Job Summary

The Senior Director of the Member Access Center is responsible for the strategic and operational leadership of AbsoluteCare’s centralized member access services, including both inbound and outbound call teams covering member care referrals, nurse triage, diagnostic imaging (DI), health coordination, scheduling and member services. This role ensures alignment with organizational goals, drives performance metrics, and leads cross-functional teams to deliver exceptional member experiences. This role will first be responsible for bringing together all access center services under centralized team determining the best way to integrate services into one high functioning department.  

Duties and Responsibilities

• Provide strategic leadership for the Member Access Center, overseeing clinical and non-clinical operations. 
• Lead integration and centralization of access services across markets, ensuring consistency and quality. 
• Manage direct reports including nurse managers, referral manager, call center managers, and clinical support teams. 
• Drive operational KPIs such as call response time, referral turnaround, and triage resolution rates, engagement and outreach metrics. 
• Serve as an escalation point for complex clinical and operational issues. 
• Collaborate with shared services, clinical operations, medical directors, and market leaders to ensure seamless care coordination. 
• Implement consistent best practices for documentation, compliance, and regulatory standards. 
• Lead innovative initiatives including new triage lines and centralized referral models. 
• Partner with HR and project managers to structure and scale the department, including hiring, onboarding and employee engagement. 
• Responsible for both inbound and outbound phone calls focusing on member engagement and delivering a high-quality experience

Minimum Qualifications

• Bachelor’s degree in related field required; master’s degree preferred. 

• Minimum of 10 years of progressive leadership experience in contact center environments, healthcare preferred. 

• Experience leading a large, high volume member access center with similar capabilities is required.  

• Proven experience managing large, cross-functional teams in a centralized service model with matrixed stakeholder relationships. 

• Excellent communication, project management, and strategic planning skills required. 

• Must be extremely detailed oriented and possess strong communication skills.  

• Strong understanding of clinical workflows, triage protocols, and referral management preferred. 

• Travel will be required 10%-20% of the time.  

Working conditions

This job operates in a remote location from your home location.  This role requires a dedicated, quiet workspace with the ability to adhere to HIPAA and other privacy policies.  A reliable and high-speed Wi-Fi connection or home internet is required to perform the essential functions of this role.

Physical requirements

• Ability to communicate clearly and exchange accurate information constantly.
• Ability to remain stationary and/or stand for long periods of time.
• Repetitive computer, keyboard, copy and fax machine, phone and other general office equipment.
• Travel to Center and Corporate location up to 20% of time.

Direct reports

Patient Access Manager, Health Coordination Manager, Referral Manager, Nurse Manager, Clinical Support Services