Enablement to operationalize technology, systems, and workflows into day-to-day operations
- Collaborates with nursing leadership to integrate and evolve triage workflows within access operations
- Ensures alignment across clinical, operational, and enablement teams to support effective access delivery
- Leads implementation of operational changes and ensures successful adoption
Service Innovation & Access Offerings- Designs, tests, and scales enhanced access models, including concierge and differentiated service offerings
- Evaluates opportunities to improve patient experience and access through operational innovation
- Implements solutions that enhance service delivery while maintaining operational efficiency
People Leadership & Organizational Accountability- Provides full people leadership for team(s), department(s), or manager(s), including hiring, performance management, coaching, corrective action, and terminations
- Sets departmental priorities and aligns team performance with organizational goals
- Develops leaders and team members to build capability, accountability, and engagement
- Holds teams accountable for operational outcomes and service performance
- Establishes a culture of accountability, operational excellence, and continuous improvement
Education and ExperienceRequired- 8-10+ years of leadership experience in ambulatory operations, patient access, or related areas
- Demonstrated experience leading operational teams and driving performance outcomes
- Strong experience partnering with clinicians to improve workflows and operational performance
- Experience in contact center operations, centralized access, or similar environments
Preferred- Experience with patient access technologies and scheduling systems (e.g., Athenahealth)
- Experience integrating triage or clinical workflows into access operations
- Bachelor's degree or equivalent experience
Physical Requirements - Work consistently requires walking, standing, sitting, lifting, reaching, stooping, bending, pushing, and pulling.
- Must be able to lift and support weight of 35 pounds.
- Ability to concentrate on details.
- Use of computers for long periods of time.
