Senior Director Consumer Engagement, Access and Strategy

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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.

• 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.

• 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.

• 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.

Key measures of success include:

• Growth in ambulatory visits, including specialty and tertiary/quaternary services.

• Improvements in patient access metrics, referral conversion, and third next available appointment.

• Increased patient navigation through The Care Connection.

• Improved call center performance.

• Higher patient experience scores (CAHPS, Press Ganey, and related measures).

• Expansion of virtual care services.

• Increased digital engagement through patient portals and online scheduling.

• Practice growth and referral network expansion.