Director of Care Access

The Director of Care Access leads the end-to-end care access function, with full accountability for converting referrals and inquiries into scheduled and completed first appointments while achieving organizational access and growth targets. This role oversees team performance, structure, and daily operations, ensuring execution against growth targets, access standards, and patient experience expectations. The Director establishes and manages a disciplined operating rhythm centered on key funnel metrics (referral → scheduled → kept), driving speed-to-contact, follow-through, and consistent closure of patient interactions. 

This role requires a hands-on, in-office leader who actively coaches, develops, and holds team members accountable while building a coaching-first culture grounded in measurable performance and continuous improvement. The Director uses operational data, performance metrics, and real-time coaching to improve team effectiveness, increase access outcomes, and ensure consistent execution across the patient access funnel. Success is measured by improved access outcomes, strong team performance, and a reliable, high-quality experience for patients and referring partners. 

• Own end-to-end performance of the patient access funnel (referral → scheduled → kept appointment), including accountability for achieving daily, weekly, and monthly intake targets, conversion goals, speed-to-contact expectations, and appointment completion metrics while continuously improving funnel performance and identifying opportunities to increase access 

• Use operational dashboards and funnel metrics to monitor performance, identify trends, evaluate team effectiveness, and proactively address barriers impacting patient access and organizational goals 

• Forecast intake performance using referral volume, conversion trends, staffing capacity, and operational metrics to identify risks, optimize resources, and implement plans to achieve daily, weekly, and monthly targets 

• Lead daily operations of the Care Access team, ensuring consistent execution, adherence to standards, and timely issue resolution 

• Build and maintain a coaching-first environment through regular 1:1s, performance reviews, quality audits, and documented development plans 

• Review patient interactions, quality metrics, and performance trends to provide timely coaching, reinforce best practices, and improve both patient experience and conversion outcomes 

• Manage and develop Team Leads and frontline staff, including hiring, onboarding, training, and career progression planning 

• Establish and enforce operating rhythms (daily huddles, weekly reviews, monthly performance reporting) tied to key funnel metrics 

• Maintain visibility into the patient access pipeline to ensure timely progression of every referral through scheduling and completed first appointment 

• Monitor individual and team performance, establish clear performance expectations, recognize high performers, and implement coaching and accountability plans to address performance gaps 

• Define and maintain speed-to-contact expectations, follow-up standards, and quality benchmarks for all patient interactions 

• Monitor key operational metrics—including speed-to-contact, conversion, scheduled appointments, kept appointments, and overall funnel performance—to ensure organizational targets are consistently achieved 

• Ensure consistent, timely, and accurate communication with patients and referring providers, including closing the loop on all inquiries and referrals 

• Identify process gaps or inefficiencies in the access workflow and lead continuous improvement initiatives that improve referral-to-scheduled and scheduled-to-kept conversion, increase operational efficiency, and enhance the patient access experience 

• Partner with leadership to develop and refine performance incentives, workflows, and operational tools that improve productivity, quality, patient experience, and access outcomes 

• Maintain strong on-the-floor presence to reinforce accountability, provide real-time coaching, and support team engagement