Director, Ambulatory Capacity Management - Ambulatory Admin - Full Time 8 Hour Days (Exempt) (Non-Union)

The Director of Ambulatory Capacity Management & Optimization provides strategic and operational leadership to ensure efficient utilization of ambulatory capacity, equitable patient access, and continuous improvement across all USC Care ambulatory locations. Reporting to the Chief, Ambulatory Operations and Access, the Director leads enterprise-wide initiatives that integrate data-driven capacity management, scheduling optimization, and innovative technology solutions to enhance patient experience, provider efficiency, and organizational growth with a focus on maximizing provider and space utilization across USC Care. This role aligns operational performance with strategic growth goals by integrating advanced analytics, technology, and process improvement to strengthen patient access and operational efficiency. This position serves as a bridge between operational management and executive strategy-ensuring that ambulatory access, capacity utilization, and patient scheduling excellence drive the organization's mission of delivering timely, equitable, and high-quality care.

Essential Duties:

• Strategic Leadership & Planning * Define and execute an enterprise strategy for ambulatory access and capacity optimization aligned with the organization's mission, vision, and growth objectives.Partner with executive, clinical, and operational leaders to standardize management of provider schedules, templates, and time allocation across all ambulatory departments. * Translate organizational goals into actionable initiatives that improve access, balance capacity and demand, and reduce scheduling inefficiencies. * Lead systemwide improvement efforts to streamline scheduling, registration, and referral workflows.
• Operational Oversight * Oversee centralized management of provider templates, scheduling tools, and associated protocols to ensure alignment with demand and patient access goals. * Direct capacity analysis, forecasting, and reporting to identify opportunities for efficiency, growth, and service expansion. * Manage day-to-day operations of the Ambulatory Access & Capacity team, ensuring high-quality service delivery, operational consistency, and adherence to SLAs. * Collaborate with Digital and Technology teams to optimize scheduling platforms, integrate advanced analytics, and enable data transparency.
• Performance Improvement & Innovation * Promote a culture of continuous improvement, collaboration, and data-informed decision-making across ambulatory practices. * Lead initiatives to enhance access equity, scheduling accuracy, and space utilization. * Introduce and sustain innovative approaches to workflow redesign, automation, and process transformation. * Develop and monitor performance metrics and KPIs related to patient access, provider utilization, and operational efficiency.
• Team Leadership & Development * Lead, mentor, and develop a multidisciplinary team of access analysts, coordinators, and managers. * Establish professional development plans and foster a culture of accountability, inclusion, and excellence. * Promote cross-functional collaboration between Ambulatory Operations, Digital Health, Finance, and Clinical Departments. * Manage recruitment, onboarding, and performance evaluation processes for team members.
• Financial & Resource Management * Oversee operational and capital budgets for the Ambulatory Access & Capacity function. * Use financial and operational data to guide decisions on staffing, technology investments, and process improvements. * Identify cost savings and efficiency opportunities through better utilization of existing capacity and resources.
• Communication & Stakeholder Engagement * Serve as the primary liaison for access and capacity initiatives across the organization. * Provide regular updates, dashboards, and reports to senior leadership and departmental chairs on key metrics and outcomes. * Facilitate effective communication among physicians, administrators, and operational teams to align efforts and sustain improvements.
• Performs other duties as assigned or requested.

Required Qualifications:

• Req Bachelor's Degree Healthcare Administration, Business, or related field.

• Req 5-7 years Progressive leadership experience in healthcare operations, ambulatory access, or capacity management.

• Req Strategic thinking and execution, data-driven decision-making, experience in change leadership.
• Req Advanced analytical, project management and problem-solving abilities.
• Req Ability to lead in a matrixed environment and influence without direct authority.
• Req Extensive experience in ambulatory services delivery and operational oversight.
• Req Experience partnering with physicians to influence clinic and operational decision making.
• Req Demonstrated success fostering innovation and continuous improvement.
• Req Operational Excellence and financial acumen.
• Req Staff development and mentorship.
• Req Commitment to health equity and shaping the human experience.
• Req Exceptional communication and interpersonal skills.
• Req Proven success leading multidisciplinary teams in a large, complex health system.
• Req Strong understanding of Cerner or similar EHR scheduling algorithms and applications.
• Req Demonstrated expertise in process improvement, data analytics, and change management.

Preferred Qualifications:

• Pref Master's degree Healthcare Administration, Business, Public Health, or equivalent degree.

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)
• Pref Project Management Professional (PMP) Project Management Professional (PMP) Certification
• Pref Certified Change Management Professional (CCMP) Certified Change Management Professional (CCMP) Certification