Director, Digital Access and Capacity

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

30 Corporate Woods, Brighton, New York, United States of America, 14623

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

900300 Office of Digital Strategy and Innovation

Work Shift:

UR - Day (United States of America)

Range:

UR URG 117

Compensation Range:

$122,600.00 - $184,000.00

Responsibilities:

Provides leadership and operational oversight for enterprise digital access platforms that support patient scheduling, provider capacity, and operational access workflows. Leads the implementation, optimization, governance, and operational management of digital access capabilities, including Epic Cadence scheduling, scheduling workflows, provider templates, scheduling configuration, decision trees, visit types, referral workflows, and capacity optimization. Ensures operational access platforms are standardized, integrated, and optimized to maximize provider capacity, improve scheduling efficiency, and support a consistent patient access experience across ambulatory and procedural settings.

Essential Functions:

• Leads the implementation and continuous optimization of digital access initiatives in partnership with the Senior Director, Access and Capacity, including system-guided scheduling, eCheck-in, and referral management. Takes a strategic, hands-on approach to enhance patient interactions with the health system. Ensures initiatives are effectively executed and seamlessly integrated into operational workflows, and measurable improvements in patient access and overall experience are consistently delivered. Develops strategic plans, leads cross-functional collaboration and performance monitoring, and identifies and executes change management initiatives to drive adoption and achieve organizational goals.
• Leads and oversees the execution of enterprise-wide Demand-to-Capacity Alignment, strategically balancing patient demand with available provider capacity across ambulatory and procedural settings. Orchestrates provider template design and standardization, manages block utilization, and develops precise scheduling logic. Ensures that capacity is not only accessible and appropriately allocated but also seamlessly integrated with digital entry points for an optimized patient experience.
• Oversees and guides the enterprise-wide strategic design and continuous improvement of all scheduling workflows within Epic and other digital platforms. Defines and develops the architecture for appointment booking, managing system-guided scheduling, decision trees, visit types, and scheduling rules to ensure they are robust, consistent, and standardized across departments.  Drives ongoing innovation, ensures scalability for future growth, and aligns optimizations with broader operational and digital access goals. Fosters cross-functional collaboration and establishes governance structures among IT, clinical operations, and patient access teams to enable seamless integration and effective implementation.
• Establishes enterprise access performance expectations for operational leaders and practice managers including time to third next available appointment, template utilization, referral conversion, and no-show rates. Monitors adherence to established metrics, identifies performance gaps, collaborates with leaders to implement corrective action plans, and escalates unresolved performance issues to executive leadership as appropriate. Drives accountability for performance improvement across service lines and operational partners.
• Drives enterprise-wide adoption and optimization of digital access tools, scheduling solutions, and standardized workflows through a collaborative partnership model with clinical, operational, and departmental leaders. Leads discovery and workflow assessment efforts to identify operational barriers, evaluate current and future-state workflows, and develop digital solutions that improve access, efficiency, and operational performance. Works with departments and key stakeholders to implement solutions, identify departmental champions, support communication and training efforts, and assist with change management activities necessary to support successful adoption. Partners with operational and departmental leadership to reinforce workflow and behavioral changes both within and outside the direct span of control of the role. Supports sustained utilization of digital solutions through ongoing engagement, performance monitoring, KPI tracking, reporting, and operational follow-up. Communicates progress, adoption metrics, and initiative outcomes through established governance and operational review structures, including reporting to senior leadership.
• Directly supervises a team of staff members, providing mentorship, setting priorities, and overseeing workflows to ensure high-quality results. Participates in interviews, approves hiring decisions, provides training and ongoing supervision, addresses personnel issues and actions, and conducts performance reviews. Engages and leads career development conversations and planning efforts. Ensures execution of tasks are aligned with departmental and organizational objectives. Remedies as appropriate.
• Fosters strong enterprise-wide partnerships with clinical, operational, digital, IT, and informatics leaders to align digital access and capacity strategies, prioritize initiatives, and support coordinated implementation across workflows and systems. Collaborates with stakeholders to advance access and capacity optimization efforts through workflow analysis, operational assessments, data-informed decision making, and implementation of digital solutions designed to improve appointment availability, patient flow, utilization, and operational efficiency. Influences cross-functional stakeholders and operational teams to align priorities, drive adoption, and support organizational change initiatives associated with digital access and capacity transformation efforts.
• Other duties as assigned.

Minimum Education & Experience:

• Bachelor’s degree in healthcare administration, business, informatics, data analytics, or related field and 8 years of experience in healthcare operations, access and capacity management, digital health, or related field required.
• Or equivalent combination of education and experience.
• Master's degree in a related field preferred.
• Experience leading or managing teams or projects required.
• Experience with access performance metrics and operational improvement required.
• Experience with Epic Cadence, MyChart, or equivalent scheduling and digital access platforms preferred.
• Experience with digital front door capabilities (i.e., provider search, online scheduling, patient portals, eCheck-in) preferred.

Knowledge, Skills & Abilities:

• Knowledge of healthcare access and capacity management, including scheduling workflows, provider templates, and patient flow required.
• Ability to align digital tools with operational workflows and capacity management strategies  required.
• Ability to lead and influence others required.
• Ability to drive alignment and execution across cross-functional stakeholders required.
• Strong communication, facilitation, and problem-solving skills required.
• Understanding of Epic scheduling tools, including system-guided scheduling, decision trees, visit types, and template configuration preferred.

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.