Director - Ambulatory Access Optimization

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: P142004-2110

JOB SUMMARY

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

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, this role is responsible for leading enterprise-wide ambulatory access optimization across the Stanford Ambulatory Ecosystem, including SMCH and Packard Children's Health Alliance (PCHA).

The Director drives strategies that make it easier and faster for patients and families to access outpatient care by optimizing capacity, demand management, digital access, workflows, and scheduling models. Leveraging data analytics, technology, process redesign, and workforce engagement, the role ensures the right patient is connected to the right provider, at the right time, in the right setting. The Director partners closely with clinical, operational, digital, and administrative leaders to implement scalable, sustainable, and patient-centered access solutions aligned with 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: 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.
• Access Optimization and Operations: 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.
• Performance Measurement and Analytics: 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.
• Digital Health and Technology Integration: 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 (Epic), telephony systems, AI-enabled access solutions, scheduling platforms, and CRM tools.
• Evaluate and recommend improvements to access-related technology and digital patient touchpoints.
• Collaboration and Change Management: 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.
• Financial Stewardship: 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.
• Committee Participation: 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.
• People Leadership: 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/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: Five (5)- Ten (10) 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

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 ambulatory access operations, capacity management, and scheduling optimization.
• Strong proficiency with healthcare information systems including EMRs (Epic), 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

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.