Executive Director, Enterprise Ambulatory Access

The Executive Director, Enterprise Ambulatory Access, is a senior leader responsible for the strategic oversight, integration, and optimization of patient access operations across Mass General Brigham's ambulatory enterprise. This role leads the system-wide Capacity Management, Contact Center, and Clinical Navigation teams, and is accountable for driving a unified, high-performing access infrastructure that supports enterprise growth, enhances patient and provider experience, and improves operational efficiency.

Reporting to the Vice President of Enterprise Ambulatory Operations, the Executive Director provides leadership across a diverse portfolio of access functions and plays a critical role in shaping and executing enterprise-wide strategy for access, including operational performance, scalability, innovation, and integration with digital, clinical, and population health initiatives. This role leads through subordinate directors and managers and collaborates closely with system and entity leadership across operations, IT, finance, clinical departments, and external partners.

• Provide enterprise leadership and strategic direction for access operations, including capacity management, contact center operations, and clinical navigation.
• Partner with executive leadership to develop and implement long-term strategies and annual business plans that align with broader organizational priorities and health system goals.
• Ensure alignment between enterprise access functions and the organization's growth, equity, and experience objectives.

• Accountable for the operational and financial performance of the enterprise access functions, including budgeting, forecasting, staffing models, and performance monitoring.
• Identify, analyze, and resolve highly complex and cross‑functional operational challenges using advanced critical thinking and data‑driven decision‑making.
• Develop and maintain operating standards and performance metrics to ensure consistent delivery of high‑quality service across all access channels.

• Support system‑wide integration efforts to harmonize access‑related processes, technologies, and teams across entities and specialties.
• Guide transformation initiatives to modernize access infrastructure, including implementation of scalable models for scheduling, triage, and communication.
• Oversee adoption of best practices and support continuous improvement methodologies to drive operational excellence.

• Serve as a key liaison between access operations and enterprise stakeholders, including clinical departments, digital and technology teams, revenue cycle, and regulatory affairs.
• Influence system‑level decision‑making through active participation in cross‑functional leadership forums and enterprise planning efforts.
• Foster a collaborative, transparent culture among operational and clinical leaders to support unified execution of access strategy.

• Lead a team of directors and managers responsible for day‑to‑day access operations; provide mentorship, performance development, and succession planning.
• Establish and maintain an inclusive culture that prioritizes accountability, innovation, and service excellence.
• Responsible for talent management functions, including hiring, performance evaluation, and workforce development strategies.

Required:

• Minimum of 10 years of progressively responsible leadership experience in healthcare operations, with at least 5 years in a senior management role overseeing access or ambulatory operations at a large, complex healthcare organization.
• Demonstrated success leading through subordinate leaders and managing complex, cross‑functional teams.
• Expertise in health system operations, patient access, call center or scheduling operations, digital engagement strategies, and clinical workflow integration.
• Proven ability to manage budgets, lead transformational initiatives, and align operational outcomes with strategic goals.

Preferred:

• Master's degree in Healthcare Administration, Business Administration, Nursing, Public Health, or…