System Director, Patient Access

Roper St. Francis Healthcare is hiring a System Director, Patient Access to develop and execute a system-wide access and provider engagement strategy. The role leads clinical access transformation across contact center operations and digital patient engagement capabilities, partnering closely with physicians and clinical leadership. The purpose is to improve patient experience, operational efficiency, and access performance while supporting enterprise adoption of new workflows and technology.

• Lead implementation of provider-directed changes within the enterprise contact center and digital access solutions, managing scope, milestones, resources, and dependencies.
• Build ownership and accountability across providers by engaging clinical leadership stakeholders and facilitating adoption and change efforts.
• Facilitate patient triage workflows within Physician Partners practices and/or through a central nurse triage program.
• Engage front-line providers to gather needs from practices and establish support for access program changes.
• Identify, manage, and escalate risks and issues raised by providers and operations leaders within the Engagement Contact Center (ECC) and call centers.
• Oversee clinical content for the access program, including booking scripts, booking guidelines, and alignment to scheduling templates; recommend innovative uses of digital platforms.
• Establish and monitor clinical metrics of success for access transformation initiatives.
• Co-lead and participate in program sessions across planning, design, build, and deployment phases.
• Provide clinical insight and recommendations across workstreams to support revenue growth, provider productivity, operational efficiency, and customer experience improvements.
• Provide clinical oversight to operational quality assurance programs in contact centers.

• Education: Bachelor’s degree in healthcare administration or nursing-related field (required); Master’s degree in healthcare administration or nursing-related field (preferred).
• Experience: 10 years of outpatient clinical practice experience and 2 years in a clinical operations role (preferably leadership) in a highly matrixed organization.
• Preferred: Experience with Epic (EPIC), including scheduling/ambulatory workflows and access-related modules.
• Knowledge/skills: Enterprise healthcare contact center operations; scheduling optimization and access management; end-to-end patient access redesign; CRM platforms with digital patient engagement; clinical content governance for digital/call center tools; clinical and operational metrics; program execution and change leadership; operational QA frameworks in call/contact centers.
• Leadership/communication: Ability to serve as the clinical voice for access transformation; strong provider engagement and relationship-building; executive-level communication translating clinical, operational, and technical needs; facilitation of cross-functional sessions; influence without authority; strong risk judgment; resilience and adaptability in complex implementations.

• Compensation: Competitive pay, incentives, and referral bonuses (amount not specified).
• Retirement: 403(b) with employer contributions (when eligible).
• Health benefits: Medical, dental, vision, prescription coverage; HSA/FSA options; life insurance; mental health resources and discounts.
• Time off/leave: Paid time off; parental and FMLA leave; short- and long-term disability.
• Development: Tuition assistance, professional development, and continuing education support.
• Benefits may vary based on market and employment status.