Director, Service Delivery

Who we are:

Access TeleCare is the largest national provider of telemedicine technology and solutions to hospitals and health systems. The Access TeleCare technology platform, Telemed IQ, enables life-saving patient care through telemedicine and empowers healthcare organizations to build telemedicine programs in any clinical specialty. We provide healthcare teams with industry-leading solutions that drive improved clinical care, patient outcomes, and organizational health. We are proud to be the first provider of acute clinical telemedicine services to earn The Joint Commission’s Gold Seal of Approval and has maintained that accreditation every year since inception.

We love what we do and if you want to know more about our vision, mission and values go to accesstelecare.com to check us out.

What you’ll be responsible for: 

The Director of Service Delivery, reporting to the SVP of Operations, partners with business unit leadership to drive operational and service excellence at Access TeleCare. Acting as a strategic advisor, this role leverages analytics to improve clinical and business outcomes while ensuring high-quality care as the organization scales. The Director will oversee a Support Specialist to assist with executing on performance improvement initiatives that enhance clinical quality and support sustainable growth.

What you’ll work on: 

• Act as a key strategic partner in planning and decision-making across the business unit leading the development of a continuous improvement culture and optimizing services through innovative, data-driven solutions
• Collaborate with the Director of Service Excellence and act as the liaison between business unit operations and clinical operations teams.
• Drive advanced analytics initiatives, including partnerships with machine learning and AI teams.
• Investigate the root causes of suboptimal service performance, identify actionable solutions, and drive process improvement initiatives and action plans to enhance performance and align with business unit objectives.
• Utilize quantitative analytics to guide practice’s perspectives towards providers and clients to ensure clinical performance levels are clearly communicated, understood, and effectively addressed.
• Support business unit leadership in identifying, creating reports, and overseeing operational and clinical performance metrics to pinpoint areas for improvement.
• Partner with business unit leadership and Finance team on forecast modeling initiatives.
• Lead process optimization projects, working cross-functionally to implement solutions that improve business outcomes.
• Guide and influence business unit leadership on key initiatives, removing barriers to execution.
• Collaborate with Analytics and Data Warehouse teams to maintain a central registry of Access TeleCare Neurology service sites and clinical programs
• Assist the Service Delivery Specialist in maintaining clinical service profiles within applications like Salesforce, TIQ, and CRM.
• Manage initiatives that align with annual operating budget targets in collaboration with business unit leadership.
• Innovate strategic initiatives to improve internal efficiency and effectiveness.
• Develop and constantly enhance performance dashboards with IT, Data Warehouse and Analytics teams to monitor key metrics for the business unit.
• Support business unit leadership on generating MOR and other key presentations/reports.

What you’ll bring to Access TeleCare:

• Master’s degree preferred.
• 5-7+ years in healthcare administration, including leadership experience.
• Proficiency in Microsoft Office and advanced analytics tools (e.g., Tableau, SQL, Python).
• Strong problem-solving, organizational, and time management skills.
• Proven ability to manage multiple projects in a fast-paced, evolving environment.
• Experience with process creation, change management, and strategic planning.
• Strong interpersonal and communication skills, with a collaborative, proactive attitude.
• Ability thrives in Fast-paced, high-growth organization
• Ability to for occasional travel to headquarters for key meetings.
• Ability to remain stationary for extended periods

Company perks:

• Remote Work
• Health Insurance (Medical, Dental, Vision)
• Health Savings Account
• Flexible Spending (Medical and Dependent Care)
• Employer Paid Life and AD&D (Supplemental available)
• Flexible Vacation Policy, Wellness Days, and Paid Holidays

About our recruitment process:
We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we would like to speak with you. You can expect up to 4 interviews via Zoom.

Access TeleCare, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, marital status, national origin, disability, protected veteran status, race, religion, sex, or any other characteristic protected by applicable laws, regulations, and ordinances.