Ancillary Services Director

Description:

About the role:

The Ancillary Services Director provides strategic and people-centered leadership for Heritage Health’s ancillary depts and patient access functions, including the Call Center, Specialty Referrals, Medical Records, and Nurse Triage. This role is responsible for building high-performing teams, reliable processes, and integrated systems that support exceptional patient access, continuity of care, and provider effectiveness across medical, dental, and behavioral health services.

At Heritage Health, supporting our providers is a strategic priority. The Ancillary Services Director is a key leader in creating an environment where providers are supported by reliable systems, responsive teams, and clear workflows—allowing them to focus on what matters most: caring for patients and communities.

The Director serves as a key operational leader within the Patient-Centered Medical Home (PCMH) model, ensuring ancillary services function as a cohesive, responsive, and continuously improving system. Success in this role requires strong people leadership, data-driven decision making, and a commitment to operational excellence and respect for people.

Why You Should Join our Dynamic Healthcare Team:

Passionate Purpose: We're committed to enhancing lives, every day.

Unmatched Support: We are committed to a fun and supportive team environment.

Balanced Lifestyle: No weekends or holidays, ensuring a healthy work-life balance.

Collaborative Care: Work with a dedicated team to provide the best patient outcomes in the right settings.

Exceptional Rewards: Competitive pay, and benefits

Benefits:

Health Insurance: 100% employer-paid employee coverage for medical, dental, and vision plans for full-time employees.

Life Insurance: Employer-paid for 1x annual salary (optional coverage available for additional cost).

Disability Insurance: Short-term disability insurance based on age & salary. 100% employer-paid long-term disability insurance.

Retirement: 403 (b) plan: Heritage Health matches up to 4% of employee contributions.

Paid Time Off Benefits:

• 120 hours PTO (Paid Time Off)
• 56 hours EIB (Extended Illness Bank)
• 80 hours Company Holidays (for full-time employees)

Employee Assistance Program (EAP): Enjoy free telehealth visits for healthcare, counseling, and health and wellness coaching for all employees and their immediate household members.

Requirements:

• Minimum of five (5) years of progressive healthcare leadership experience
• Bachelor’s degree in healthcare administration, business, nursing, behavioral health, or related field (Master’s preferred)
• Demonstrated experience leading multi-team or multi-function operations
• Experience in ambulatory, FQHC, or integrated healthcare settings preferred
• Strong working knowledge of healthcare operations, access workflows, and compliance requirements

Your Essential Duties:

• People Leadership & Culture (Primary Accountability)
• Lead, coach, and develop supervisors and team leads with a strong emphasis on leadership growth, accountability, and engagement.
• Create a supportive, inclusive, and high-performing work environment grounded in Heritage Health values.
• Build leadership capability within ancillary services teams through regular coaching, feedback, and development planning.
• Foster psychological safety, trust, and collaboration across teams that frequently manage high-volume, high-stress work.
• Hold leaders accountable for both results and behaviors.
• Actively manage performance, recognition, and corrective action in a timely, respectful, and consistent manner.

Operational Excellence & Process Improvement

• Own and continuously improve end-to-end workflows for ancillary services supporting medical, dental, and behavioral health.
• Establish and maintain standard work, clear handoffs, and defined escalation pathways.
• Implement a Daily Management System (DMS) including:
• Visual management
• Daily and/or weekly huddles
• KPI review and barrier escalation
• Use data and root cause analysis (PDSA, trend analysis) to identify inefficiencies and implement sustainable improvements.
• Ensure improvements are embedded into training, standard work, and performance expectations.

Access, Coordination & Patient Experience

• Ensure ancillary services support timely access to care and smooth patient navigation.
• Partner with clinic operations, clinical leaders, and centralized services to reduce delays, handoff failures, and rework.
• Monitor and improve patient-facing metrics such as response times, referral turnaround, and issue resolution.
• Address escalated patient and provider concerns with professionalism, empathy, and a systems-thinking approach.

Cross-Service-Line Integration

• Ensure ancillary services are designed and operated to support medical, dental, and behavioral health equitably.
• Partner with clinical and operational leaders to align workflows and expectations across service lines.
• Break down silos by creating shared goals, metrics, and communication structures.
• Act as a unifying operational leader for back-office support across the organization.

Performance Management & Data-Driven Leadership

• Define, monitor, and act on key performance indicators (KPIs) related to patient experience, access, quality, productivity, and staff engagement.
• Use data to guide staffing models, resource allocation, and improvement priorities.
• Translate performance insights into clear action plans for supervisors and teams.

Compliance, Quality & Safety

• Ensure compliance with all applicable healthcare regulations, privacy standards, and organizational policies.
• Support audits, quality improvement initiatives, and regulatory readiness.
• Reinforce Heritage Health’s safety culture and ensure staff completion of required training.
• Maintain high standards for confidentiality, data security, and patient rights.
• Regular and predictable attendance is an essential function of this position.
• Performs miscellaneous job-related duties as assigned.

Your Essential Leadership Duties

• Fosters a person-centered environment and culture to meet the organization’s mission, vision, and values.
• Accountable for fostering an environment and culture that focuses on fulfilling the organization’s mission, vision, and values through collaboration.
• Leads and mentors direct reports so that they have the tools and resources needed to partner efficiently with each other, employees and community partners.
• Practices effective communication with active listening, adaptability, empathy, and transparency.
• Leads by an example of self-awareness and curiosity by proactively seeking feedback and modifying behavior accordingly.
• Ensures every member of the team works to their fullest potential by driving engagement, accountability, setting goals, and providing direction.
• Fosters a trust-based work environment as a leader by modeling dignity, respect, fairness, and confidentiality.

Your Success Factors

• Proven ability to lead and develop people at multiple levels
• Strong operational and systems thinking
• Comfort leading change and improvement in complex environments
• Data fluency and ability to translate insights into action
• Excellent communication, conflict management, and coaching skills
• Ability to balance empathy with accountability
• Commitment to continuous improvement and respect for people