Job Posting: Vice President, Ambulatory Enterprise Patient Access

Job Title: 

Vice President, Ambulatory Enterprise Patient Access

Organization: 

Vanderbilt University Medical Center

Location: 

Nashville, TN 

Summary: 

Vanderbilt University Medical Center (VUMC) manages 165 outpatient clinic locations across four states, generating over 2.5 million outpatient visits annually. Working under the direction of the Executive Vice- President, Adult Ambulatory Operations and in collaboration with the Access Medical Director, the Vice- President of Ambulatory Enterprise Patient Access (VP-AEPA) is responsible for the operations, strategic planning, and tactical execution of VUMC’s Patient Access Services (PAS) division. This system-level leader is responsible for ensuring that such services reflect VUMC’s mission, vision, values, and strategic plan, and works as a partner with key operations leaders to ensure positive patient and stakeholder experience. While the primary purpose is to ensure that VUMC Adult Ambulatory Enterprise’s front door, the Access Center, meets the needs of patients, the community, and the organization, this leader is also expected to identify, anticipate, and respond to trends and to act as a resource to fellow leaders in improving both access, operations, and efficiency. The VP-AEPA will lead an organization of over 300 employees and will manage all elements of the PAS Division across multiple channels and sites, ensuring optimal patient/client satisfaction for internal and external customers while maximizing technology, performance, and throughput.
 

Key Responsibilities

  • Responsible for the strategic vision of both the Care Connections and Referral Management contact centers to deliver an optimal customer experience.
  • Lead access-focused initiatives that create and support exceptional access and service for patients, faculty and referring providers.
  • Strategic planning to align with organizational growth initiatives, as well as technology advancement.
  • Partner with executive leadership including Revenue Cycle and Epic IT to establish, facilitate, and lead an omni-channel access vision that produces seamless, connected, and coordinated access for patients.
  • Expansion of Referral Management which supports external referring providers and their patients.
  • Collaborate with operational stakeholders to define optimal resource utilization through centralized template development and management, and effective communication strategies. Builds strong collaborative relationships across functional areas within the adult ambulatory enterprise.
  • Partners with the contact center Medical Director who acts as a liaison and advocate to the Medical Leadership, Practice Managers, and clinical staff, regarding telephone triage management and clinical issues.
  • Provide ongoing coaching and development for leadership to establish an effective career path and build bench strength for future promotions.
  • Responsible for Call Center Key Performance Metrics (KPIs): Meets or exceeds required call agent productivity requirements.
  • Consistent call agent patient interaction, quality, and efficiency.
  • Meet or exceed the targeted Abandonment rate, Speed to answer goals to improve staff retention.
  • Attain financial performance goals.
  • Achieve Press-Ganey access-related patient satisfaction measures

Desired Outcomes

  • High-performing Access organization that prioritizes the Patient.
  • A solutions-oriented Access organization culture that breaks down institutional and departmental silos and promotes collaboration with clinical and operational partners.

Ideal Experience

  • Patient/Client Access Omni-Channel Leadership: Progressive management roles in patient access and/or client service center organizations. Leadership experience in a large health system is preferred. This includes managing and optimizing call center/patient care center operations, ongoing staff training and skills enhancement, continuous improvement initiatives, and best-in-class service delivery with excellent operational metrics.
  • Software Systems Experience: Substantial experience implementing, managing, and executing ongoing enhancements with the full complement of Epic software systems and services. Epic experience in multi-site inpatient and outpatient facilities is preferred. Prior experience with online scheduling, Cisco PCCE and the Calabrio Workforce Analytics system is preferred.
  • Healthcare Environment Leadership: Experience leading teams and collaborating with key stakeholders across a large healthcare provider environment, including physicians, nurses, administrators, staff (e.g., call center operators, billing clerks) and patients. Large, multi-site, multi-facility (hospital and clinics) health system experience is preferred.
  • Education: Bachelor’s degree is required. An advanced degree and/or certification in Healthcare Administration/Business Administration or related discipline is a plus.
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