Director of Clinical Access

Director of Clinical Access - Nashville

Location: Nashville, TN

Status: Full Time

Hours: 8:00 AM - 5:00 PM, some weekends if necessary

Are you a strategic, compassionate healthcare leader ready to make an impact? We are seeking an experienced Director of Clinical Access Center to oversee operations, ensure clinical excellence, and enhance patient access and experience. In this pivotal role, you will lead a multidisciplinary team responsible for coordinating patient admissions, triage, and care access across our organization. The Director will drive process improvement, optimize call center performance, and maintain high standards of clinical quality, compliance, and service delivery.

SUMMARY

This position charter defines the role of the Director, Clinical Access Center, a leadership position responsible for architecting, leading, and optimizing the organization's centralized point of entry for hospice and palliative care patients, families, and referral partners. It is responsible for the Access Center's overall vision, performance, and contribution to the organization's mission.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Oversee the full talent lifecycle for the center, including the recruitment, hiring, onboarding, and retention of a high-performing, multidisciplinary team of clinical (RNs) and non-clinical (Intake Coordinators) staff.

2. Provide direct oversight and leadership to the team of telephonic triage Registered Nurses (RNs) & after hours on call RN team
a. Ensure the provision of 24-hour-per-day, seven-day-per-week on-call coverage. Performs triage role utilizing nursing judgment and process to provide effective, timely and compassionate care to patients. b. Establish and enforce exacting standards for the telephonic assessment of patients. This includes expert evaluation of complex symptom management needs (e.g., pain, dyspnea, anxiety), crisis intervention, and addressing the unique physical, psychosocial, and spiritual needs of patients at the end of life and their families. c. Dispatches on call nurses as appropriate to clinical need d. Develop, implement, and maintain evidence-based clinical triage protocols specifically tailored for the complexities of the hospice and palliative care patient population. Ensure rigorous team training and adherence to these protocols to promote patient safety and consistency of care. e. Ensure that all triage nurse dispositions-whether providing self-care advice, dispatching an on-call field nurse, arranging for durable medical equipment, or escalating to a physician-are clinically appropriate, timely, well-documented, and effectively communicated to the broader care team.
3. The Director will lead the operational merger of the Intake & Admissions function into the Access Center, creating a single, streamlined pathway for patients to enter care.

a. Lead the successful integration of the administrative intake/admissions team with the clinical triage team.

b. Redesign and standardize the complete, end-to-end intake workflow

c. Ensure seamless operational coordination with external referral sources (hospitals, physician practices) and internal partners (sales/marketing, field admissions nurses).

d. Oversee the processes for the accurate, timely, and compliant collection of all required intake documentation. This includes patient consents, verification of hospice eligibility, and detailed payer information. The Director will collaborate directly with the RCM department to design workflows that prevent downstream billing and authorization issues.

e. Leverage technology platforms, including the Customer Relationship Management (CRM) and EMR systems, to automate and streamline intake processes wherever possible.

Develop and oversee comprehensive training programs and continuous professional development opportunities for all center staff. This includes initial and ongoing training on clinical protocols, empathetic communication techniques (e.g., SPIKES protocol), technology systems, regulatory requirements, and the core philosophy of hospice care.

5. Establish key quality metrics, systematically collecting and analyzing data, and using the findings to drive meaningful and continuous improvement in all aspects of the center's operations.

6. Take ownership of investigating and resolving any patient, family, or referral source complaints related to the Access Center. Implement thorough root cause analysis and develop effective corrective action plans to prevent the recurrence of service failures.

7. Ensure unwavering compliance with all applicable federal, state, and local regulations and accreditation standards.

Requirements

EDUCATION and/or EXPERIENCE

A Bachelor of Science in Nursing (BSN) from an accredited institution is required. A Master's degree in a relevant field such as Healthcare Administration (MHA), Business Administration (MBA), or Nursing (MSN) is strongly preferred. A minimum of three (3) to five (5) years of experience within a clinical call center, tele-triage operation, or a centralized patient intake/admissions department, including a minimum of 1 year of supervisory responsibilities.

CERTIFICATES, LICENSES, REGISTRATIONS

Current and unrestricted TN RN License or compact state license. If required to drive to carry out the duties of this position: current driver's license and automobile insurance as required by Tennessee State Law.