Access Operations & Performance Manager - 137581

The Access Operations & Performance Manager, Cancer Services is a strategic leader responsible for advancing patient access excellence across the cancer service line. This role oversees core access functions including the call center, new patient coordination, and surgery scheduling, ensuring a seamless and patient-centered experience. This position requires strong project management capability, the ability to lead large teams, and experience coaching new and developing leaders. Through rigorous analysis of performance metrics and trends, the manager drives transformative improvements that strengthen operational efficiency and support institutional access goals. The manager partners closely with administrative and physician leaders, patient access teams, and other key stakeholders to design and implement standardized workflows and innovative solutions that improve access and utilization.

Key Responsibilities

• Provide oversight of call center operations, new patient coordination, and surgery scheduling for cancer services.

• Analyze performance metrics, develop insights, and inform strategic planning and decision-making across cancer services.

• Lead the development, provision, and ongoing management of key success metrics that evaluate service line access and inform operational priorities.

• Standardize scheduling workflows and redesign access processes to enhance ease of access for patients and staff.

• Drive process reengineering and implement improvements that support access, capacity optimization, and operational efficiency.

• Manage and advance cancer services-wide access and capacity initiatives through strong project management and disciplined execution.

• Foster a goal-oriented environment that supports staff development, team cohesion, and consistent achievement of performance expectations.

• Utilize data to identify opportunities, monitor trends, and guide resource planning, space utilization, and scheduling optimization.

• Maintain a strong understanding of outpatient workflows, healthcare delivery trends, and patient access operations at academic medical centers.

• A Bachelor's degree in business, healthcare administration, or related area and/or equivalent combination of experience/training.

• Seven (7) or more years of relevant experience in a large healthcare setting.

• Demonstrated success in healthcare patient access, capacity management, and/or healthcare operations management.

• Experience leading large teams.

• Strong program and project management skills, with experience implementing operational improvements in complex healthcare settings.

• Strong analytical and problem-solving skills, with the ability to interpret data and apply insights to operational decisions.

• Excellent interpersonal, communication, and stakeholder management skills, with the ability to build strong, collaborative relationships across disciplines.

• Familiarity with clinical terminology and healthcare operations in an academic medical center environment.

• Master's degree in healthcare administration, public health, or business.

• Effective change management experience and process improvement certification (Lean Six-Sigma Certification).

• Experience in outpatient oncology or cancer service line operations, including operations, access, or surgical scheduling.

• Demonstrated success in call center management, access operations, performance improvement, capacity management, and/or resource optimization across multi-disciplinary service lines.

• Must be able to work various hours and locations based on business needs.
• Employment is subject to a criminal background check and pre-employment physical.