Director of Access

General Summary:

Leads access for all HIA services, including HIA Hospice, HIA Heather’s House Hospice, HIA Primary Care, HIA Palliative Care, and community services. Reporting to Mission Advancement, this role is accountable for creating an exceptional experience for referral partners, patients, families, caregivers, and community stakeholders. Ensures timely response, accurate referral disposition, seamless care transitions, and reliable handoffs while fostering a culture of growth, responsiveness, collaboration, and continuous improvement. Serves as a key ambassador for HIA, championing a patient- and family-first approach in every interaction.

Essential Functions:

• Lead call-center coverage, routing, scheduling and follow-up; ensure urgent clinical concerns reach qualified clinicians promptly, including after hours.
• Direct referral, enrollment and admissions workflows for all HIA services; use the appropriate service-specific criteria, records, consent and payer processes with responsible teams.
• Lead a focused community relations approach aligned with HIA’s strategic goals, strengthening referral relationships, service education and community engagement to increase awareness, grow referrals and serve patients and loved ones sooner; preserve accurate communication and patient choice.
• Lead nurse-navigation workflows that advance strategic referral development and growth through proactive engagement and cultivation of referral partner relationships, coordinated care and patient and family education. Address access barriers, concerns and hesitancy about the hospice benefit when patients are clinically eligible, supporting informed patient and family choice; ensure reliable handoffs, qualified clinical oversight and timely escalation of clinical concerns and unresolved barriers.
• Oversee the Transportation Manager’s service reliability, scheduling, staffing, vehicle readiness and safety processes within the approved transportation scope.
• Lead chart-review workflows for referral completeness, admission documentation and identified gaps; route clinical questions to qualified reviewers and track corrective follow-up.
• Report access performance and barriers by service line and for the enterprise to Mission Advancement; work with service leaders to improve response and transitions.
• Other duties as assigned

Leadership

• Develop team leaders, staffing plans, cross-coverage and competency with People and Education; promote ownership of each referral through a completed handoff, with priority for the patient/loved one experience.
• Coordinate admissions capacity with service leaders and resolve operational barriers early through the approved escalation pathway.
• Coach staff on clear explanations and respectful follow-up. Conversion goals must preserve patient choice and appropriate clinical decisions

​​​​​​​

Benefits:

We offer a robust benefits package for qualifying full-time and part-time employees. Depending on eligibility, a variety of benefits include health insurance, dental insurance, vision insurance, life insurance, a 401(k) retirement plan, short-term and long-term disability, and a generous time off package.

We have a Drug Free Workplace Policy. An accepted offer will require a drug screen and pre-employment background screening as a condition of employment.

Expectations of all Employees
Support the mission, vision and values through unequaled quality patient care, professional competence, collaboration, communication, innovation, accountability, ownership and provide support to the entire agency regardless of their primary office location.

HIA Health has HEART
Honor - Accepting the honor of service to hospice patients, families, and communities.
Excellence - Striving for excellence in my work, as we stand on hallowed ground.
Attitude - Choosing a positive attitude at work.
Respect - Training people with the same respect I wish to be given.
Teamwork - Valuing everyone’s contribution in delivery of care, operation of the organization and stewardship of our resources.