Senior Director, Clinical Support & Patient Access

ADP, Inc.; Las Cruces (NM); On-site; USD 100,000 - 150,000; Full time

Job summary

ADP, Inc. in Las Cruces, NM seeks a Director of Clinical Support & Operations to provide strategic and operational leadership for clinical support functions, improving patient access and communication while coordinating care across MAs, nurses, and the care team.

You will lead staffing, performance management, and cross-functional collaboration to optimize nursing workflow and ensure HIPAA-compliant processes, with a focus on data-driven improvements.

Qualifications

• Experience leading clinical support operations.
• Experience coordinating care between patients, MAs, nurses, and care team.

Responsibilities

• Provide strategic and operational leadership for clinical support functions to facilitate efficient patient communication and nursing workflow.
• Lead, supervise, coach, and develop the Medical Assistant team with clear performance expectations and staffing.
• Oversee the MA team serving as the primary call buffer for nurses and ensure proper documentation and routing of calls.
• Establish standardized workflows for handoffs, follow-up, escalation, and tracking of patient requests.
• Partner with nursing leadership to develop workflows, call guides, escalation procedures, and job aids.
• Establish quality standards and monitor MA documentation, call handling, and adherence to HIPAA and procedures.
• Develop onboarding and competency programs for MAs and clinical staff with Training.
• Develop, monitor, analyze, and report KPIs such as call volume, routing timeliness, and nurse satisfaction.
• Develop staffing models based on call volume and organizational growth; optimize schedules and coverage.
• Serve as an operational liaison between clinical support and nursing leadership and collaborate with other departments.
• Continuously evaluate operations for efficiency and scale; lead process-improvement initiatives.

Skills

Strategic Leadership

Operational Leadership

Clinical Workflow Management

Care Coordination

Team Development

Performance Management

Workforce Planning

Quality Improvement

Data-Driven Decision Making

Process Improvement

Communication

Cross-Functional Collaboration

Change Management

Accountability

HIPAA Knowledge

Healthcare Operations Knowledge

Job description

ADP, Inc. in Las Cruces, NM seeks a Director of Clinical Support & Operations to provide strategic and operational leadership for clinical support functions, improving patient access and communication while coordinating care across MAs, nurses, and the care team.

You will lead staffing, performance management, and cross-functional collaboration to optimize nursing workflow and ensure HIPAA-compliant processes, with a focus on data-driven improvements.