Marin Community Clinics, founded in 1972, is today, a multi-clinic network with a wide array of integrated primary care, dental, behavioral, specialty and referral services. As a Federally Qualified Health Center (FQHC), we provide vital health services to almost 40,000 individuals annually in Marin County. The Clinics regularly receive national awards from the Health Resources and Services Administrations (HRSA). Our Mission is to promote health and wellness through excellent, compassionate care for all.

The Director Patient Engagement Services is a mission-driven leader dedicated to advancing equitable, efficient, and patient-centered access to care across Marin Community Clinics. This individual provides strategic direction, operational leadership, and compassionate oversight for all patient access departments, ensuring seamless coordination from the first point of contact through the full continuum of care.

Reporting to the Chief Operations Officer, the Director of Patient Engagement Services oversees and integrates the functions of the Call Center, Referrals, Health Information Management (HIMS), Health Hub, Outreach and Enrollment (CEC), Provider Coordination, and the Patient Relations Department. This role ensures that every patient encounter, whether by phone, referral, outreach, or complaint is guided by MCC’s mission of compassionate, affordable, and high-quality care for all.

Through strategic planning, collaboration, and data-driven management, the Director of Engagement Services strengthens system-wide efficiency, compliance, and service excellence. The incumbent plays a pivotal role in shaping access models that reduce barriers, improve patient satisfaction, and promote operational integrity throughout MCC’s multi-site network.

• Provide leadership and strategic oversight of all engagement-related departments, including the Call Center, Referrals, HIMS, Health Hub, Outreach & Enrollment (CEC), Provider Coordination, and the Patient Grievance Department.
• Develop and execute a unified strategy for patient access services that supports MCC’s mission, vision, and values while meeting organizational goals for growth, equity, and operational performance.
• Oversee day-to-day operations across assigned departments, ensuring coordinated workflows, standardized procedures, and seamless communication between clinical and administrative teams.
• Partner with the Chief Operations Officer, Chief Medical Officer, and department leaders to strengthen patient access pathways, streamline scheduling and referral processes, and optimize the patient journey across all sites and service lines.
• Lead and mentor departmental managers and supervisors, providing coaching, training, and development to foster accountability, engagement, and professional growth.
• Establish and monitor performance metrics (KPIs) for each area under oversight — including call volume response times, referral turnaround, health information integrity, enrollment outcomes, and grievance resolution timeliness.
• Oversee the Patient Relations Department to ensure patient concerns are handled promptly, respectfully, and in compliance with HRSA, CMS, Medi-Cal, and California regulatory requirements.
• Collaborate with the Manager of Patient Relations to identify trends, develop corrective actions, and communicate findings to executive leadership and the Quality Committee.
• Ensure compliance with all federal, state, and local regulations, including HRSA, HIPAA, CMS, and Medi-Cal requirements, as well as MCC policies governing data integrity, patient privacy, and access standards.
• Partner with IT and Quality teams to leverage technology platforms that enhance patient access, improve communication, and support performance monitoring.
• Oversee HIMS operations to ensure accurate documentation, timely release of information, and compliance with privacy and security standards.
• Direct Health Hub and CEC teams in outreach and enrollment efforts, ensuring that uninsured and underinsured patients receive assistance in accessing available health coverage and social support programs.
• Coordinate closely with the Provider Coordinators to maintain accurate provider scheduling, panel management, and service availability across sites.
• Lead cross-departmental initiatives focused on improving service recovery, reducing wait times, and enhancing patient satisfaction.
• Develop and manage departmental budgets, staffing models, and resource allocation plans in collaboration with Finance and Human Resources.
• Drive a culture of operational excellence, empathy, and equity — ensuring that access processes reflect MCC’s values of compassion, cultural humility, and responsiveness to community needs.
• Participate in executive leadership meetings, contribute data-informed insights and recommendations to improve system access and patient engagement.
• Represent MCC in external partnerships, collaborative networks, and community forums focused on healthcare access, enrollment, and equity.
• Ensure effective communication between access teams, site leadership, and clinical departments to maintain continuity and coordination of care.
• Perform other duties and special projects assigned by the Chief Operations Officer.

Supervisory Responsibilities:

• Maintain appropriate staff levels and participate in recruitment.
• Onboard, train and support continued development of staff.
• Manage employee performance, effectively communicate expectations and goals and provide performance feedback and evaluation in a thorough and timely manner.
• Complete time and attendance requirements for team, approving timesheets, time off requests, and ensure accurate and timely completion for payroll.
• Ensure a safe, secure and legal work environment by upholding MCC’s policies and procedures.

Education and Experience:

• Bachelor’s degree in health administration, Public Health, Business, or a related field required; Master’s degree strongly preferred.
• Minimum of 5-7 years of progressive leadership experience in healthcare operations, access management, or patient experience — with at least 3 years in a management role overseeing multiple functional teams.
• Proven success managing large, multi-site healthcare operations or patient access departments (Call Center, Referrals, HIMS, Outreach/Enrollment, or Grievance functions).

Required Skills and Abilities:

• Strong knowledge of FQHC regulatory requirements, HRSA standards, HIPAA, and Medi-Cal access and grievance regulations.
• Demonstrated experience developing and monitoring departmental budgets, workforce plans, and performance improvement initiatives.
• Exceptional leadership and interpersonal skills with the ability to inspire cross-functional collaboration and high performance.
• Strong analytical and strategic-thinking abilities; adept at using data to drive decision-making and process improvement.
• Excellent written and verbal communication skills, with an ability to engage effectively with diverse staff, patients, and community partners.
• Experience with Electronic Health Records (Epic preferred), call center management systems, and referral tracking platforms.
• Bilingual English/Spanish highly preferred.
• Commitment to MCC’s mission of providing equitable, high-quality healthcare to all members of the community.
• Knowledge and experience using Electronic Health Records and Practice management software as well as other commonly used computer products (Microsoft Office).

Physical Requirements and Working Conditions:

• Fulfill immunization and fit for duty regulatory requirements.
• This position is on site at our Novato office.
• Occasional travel to our clinics and community partners in Marin.
• Prolonged standing and walking
• Prolonged periods of sitting at a desk and working on a computer, with keyboard and mouse.
• Must be able to lift up to 15 pounds at times.

Benefits:
Our benefits program is designed to protect your health, family and way of life. We offer a competitive Benefits Program that includes affordable health insurance and Health Reimbursement Accounts (HRA), Dental and Vision Insurance, Educational and Continuing Education Benefits, Student Loan Repayment and Loan Forgiveness, Retirement Plan, Group Life and AD&D Insurance, Short term and Long Term Disability benefits, Professional Fee Reimbursement, Mileage and Cell Phone Reimbursement, Scrubs Reimbursement, Loupes Reimbursement, Employee Assistance Programs, Paid Holidays, Personal Days of Celebration, Paid time off, and Extended Illness Benefits.


Marin Community Clinics is an Equal Employment Opportunity Employer