Access Excellence Senior Director

HealthPartners is hiring a Access Excellence Senior Director. This leader provides strategic leadership and oversight for enterprise access infrastructure, including referral and order lifecycle management, scheduling decision-support tools, provider and clinician directory governance, access analytics, and enabling technologies. This role is accountable for the design, optimization, and continuous improvement of workflows that support patient access across internal, external, self-scheduling, hospital discharge, and Care Everywhere referral pathways. The position serves as the enterprise owner of scheduling decision trees, templates, clinician profiles, and provider finder tools, ensuring accurate, standardized, and consumer-friendly access experiences across all channels. Working closely with operational, clinical, digital, analytics, and information technology teams, the role drives data-informed improvements and oversees access-related technology capabilities, including Epic, Cisco/cloud telephony platforms, digital scheduling tools, and emerging AI-enabled solutions. This position develops and executes strategies that improve access, streamline operations, enhance patient experience, and support organizational growth and performance objectives.

MINIMUM QUALIFICATIONS:

• Education, Experience or Equivalent Combination:
  • Bachelor's degree in a related field or equivalent experience.
  • Seven (7) or more years of formal people leadership experience within a complex, matrixed healthcare environment.
  • Experience working within a health system utilizing Epic.
  • Previous healthcare operations experience.
• Knowledge, Skills, and Abilities:
  • Exceptional written and verbal communication skills, with the ability to influence and build relationships across all levels of the organization.
  • Ability to lead effectively through ambiguity, change, and shifting priorities in a dynamic environment.
  • Strong people leadership capabilities, including employee engagement, coaching, mentoring, and driving accountability for results.
  • Demonstrated ability to thrive in a fast-paced environment while managing complex information and competing priorities.
  • Proficiency with Microsoft Office applications and Epic, with the ability to leverage technology to support operational excellence.

PREFERRED QUALIFICATIONS:

• Education, Experience or Equivalent Combination:
  • Master's degree in a related field.

ESSENTIAL DUTIES:

1. (30%) - Operational Leadership:
   1. Provide strategic and operational leadership for enterprise access infrastructure, including referral and order lifecycle management, scheduling support tools, provider directory governance, and access-related technologies.
   2. Oversee the design, implementation, maintenance, and continuous improvement of workflows supporting internal, external, self-scheduling, hospital discharge, and Care Everywhere referral pathways.
   3. Ensure operational excellence through process standardization, workflow optimization, and effective management of enterprise access capabilities. (30%) - Strategic Direction and Scheduling Excellence:
2. (30%) - Strategic Direction and Access Optimization:
   1. Establish the vision, strategy, and governance for enterprise access enablement functions, aligning priorities with organizational access, growth, and patient experience objectives.
   2. Serve as the enterprise owner of scheduling decision trees, scheduling templates, clinician profiles, and provider finder tools, ensuring accuracy, consistency, and ongoing optimization.
   3. Lead strategic initiatives that improve access performance, referral conversion, scheduling effectiveness, and consumer navigation across all access channels. (10%) - Financial and Resource Management:
3. (20%) - Collaboration, Analytics, and Stakeholder Engagement:
   1. Partner with clinical, operational, digital, and enterprise leaders to develop and implement access strategies that improve patient navigation and operational outcomes.
   2. Provide leadership for access-related data, reporting, and analytics, including the development, maintenance, and publication of key performance metrics and actionable insights.
   3. Serve as a strategic liaison between operations and technology teams to ensure alignment of access goals, workflows, and system capabilities.
4. (10%) - Technology and Resource Management:
   1. Provide oversight and prioritization of access-related technology investments and capabilities, including Epic, Cisco and cloud telephony platforms, digital scheduling tools, and AI-enabled solutions.
   2. Collaborate with Information Technology and digital teams to evaluate, implement, and optimize technologies that support access, efficiency, and patient experience goals.
   3. Ensure effective stewardship of resources and technology solutions to maximize organizational value and performance.
5. (10%) - Leadership and Team Development:
   1. Lead and develop high-performing teams through effective talent management, performance oversight, succession planning, and employee engagement.
   2. Foster a culture of accountability, innovation, collaboration, and continuous improvement while ensuring alignment with organizational values and strategic priorities.
   3. Build partnerships across operational, clinical, digital, analytics, and technology functions to advance enterprise access objectives.
6. Performs other duties as assigned.