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Director, Access Support

Work Schedule/Days:  Day / Monday - Friday
Employment Type:  Full-Time
Location:  Support I 
Requisition #:  73812



The Director, Access Support will guide Children’s Healthcare of Atlanta to achieve key contact center performance and access improvement metrics. By tracking and analyzing quality and performance metrics, the Director will play an essential role in creating a more integrated, operationally efficient Access Center as we move toward seamless access for providers and families.


  1. Partners with the Director, Access Operations and the Access Guiding Team to build a service excellence team providing contact center and physician practice operations. Necessary support services include, but are not limited to, workforce management for contact center staffing, provider capacity management/template design and building, data analytics, training and quality assurance, and telemedicine.
  2. Actively participates in Access Improvement projects to deliver on key contact center performance metrics (first contact resolution, service level within 30 seconds) and access improvement metrics (scheduled within 1 business day, last minute cancellation and no show, schedule utilization, scheduled within 14 days)
  3. Ensures contact center and physician practice support services are delivered smoothly and efficiently
  4. Manages contact center service level agreements with all practice stakeholders including physicians and administrative partners 
  5. Oversees the design, monitoring, and implementation of all governance committees related to provider capacity management (templates) 
  6. Oversees the budgeting, staff management, and general operations of the department
  7. Creates provider capacity tracking dashboards
  8. Creates staff performance and quality tracking metrics and dashboards
  9. Delivers industry standard (or better) performance in key performance metrics including first contact resolution and service level 80% within 30 seconds
  10. Creates a goal-oriented culture of collaboration across all patient access departments for effective problem solving


  • Bachelor's degree


  • Minimum of five years relevant experience 
  • Minimum of three years of management or supervisory experience
  • Experience in physician group practice and scheduling workflows, preferred
  • Advanced leadership and management skills
  • Strong strategic business insight and judgment
  • Experience in building a high-functioning team 
  • Experience in project management


  • Strong understanding and demonstrated use of Epic template management, Cadence, and NICE
  • Demonstrated knowledge of patient access workflow and policies, and ability to incorporate best practices
  • Highly motivated self-starter who can motivate others
  • Advanced leader with ability to create strong culture for continuous improvement
  • Strategic thinking, ability to see the forest through the trees
  • Sound and responsive decision-making and problem-solving skills
  • Excellent oral and written communication skills to convey complex information clearly to all levels 
  • Strong understanding of information technology specific to patient access


Safety: Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system. 

Compliance: Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process.

Maintains records of compliance activities and reports compliance activities to the Compliance Office.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification.  They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.


Ability to lift up to 15 lbs independently not to exceed 50 lbs without assistance
Bending/Stooping - Occasionally (activity or condition exists up to 1/3 of time)
Climbing - Occasionally (activity or condition exists up to 1/3 of time)
Hearing/Speaking - Effective communication with employees, supervisors/managers and staff. Effective communications with patients and visitors, as required.
Lifting - Occasionally (activity or condition exists up to 1/3 of time)
Pushing/Pulling - Occasionally (activity or condition exists up to 1/3 of time)
Sitting - Frequently (activity or condition exists from 1/3 to 2/3 of time)
Standing - Frequently (activity or condition exists from 1/3 to 2/3 of time)
Walking - Frequently (activity or condition exists from 1/3 to 2/3 of time)


About Us:

Children’s Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow.

With 3 hospitals, 20 neighborhood locations and a total of 673 beds, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 60 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report.

Children’s has been recognized as a Fortune 100 Best Place to Work, a Best Place for Working Mothers, and as a top employer for diversity and millennials.  We offer a comprehensive compensation and benefit package that supports our mission, vision and values.  We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country.  Connect to our mission of making kids better today and healthier tomorrow. 

Have questions about the recruitment process?  Check out What to Expect.

Address:  1575 Northeast Expressway, Bldg 1, Atlanta, GA  30329
Function:  Leadership/Management - Director/Senior Director

Nearest Major Market: Atlanta

Job Segment: Manager, EMR, Telemedicine, Pediatric, Quality Assurance, Management, Healthcare, Technology