Job Description
Director, Access Center and Specialty Services Operations
Position Summary
Saint Luke's Health System is seeking a dynamic, strategic, and results-oriented leader to serve as the Director of Access Center and Specialty Services Operations . This role is responsible for developing and executing a comprehensive access strategy that ensures a seamless, patient-centered experience across the medical group's primary care and specialty practices while also providing operational oversight for designated specialty service lines and hospital-based physician practices.
The Director will provide executive oversight of the centralized Access Center, provider scheduling and template optimization for the entire Physician Group enterprise, specialty clinic operations, and physician practice operations. This leader will partner closely with physicians, advanced practice providers, clinical leaders, administrative leaders, and support departments to drive operational excellence, patient access, quality outcomes, provider engagement, growth, and financial performance.
In addition to responsibility for enterprise access functions, the Director will oversee operations for specialty clinics including Infectious Disease, Endocrinology, and Ambulatory Infusion Services , as well as physician operations for hospital-based clinics including Wound Care, Medical Education Clinics, Oncology, Hepatology , and future-state oversight of Neurosciences and Gastroenterology (GI) programs.
This leader will align people, processes, technology, and resources to advance the organization's strategic priorities and mission while fostering a culture of patient-centered care, accountability, innovation, and continuous improvement.
Key Accountabilities
Access Strategy & Leadership
Develop, own, and execute a comprehensive multi-year access strategy aligned with organizational growth goals, service line priorities, and system strategic initiatives.
Serve as the senior access leader and subject matter expert for ambulatory access services, providing consultation and recommendations to executive and physician leadership.
Establish, monitor, and improve key access metrics including appointment lead time, third-next available appointment, abandonment rates, referral conversion rates, no-show rates, patient satisfaction, and digital scheduling adoption.
Lead enterprise efforts to improve access equity and reduce barriers to care across all patient populations.
Partner with operational, physician, and nursing leadership to align access strategies with clinical capacity and patient demand.
Represent ambulatory access and specialty operations within executive leadership meetings, strategic planning forums, and service line governance structures.
Access Center Operations & Optimization
Provide strategic and operational oversight of the centralized Access Center, including scheduling, referral management, patient communications, care navigation, and related support functions.
Establish accountability for service levels and performance standards across all access operations.
Optimize workforce management practices, staffing models, quality monitoring programs, and performance improvement initiatives.
Lead implementation and optimization of telephony systems, omnichannel communication capabilities, Epic scheduling functionality, and patient engagement technologies.
Develop and maintain quality assurance processes that support exceptional service, scheduling accuracy, and patient experience.
Foster a culture of accountability, service excellence, and continuous improvement within the Access Center team.
Template Optimization & Capacity Management
Own the enterprise provider template management strategy, governance processes, and scheduling standards.
Lead data-driven optimization of provider schedules to maximize access, clinical efficiency, and patient throughput.
Chair and facilitate Scheduling and Access Governance Councils to establish standardized scheduling…