Operations - Senior Director of Patient… at Marana Health · Marana

Marana Health is seeking a Senior Director of Patient Access to join the Operations team at the Marana Main Health Center, located in the heart of Marana, AZ.
The Senior Director of Patient Access Services provides strategic and operational leadership for patient access functions across Marana Health, ensuring timely, efficient, and patient-centered access to care. This position oversees patient access, Medical Contact Center operations, Membership Services, site operations, patient experience initiatives, and access management strategies that support organizational growth and service excellence.

The Senior Director partners with clinical, operational, and administrative leaders to improve access to care, optimize workflows, enhance patient satisfaction, and strengthen patient engagement. This role is responsible for creating a seamless patient experience from initial engagement through ongoing care while fostering a culture of accountability, collaboration, and continuous improvement.

Marana Health is a Federally Qualified Community Health Center (FQHC), with 11 sites in Tucson and Pima County. Our mission is to improve our community by providing exceptional, whole-person healthcare.

The following qualifications are required:
• Bachelor's degree in Healthcare Administration, Business Administration, Public Health, Marketing, or a related field.
• Minimum of seven (7) years of progressive healthcare leadership experience.
• Minimum of five (5) years of leadership experience in patient access, ambulatory operations, contact center management, healthcare marketing, practice operations, or related functions.
• Experience leading multiple departments, programs, or service lines.
• Experience utilizing operational and performance metrics to drive decision-making and improve outcomes.
• Fingerprint Clearance Card through the Arizona Department of Public Safety
• Current Arizona driver’s license with clean driving record and proof of current vehicle insurance (39-month MVR will be run by MH)

The following qualifications are preferred:
• Master's degree in Healthcare Administration, Business Administration, Public Health, or related field.
• Experience leading multi-site healthcare operations.
• Federally Qualified Health Center (FQHC) experience.
• Experience overseeing centralized scheduling, contact center operations, patient access, referral management, or patient engagement programs.
• Lean, Six Sigma, Project Management, or other process improvement certification.
• Bilingual (English/Spanish)
Equivalent combination of education and experience may be considered if applicable and must be directly related to the functions and body of knowledge required to successfully perform the job.

This position has the following supervisory responsibilities:
Manages and monitors work performance of a division or department through direct reports and their teams, including evaluating work objectives and effectiveness, establishing broad organizational goals, and provisioning work and staffing assignments for the department.

The ideal candidate will also possess the following knowledge, skills, and abilities:
• Comprehensive knowledge of patient access operations, ambulatory healthcare
operations, scheduling, registration, referral management, and patient engagement
strategies.
• Knowledge of contact center operations, workforce planning, service level management, and patient experience principles.
• Knowledge of healthcare marketing, patient acquisition, retention strategies, and
community engagement practices.
• Strong leadership, coaching, and employee development skills.
• Ability to analyze operational, financial, access, and patient experience data and
implement improvement strategies.
• Strong project management, process improvement, and change management skills.
• Excellent communication, presentation, and relationship-building abilities.
• Ability to collaborate effectively with executive leadership, providers, managers, and staff across the organization.
• Ability to manage multiple priorities while maintaining a high level of service and
operational excellence.
• Proficiency with electronic health records, scheduling systems, contact center technology, and reporting tools.

Duties and Responsibilities:
• Provides strategic leadership and operational oversight for patient access services across the organization.
• Develops and implements strategies to improve patient access, appointment availability, patient retention, patient engagement, and service excellence.
• Oversees Medical Contact Center operations, Membership Services operations, scheduling functions, patient access processes, and assigned ambulatory operations.
• Provides leadership and oversight for Site Practice Managers to ensure operational consistency, access optimization, and efficient clinic operations across all locations.
• Oversees workforce planning, staffing models, productivity, service levels, and operational performance within assigned departments.
• Develops and implements patient acquisition, retention, and engagement strategies that support organizational growth and service utilization.
• Oversees marketing and community engagement initiatives designed to strengthen awareness of Marana Health services and improve patient engagement.
• Partners with clinical and operational leaders to improve access to care, provider utilization, scheduling effectiveness, and patient flow.
• Establishes and monitors key performance indicators related to patient access, Medical Contact Center performance, Membership Services performance, clinic operations, patient satisfaction, and organizational growth.
• Utilizes operational and patient experience data to identify trends, evaluate performance, and implement improvement initiatives.
• Leads initiatives to optimize workflows, standardize processes, improve operational efficiency, and enhance the patient experience.
• Supports organizational growth initiatives, expansion projects, and new service development through operational planning and access management strategies.
• Develops and maintains policies, procedures, and operational standards that support organizational goals and regulatory compliance.
• Collaborates with Information Technology, Clinical Operations, Marketing, and other departments to support system enhancements and organizational initiatives.
• Oversees patient satisfaction programs, service recovery efforts, complaint resolution processes, and patient experience improvement initiatives.
• Promotes a culture of accountability, collaboration, customer service, and continuous improvement throughout assigned departments.
• Recruits, develops, mentors, and retains high-performing leaders and staff.
• Supports succession planning and leadership development initiatives within assigned areas.
• Ensures compliance with applicable federal, state, accreditation, and organizational requirements.
• Performs other duties as assigned.

Benefits:
Marana Health’s vision is to be the premier provider and employer in community health. To support our mission and vision in our community, Marana Health believes health and well-being must start at home. Therefore, employees have many opportunities to care for our own health and wellness with benefits such as:
Medical, Dental, and Vision
403(b) with employer contribution
Short-term disability and other benefits
Paid time off including 11 holidays plus vacation and sick leave accrual
Paid bereavement, jury duty, and community service time
Education reimbursement ($3,000 per year for full-time)
Marana Health is committed to providing equal employment opportunities to all individuals, including those with disabilities and pregnancy-related conditions. If you require a reasonable accommodation to apply for a position or to participate in the interview process under the Americans with Disabilities Act (ADA) or the Pregnant Workers Fairness Act (PWFA), please contact our Human Resources Department at 520-682-4111.

Marana Health will recruit, hire, train, and promote persons in all job titles without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. In addition, all personnel actions such as compensation, promotion, demotion, benefits, transfers, staff reductions, terminations, reinstatement and rehire, company-sponsored training, education and tuition assistance, and social and recreational programs will be administered in accordance with the principles of equal employment opportunity.