Executive Director of Access

The Executive Director of Access serves as the senior operational leader responsible for designing, executing, and continuously optimizing the patient access strategy across the employed physician enterprise. This leader will oversee all centralized access functions — including call center operations, provider template management, referral management, and digital scheduling initiatives — ensuring patients can seamlessly connect with primary care and specialty providers across all sites and service lines. Reporting to Vice-president of Operations for Health Partners, the Executive Director will partner closely with physician leaders, practice administrators, IT, and Marketing to deliver a patient-centered access experience that drives growth, reduces barriers to care, and advances the organization's mission. Education: Master's Degree MBA, MHA, MPH or equivalent training (required) Experience: Minimum of 7–10 years of progressive leadership experience in patient access, ambulatory operations, call center/access center operations, or healthcare administration, including significant experience in a senior leadership role. Demonstrated ability to lead access operations using performance metrics and dashboards, with accountability for service levels, patient experience, and operational outcomes. Strong working knowledge of ambulatory access workflows, including scheduling, referral management, call center operations, and front-end patient intake processes. Experience overseeing access-related technology and tools, including telephony systems, IVR workflows, online scheduling, and patient portal access. Proven track record of driving standardization, process improvement, and operational discipline across multiple access channels and sites. Licensures, Certifications: Professional certification such as FACHE and/or FACMPE (preferred). Skills: Deep expertise in ambulatory access metrics, workforce management, and contact center best practices Strong analytical and data interpretation skills, with the ability to convert complex datasets into actionable operational insights and compelling executive presentations Exceptional leadership, communication, and relationship-building skills, including demonstrated ability to influence physicians, senior executives, and frontline staff Proven ability to manage competing priorities, lead through ambiguity, and drive results in a complex, matrixed healthcare environment Principal Duties and Responsibilities: Access Strategy & Enterprise Leadership Accountable for the execution and ongoing performance of the physician enterprise access strategy, aligned with growth, quality, and health equity priorities. Establish enterprise access KPIs, monitor performance trends, and drive improvement actions in partnership with physician and operational leaders. Serve as the physician enterprise’s operational steward for access reliability and transparency. Call Center Operations & Optimization Provide operational oversight of centralized access and call center functions, with accountability for workforce management, service levels, quality, and patient experience across phone and digital channels. Ensure access operations are consistently monitored, standardized, and optimized through effective use of performance metrics, quality assurance processes, and access technology. Template Optimization & Capacity Management Own enterprise scheduling and capacity strategy across all specialties and practices, ensuring provider templates balance timely patient access with clinical workflow needs. Partner with physicians and practice leaders to standardize template governance, monitor utilization, and address access constraints using data-driven capacity planning. Access Initiatives & Digital Transformation Lead enterprise access improvement initiatives focused on reducing wait times, improving patient experience, and enabling sustainable growth. Champion adoption and effective use of digital and self-service access tools, including online scheduling and patient portal workflows, to expand access options and reduce administrative friction. Referral Management & Network Optimization Ensure access workflows effectively support referral intake and scheduling, reducing leakage and improving patient connection to in-network services. Partner with care coordination, managed care, and operational leaders to align referral access with population health and value-based care objectives. Physician Liaison Collaboration Collaborate with the Physician Liaison and Marketing teams to translate referring provider feedback and market intelligence into actionable access, scheduling, and capacity improvements. Ensure access-related barriers identified externally are effectively escalated and addressed. Revenue Cycle Performance (Front-End) Partner with Revenue Cycle leadership to ensure front‑end access, registration, and scheduling workflows support accurate billing, collections, and denial prevention. Promote standardized processes and performance accountability at the intersection of access and revenue integrity. Leadership & People Development Lead, develop, and retain a high‑performing access leadership team, fostering a culture of accountability, continuous improvement, and patient‑centered service. Manage access operational resources and budgets to support performance expectations and strategic priorities. Stakeholder & Physician Engagement Serve as a key operational partner to physicians, practice administrators, IT, and system leaders to align access operations with clinical needs and enterprise priorities. Build strong cross‑functional relationships to support coordinated decision‑making and sustained access performance improvement. All roles must demonstrate GBMC Values Value Description Respect I will treat everyone with courtesy. I will foster a healing environment. Treats others with fairness, kindness, and respect for personal dignity and privacy Listens and responds appropriately to others’ needs, feelings, and capabilities Excellence I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others. Meets and/or exceeds customer expectations Actively pursues learning and self-development Pays attention to detail; follows through Accountability I will be professional in the way I act, look and speak. I will take ownership to solve problems. Sets a positive, professional example for others Takes ownership of problems and does what is needed to solve them Appropriately plans and utilizes required resources for various job duties Reports to work regularly and on time Teamwork I will be engaged and collaborative. I will keep people informed. Works cooperatively and collaboratively with others for the success of the team Addresses and resolves conflict in a positive way Seeks out the ideas of others to reach the best solutions Acknowledges and celebrates the contribution of others Ethical Behavior I will always act with honesty and integrity. I will protect the patient. Demonstrates honesty, integrity and good judgment Respects the cultural, psychosocial, and spiritual needs of patients/families/coworkers Results I will set goals and measure outcomes that support organizational goals. I will give and accept help to achieve goals. Embraces change and improvement in the work environment Continuously seeks to improve the quality of products/services Displays flexibility in dealing with new situations or obstacles Achieves results on time by focusing on priorities and manages time efficiently Pay Range $102,875.17 - $185,175.30 Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs. Equal Employment Opportunity GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law. Situated in scenic Towson, GBMC represents more than just a hospital; it's a legacy of over 60 years in premier healthcare. Our beautiful suburban campus is home to a facility with over 250 beds, 23,000 admissions, and 52,000 emergency room visits each year. GBMC is currently seeking talented, compassionate employees to support patients of the communities we serve. GBMC has also been named “best place to work!” At GBMC Health Partners, we don't just provide comprehensive medical care – we build lasting relationships. When it comes to the care of our patients, for us, it's personal. Whether you’re a physician leading proactive health strategies, a nurse practitioner providing care, or a medical assistant ensuring seamless operations, your role here is pivotal. At Gilchrist, we transcend traditional hospice care. Every individual's journey is unique, and we pride ourselves on being there, every step of the way. For over three decades, Gilchrist has stood as a pillar of compassion and dedication as Maryland's premier nonprofit provider for serious illness and end-of-life care. We are more than just a hospice; we are a life-affirming promise ensuring every moment is lived to its fullest. Hospice of Washington County (HWC), situated in Hagerstown, MD, is the only licensed provider for hospice care within Washington County. Our team of committed professionals understands the importance of ensuring that every individual is able to LIVE their life to the fullest. The focus is on caring for the individual, not the cure. Hospice focuses on helping a person live; making the most of each minute, hour, day, week and month they may have during the final season of life. It is about allowing self-determined life closure; individuals remain the decisions makers of how they will spend their precious days, weeks, and months. Hospice focuses on quality of life, not quantity. We provide hospice care wherever the individual designates as their home. That can be in a private residence, nursing home, or assisted living facility. Hospice care is available to patients of any age, religion, race, or illness. Hospice care is covered under Medicare, Medicaid, most private insurance plans. What We Offer: Competitive salary and generous paid time off Free parking Monthly MTA bus pass subsidy-85% paid by GBMC "if applicable" Company subsidized onsite fitness and wellness center "if applicable" Pre-paid tuition to pursue professional development, additional certifications, and degree programs Comprehensive health, dental, and vision coverage 401 (a) and 403 (b) retirement savings plan