System Director, Capacity Management and Access

Position Summary

The System Director, Capacity Management and Access provides strategic and operational leadership for the health system’s centralized command center, capacity management, patient flow and patient access services. This role oversees enterprise-wide functions that optimize patient throughput, capacity management, transfers, bed placement, centralized scheduling, and call center operations. The System Director partners with executives, physicians, and operational leaders to ensure efficient utilization of resources, timely access to care, and a seamless patient and provider experience across the health system.

Key Responsibilities:

Strategic Leadership

• Develops and executes a system-wide vision and playbook for integrated command center and access operations aligned with organizational goals.
• Establishes policies, procedures, and performance standards that improve access, patient flow, and operational efficiency.
• Collaborates with senior leadership to forecast demand, manage capacity, and drive strategic initiatives that enhance quality, safety, and experience.

Operational Oversight

• Oversees the management team of Command Center and Access Center to maintain efficient operations. These teams consist of patient placement nurses, transfer center nurses, assistant director of operations nurses and departure lounge.
• Ensures appropriate staffing, training, and development of leaders and team members across both functions.
• Ensures staff maintain competency for roles and development plans are in place for ongoing growth, development and retention.
• Understands, recommends and supports implementation of technology solutions to optimize real-time data visibility, predictive analytics, and workflow efficiency.
• Monthly review of data to ensure ongoing performance monitoring. This includes but is not limited to Command Center, departure lounge, Access Center, and throughput data.

Performance & Continuous Improvement

• Establishes key performance indicators (KPIs) and dashboards to monitor access, throughput, call performance, and utilization.
• Effective communication with staff to connect strategy with operations.
• Identifies and drives process improvements that improves patient flow and access.

Collaboration & Stakeholder Engagement

• Partners with clinical and operational leaders to balance capacity, demand and access across the System.
• Serves as a key liaison with IT, finance, quality, and other support functions to ensure alignment.
• Engages physicians, nursing leadership, business development and community providers in improving transfer, referral, and scheduling processes.

Qualifications:

• Bachelor’s degree in Nursing. Master’s degree in Nursing or Healthcare Administration.
• 5–10 years of progressive leadership experience in hospital operations, patient access, command center, or capacity management.
• Strong knowledge of healthcare operations, patient flow, scheduling, and transfer services.
• Demonstrated success leading large, complex teams across multiple sites.
• Experience implementing technology-enabled solutions and process improvement methodologies (Lean, Six Sigma).
• Excellent communication, relationship-building, and change management skills.

Key Competencies:

• Strategic and systems-level thinker with ability to translate vision into action.
• Strong analytical and problem-solving skills with data-driven decision-making.
• Proven ability to lead through change, influence stakeholders, and achieve results.
• Commitment to patient-centered care, equity, and organizational mission.