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Director of Clinical Access Center

12/2/2025

The Director of Clinical Access Center will oversee operations, ensure clinical excellence, and enhance patient access and experience. This role includes leading a multidisciplinary team responsible for coordinating patient admissions, triage, and care access across the organization.

Working Hours

40 hours/week

Company Size

201-500 employees

Language

English

Visa Sponsorship

About The Company

Alive is the only nonprofit provider of hospice care and end-of-life services in Middle Tennessee. Its mission is to provide loving care for people with life-threatening illnesses, support to their families, and service to the community in a spirit of enriching lives. This includes in-home and in-patient hospice care, grief support, advance care planning, outreach, support to underserved communities, education, financial assistance, a comprehensive volunteer program, and professional training through the Alive Institute. A pioneer in the “good death” movement, Alive established the third hospice in the nation in 1975. Today, it remains true to its roots as an innovator and leader, helping individuals Adapt to Life Limiting Illnesses Very Effectively (ALIVE). To learn more or volunteer, visit AliveHospice.org or call 615-327-1085. Facebook | facebook.com/alivehospice Twitter | twitter.com/alivehospice YouTube | youtube.com/alivehospice

About the Role

Description

Director of Clinical Access Center - 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. In close coordination with the Chief Operating Officer, Vice President, Clinical Operations & Palliative Care, and the Chief Nursing Officer, provide direct oversight and leadership to the team of telephonic triage registered nurses (RN's) and after hours on call RN team.

a. Lead the provision of 24-hour-per-day, seven-day-per-week on-call coverage.

b. Establish and enforce exacting standards for the telephonic assessment of patients. This includes collaboration with clinical staff to provide 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. Lead a team that 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 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 collect and analyze data, and use 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 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

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.

Key Skills

LeadershipClinical ExcellencePatient AccessProcess ImprovementCall Center PerformanceComplianceTriagePatient CareTeam ManagementTraining DevelopmentQuality MetricsComplaint ResolutionRegulatory ComplianceEvidence-Based ProtocolsCommunicationTechnology Utilization