Sr Director, Access Design (Business Applications)

Nemours Children's Health is seeking a Sr Director, Access Design (Business Apps-scheduling) to join our team in Wilmington, Delaware.

The Senior Director of Access Design leads enterprise access design and standardization by overseeing decision supported scheduling design, and centralized template management. This role manages Access Strategists and the template specialist team, ensuring scheduling workflows, decision logic, and template structures are aligned, scalable, and grounded in operational reality to support consistent patient access.

The Senior Director serves as the primary link between clinical, operational, and system teams to translate access design into clear, executable workflows across all scheduling channels. They are accountable for governance, performance outcomes, and continuous improvement, ensuring decision trees and templates effectively manage demand, optimize provider capacity, and maintain consistency across regions and specialties. This role reports to the AVP, Access Design & Transformation.

Essential Functions:

• Lead and develop access design department, governance models, setting direction, priorities, performance expectations, and building team capability.
• Define the enterprise operating model for access design and template management, including team structure, workflows, and standards for consistent execution.
• Serve as the senior facilitator and escalation point for complex access design, template, and governance decisions, balancing clinical intent, operational realities, and system constraints.
• Oversee centralized template design and governance, ensuring alignment to enterprise standards, sustainability, and specialty needs.
• Own enterprise governance of scheduling decision trees and access logic, including intake, prioritization, decision-making, and sustainment.
• Ensure alignment between decision logic, template design, and operational workflows to optimize demand management, provider capacity, and timely patient access.
• Accountable for ensuring provider schedules are full and remain optimized over time, leveraging template design, demand shaping, and access strategies to minimize gaps and maximize capacity utilization.
• Lead performance management for access design and templates, using data to identify variation, gaps, and opportunities to improve fill rates, access, and efficiency.
• Partner across clinical, operational, and digital teams to align design, system capabilities, and execution, ensuring reliable performance across all scheduling channels.
• Lead adoption and sustainment of access-driven scheduling practices; define enterprise metrics (including schedule fill rates and access outcomes) and drive continuous improvement using structured problem-solving.
• Leads with a continuous improvement mindset, focused on everyday improvement while fostering a culture of respect, accountability, rigor & discipline.
• Participate in professional organizations and continuing education, ongoing personal and professional development to stay current with industry trends and best practices.
• Ensure required annual training programs and meetings in compliance with regulatory standards (e.g., Joint Commission, legal mandates).
• Support internal committees or workgroups as needed to advance organizational initiatives related to access, quality, safety, and service excellence.

Job Requirements:

• Bachelor's Degree required.
• Minimum of five (5)+ years experience required.
• Experience in healthcare with emphasis on patient access required.
• Demonstrable experience in design, documentation and implementation of workflows, policies and procedures required.