Company Description
At Lucile Packard Children’s Hospital Stanford, we know world‑renowned care begins with world‑class caring. We combine advanced technologies and breakthrough discoveries with family‑centered care, providing caregivers with continuing education and state‑of‑the‑art facilities. Join us on our mission to heal humanity, one child and family at a time.
Job Description
Job ID: P
The Director of Ambulatory Access Optimization is vital to the ambulatory ecosystem at SMCH/PCHA. Reporting to the Executive Director of Ambulatory Access Innovation and Optimization, the director leads enterprise‑wide ambulatory access optimization across the Stanford Ambulatory Ecosystem, including SMCH and Packard Children’s Health Alliance (PCHA). The role drives strategies that make it easier and faster for patients and families to access outpatient care through capacity, demand management, digital access, workflow, and scheduling model optimization. Leveraging data analytics, technology, process redesign, and workforce engagement, the director ensures the right patient is connected to the right provider at the right time in the right setting, and partners closely with clinical, operational, digital, and administrative leaders to implement scalable, sustainable, patient‑centered solutions aligned with organizational goals.
Essential Functions
- Lead the development and execution of enterprise‑wide ambulatory access optimization strategies aligned with organizational priorities.
- Partner with physician, nursing, and administrative leaders across SMCH, PCHA, and Stanford School of Medicine to improve patient access, care coordination, and provider utilization.
- Promote patient‑centered, equitable, and inclusive access strategies that support population health and community partnerships.
- Serve as a subject‑matter expert in ambulatory access optimization, capacity management, and access model design.
- Oversee access optimization initiatives including scheduling models, template design, referral workflows, decision trees, and EMR build.
- Ensure access workflows support timely, appropriate scheduling and scalable operations across all ambulatory sites.
- Lead regular access and template reviews to maximize capacity, throughput, and patient volumes.
- Implement continuous improvement methodologies to balance capacity and demand and reduce access barriers.
- Define, measure, and drive key performance indicators related to patient access, utilization, and experience.
- Use data analytics tools to identify trends, root causes, and improvement opportunities; automate reporting where feasible.
- Develop and deliver executive‑level reports and presentations on access performance and strategic initiatives.
- Partner with Digi‑IS and Ambulatory Access Operations to develop and implement digital health strategies that enhance patient access and engagement.
- Lead the design and adoption of digital access tools, including EMRs, telephony systems, AI‑enabled access solutions, scheduling platforms, and CRM tools.
- Evaluate and recommend improvements to access‑related technology and digital patient touchpoints.
- Lead cross‑functional workgroups to address access challenges and implement best practices.
- Drive change‑management strategies to ensure adoption of new access models, workflows, and technologies.
- Act as a liaison between operations, analytics, digital health, revenue cycle, and clinical teams to support data‑driven decision‑making.
- Oversee budget development and financial management for ambulatory access optimization initiatives.
- Support revenue cycle performance by improving access efficiency, reducing denials, and optimizing resource utilization.
- Promote a culture of financial accountability and responsible resource use.
- Participate in committees related to patient access, quality improvement, digital health, compliance, strategic planning, and budgeting.
- Represent SMCH in external patient access collaboratives and professional forums as appropriate.
- Lead, mentor, and develop high‑performing teams that are strategic, accountable, and collaborative.
- Foster a culture of continuous improvement, innovation, and professional development.
- Perform other job‑related duties as assigned or necessary.
Qualifications
Minimum Qualifications: Any combination of education and experience that provides the required knowledge, skills, and abilities, including any required licenses or certifications.
Education: Bachelor’s in Healthcare Administration, Business Administration, Public Health, or related field required; Master’s preferred.
Experience: Five to ten years of progressive leadership experience in ambulatory patient access or healthcare operations.
License/Certification: None required. Certified Healthcare Access Manager (CHAM), Project Management Professional (PMP), or Six Sigma certification preferred.
Knowledge
- Extensive knowledge of ambulatory access operations, capacity management, and scheduling optimization.
- Strong proficiency with healthcare information systems including EMRs, scheduling systems, CRM platforms, and digital access tools.
- Demonstrated ability to use data analytics to drive performance improvement and operational decisions.
- Knowledge of quality improvement methodologies (Lean, Six Sigma, PDSA/IHI Model for Improvement).
- Strong financial acumen, including revenue cycle concepts and cost control strategies.
- Exceptional communication, collaboration, and change leadership skills in complex, matrixed environments.
- Demonstrated commitment to patient‑centered care, health equity, inclusion, and ethical leadership.
Physical Requirements
Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.
Pay Range
Minimum to Midpoint Range (Hourly): $71.91 to $95.36.
Compensation is based on the level and requirements of the role and may be adjusted based on education, experience, and internal equity.
Equal Employment Opportunity
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, gender identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, 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.
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