Director of Access & Capacity Insights

Department Overview

The Director of Access & Capacity Insights provides strategic leadership over capacity management, access analytics, and quality/workforce insight functions for Centralized Access. This position leads the development of capacity models, demand and supply forecasting, and performance dashboards that inform decision-making for the AVP and senior Ambulatory leadership. The Director directly supervises the Manager of Centralized Access Capacity Management & Quality, and provides indirect leadership to Access Analysts, Template Coordinators, and Strategic Workforce Consultants who support the Connected Care Center, Incoming Referral Center, Centralized Imaging Scheduling and Ambulatory Access Services teams. The role oversees quality monitoring and continuous improvement efforts across centralized access operations, guides workforce and staffing analytics, and maintains an evaluative understanding of Epic scheduling systems (Cadence, Referrals, Prelude) sufficient to guide template and capacity strategy. The Director partners closely with the Directors of Telephony/Optimization and Ambulatory Access, clinical leaders, and operational teams to align capacity strategy with ongoing centralization and optimization initiatives, and serves as a subject-matter resource on access and capacity performance for institutional planning. The person in this role must demonstrate strong analytical and data-translation skills, sound independent judgment, the ability to lead through managers, and excellent executive-level communication.

Function/Duties of Position

Strategic Capacity Planning & Access Analytics (30%)

• Leads development of capacity models, demand/supply forecasting, and staffing analytics for centralized access operations (Connected Care Center, Incoming Referral Center, Ambulatory Access Services and Centralized Imaging Scheduling).
• Directs the Access Analyst team's work compiling and interpreting scheduling, template, and utilization data to identify capacity gaps and access barriers.
• Builds and maintains dashboards and reporting tools that translate operational data into actionable insights for senior leadership.
• Partners with Epic systems teams to ensure template and scheduling structures reflect capacity strategy, maintaining an evaluative understanding of Epic Cadence, Referrals, and Prelude rather than hands-on configuration.

Team Leadership & Workforce Management (20%)

• Directly supervises the Manager of Centralized Access Capacity Management & Quality, and provides indirect leadership to Access Analysts, Template Coordinators, and Strategic Workforce Consultants.
• Sets team goals, priorities, and performance standards; coaches and develops staff and manager-level direct reports.
• Oversees workforce planning functions, including real-time adherence, productivity reporting, and staffing model recommendations.

Quality Monitoring & Continuous Improvement (20%)

• Oversees quality auditing and improvement functions across centralized access teams, ensuring consistent standards and identifying performance issues before they escalate.
• Guides development of training, workflow tools, and process improvement initiatives in partnership with the Quality & Improvement Architect and Learning & Development staff.
• Establishes KPIs and benchmarks for access and capacity performance and monitors ongoing compliance.

Executive Reporting & Data-Informed Decision Support (20%)

• Prepares and presents capacity, access, and quality insights to the AVP and senior Ambulatory leadership to inform strategic and operational decisions.
• Synthesizes complex data sets into clear recommendations supporting centralization, staffing, and resource-allocation decisions.
• Serves as a subject-matter resource on access and capacity metrics for departmental and institutional initiatives.

Cross-Functional Partnership & Strategic Planning (10%)

• Collaborates with the Directors of Telephony/Optimization and Ambulatory Access, and with clinical and operational leaders, to align capacity strategy with centralization and optimization efforts.
• Supports onboarding of new clinics and departments into centralized access by providing capacity and staffing analysis.
• Represents Capacity Management in cross-departmental planning meetings and institutional workgroups.

Required Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Data Analytics, or related field; or equivalent combination of education, training, and experience.
• 5+ years of progressively responsible experience in healthcare operations, patient access, or capacity management, including 2+ years in a leadership or supervisory role.
• Strong analytical and data-interpretation skills, including capacity modeling, demand/supply forecasting, and dashboard/reporting tool development (e.g., Power BI, Excel).
• Evaluative understanding of Epic scheduling systems (Cadence, Referrals, Prelude) sufficient to guide template and workflow strategy.
• Demonstrated ability to lead through others, including supervising managers and cross-functional teams.
• Excellent written and verbal communication skills, with the ability to translate data into clear recommendations for executive leadership.
• Strong project management, organizational, and problem-solving skills.

Preferred Qualifications

• Master's degree in Healthcare Administration, Business Administration, or related field.
• Experience in an academic medical center or large multi-specialty ambulatory environment; experience leading centralization or access transformation initiatives.
• Experience with workforce management or real-time adherence tools.Advanced proficiency with Microsoft Office Suite and business intelligence platforms.
• Project Management Professional (PMP), Lean/Six Sigma certification, or Certified Healthcare Access Manager (CHAM).

Additional Details

• The work occurs in a typical office environment within an academic medical center. Work location varies between telecommuting and OHSU campus/clinic sites as needed. Core hours are generally 8:00 am to 5:00 pm, Monday through Friday, with flexibility required to meet operational and leadership needs. Occasional travel to clinic and centralized access sites is required.
• Able to perform the essential functions of the job with or without accommodation. Subject to computer work for extended periods, as needed. May be expected to utilize standard office equipment within the work area.

Why apply to OHSU?

We are Oregon's only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington. All are welcome. OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply. To request reasonable accommodation, contact [email protected]