Director - Ambulatory Access Operations

At Lucile Packard Children's Hospital Stanford, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you. Join us on our mission to heal humanity, one child and family at a time.

Job ID: LP_00023027-2653713

JOB SUMMARY

This paragraph summarizes the general nature, level and purpose of the job.

The Director of Ambulatory Access Operations is vital to the ambulatory ecosystem at SMCH/PCHA. Reporting directly to the Vice President of Ambulatory Access, SMCH/Vice President of Patient Access Services, PCHA, the Director is responsible for the comprehensive oversight of ambulatory access operations across all SMCH sites and offering support to PCHA. The role ensures seamless patient access and coordination, engaging all patient touchpoints related to access to establish integrated care. The Director influences enterprise-wide strategies, focusing on operational performance, scalability, innovation, and alignment with digital, clinical, and population health initiatives while fostering collaboration across departments, operations, IT, finance, clinical divisions, and external partners to achieve organizational goals.

ESSENTIAL FUNCTIONS

The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

Must perform all duties and responsibilities in accordance with the hospital's policies and procedures, including its Service Standards and its Code of Conduct.

• Leadership and Strategy: Collaborate with the Associate Chief Medical Officer for Ambulatory Services, Nursing leadership, and Stanford School of Medicine to enhance patient access and care coordination.
• Support and expand community partnerships through strategic initiatives as directed by the Vice President.
• Actively promote health equity and population health initiatives, nurturing strong physician and advanced practice provider relationships.
• Operations Management: Oversee patient scheduling, surgical scheduling, digital access, referral management, clinical navigation, and policy development.
• Ensure enforcement of standards and service level agreements, aiming for optimal patient access and service delivery.
• Vendor Relations and Team Leadership: Establish and manage strategic relationships with third-party vendors including call centers and virtual assistants to enhance patient engagement.
• Lead and mentor teams to become strategic, responsive, and accountable, fostering a culture of excellence and consensus-building.
• Performance Measurement: Measure, analyze, and drive key performance indicators related to patient access operations using data insights.
• Engage partners across the organization to identify barriers to patient access and implement data-driven improvements, ensuring continuity between ambulatory and inpatient experiences.
• Financial Oversight: Manage budget development and provide oversight for fiscal responsibility in ambulatory access services.
• Support revenue cycle management to enhance financial efficiency, reduce denials, and foster growth through strategic business initiatives.
• Technological Integration: Develop digital health strategies in partnership with the Executive Director of Ambulatory Access Optimization and Innovation to enhance access and patient experiences.
• Implement, maintain, and advance technological solutions including electronic medical record systems, AI access, and CRM platforms to ensure high user satisfaction.
• Committee Participation: Actively participate in committees related to patient access, performance improvement, healthcare compliance, strategic planning, and budgeting.
• Perform other job-related duties as assigned/necessary.

MINIMUM QUALIFICATIONS

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: Bachelor's in Healthcare Administration, Business Administration, Public Health, or related field required; Master's preferred.

Experience: 5-10 years in management of ambulatory patient access or healthcare operations. Experience in digital health transformation preferred.

License/Certification: None required. Patient Access certification, e.g. Certified Healthcare Access Manager (CHAM) and Project Management Professional (PMP) certification, preferred.

KNOWLEDGE

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education or licensure/certification.

• Extensive knowledge of healthcare information systems, including electronic medical records (EMRs), practice management systems, CRM platforms, and patient portals.
• Familiarity with digital health solutions, care innovation trends, and data analytics tools required.
• Strong analytical skills using data to drive decisions and improve processes. Understanding of quality improvement methodologies such as Lean, Six Sigma, and PDS/CA required.
• Exemplary communication skills with the ability to empower and motivate teams, build consensus, and establish collaborative relationships in a matrixed environment.
• Understanding of revenue cycle management, payment methodologies, and cost control techniques required. Ability to ensure appropriate resource use and eliminate waste.
• Demonstrated commitment to a culture of inclusion, diversity, and professional fulfillment. Unquestioned honesty and integrity in organizational representation and leadership.

PHYSICAL REQUIREMENTS

The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.

Pay Range

Compensation is based on the level and requirements of the role.

Salary within our ranges may also be determined by your education, experience, knowledge, skills, location, and abilities, as required by the role, as well as internal equity and alignment with market data.

Typically, new team members join at the minimum to mid salary range.

Minimum to Midpoint Range (Hourly): $71.91 to $95.36

Stanford Medicine Children's Health (SMCH) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SMCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements, and where applicable, in compliance with the San Francisco Fair Chance Ordinance.