Vice President - Access and Ambulatory Optimization

General Summary

Is responsible for assessing, strategizing, planning, and implementing system-wide initiatives and standards that address delays in patients' access to care through technological and operational optimization. Evaluates and improves aspects of the patient's journey from the pre-visit (website, referrals, contact center etc.) to the visit (check-in space, staffing, arrivals models and Epic etc.) to the post-visit (follow-up care results etc.). Cultivates partnerships with stakeholders throughout the organization to foster and maintain programs that bolster access to care.

Ensures integration of strategies are implemented to enhance the front-end of revenue cycle in a collaborative approach. Works closely with senior management to lead strategies through successful implementation and allocate resources for access-related projects, guaranteeing the development, execution, and continuity of optimal patient access strategies across the WellSpan Health System. Spearheads initiatives focused on access improvement, aiming to deliver outstanding service for patients and referring providers, boost employee satisfaction, manage growth and volume, advance technology, and ensure robust financial performance.

Essential Functions:

• Has responsibility to design and execute on a comprehensive access improvement strategy by partnering with the SVP Service Lines and the SVP/CMO Service Lines and service line dyads. In addition to template optimization, this includes assessing and driving optimization of the WellSpan Contact Center, assessing overall patient flow efficiency.
• Oversees and manages Hospital Access teams, Ambulatory Services registration, and central services administrative staff, including hiring, training, evaluating, and personnel development.
• Analyzes market trends, demographic data, and patient needs to identify access gaps and opportunities to support the overall access strategy for WellSpan.
• Oversees the operations of access-related functions, including scheduling, registration, referral management, insurance authorizations, and call center functionality.
• Provides oversight to centralized services to ensure like administrative responsibilities are centralized, scaled and efficiently managed in support of the practice providers, staff, and patients.
• Partners with revenue cycle to ensure seamless approach to maximize the patient experience and financial outcomes for the organization.
• Leads change initiatives designed to transform patient access.
• In partnership with VP/Revenue Cycle and Service Line leadership, will provide insight around optimization of the WellSpan patient registration process. Will also closely partner with Epic/IT team to leverage technology as a tool and will partner with the Epic team to optimize use of referral management, online scheduling, and metrics and reporting to create a seamless experience for all patients.
• Development of goals and monitoring of system network integrity in collaboration with SVP of Service Lines and SVP/CMO of Service Lines.
• Oversees every aspect of patient access, including Capacity Management and Referral Management.
• Collaborates with internal stakeholders, including clinical departments, finance, and IT, to optimize access processes and resources.
• Partners with Revenue Cycle and Epic IT, to establish, facilitate and lead an omni-channel vision access vision that produces seamless, connected, and coordinated access for patients.
• Through strategically partnering with the SVP of Service Lines, will drive an increase in patient access to ambulatory appointments by improvement in physician template utilization/capacity management as well as other means with the ultimate goals of increasing revenue reducing costs and improving both the patient and provider experience.
• Develops metrics to measure success of performance, and to confirm that effective processes are implemented to enhance patient experience while developing an environment that encourages ownership and accountability for optimizing performance.
• Establishes and leads all vendor relationships and supplier contracts, maintaining business effectiveness, continuity, and growth.
• Communicates patient access vision and mission clearly to stakeholders, while creating a culture that allows for change, diversity of opinion, and the ability to be heard.
  
  

Qualifications

• Masters Degree in Business, Health Care Administration, or related field required.
• At least seven years of progressive leadership experience in healthcare administration, with a focus on access management or patient services required.
• Strong understanding of healthcare regulations, reimbursement models, and quality improvement principles.
• Excellent communication skills, with the ability to engage and influence stakeholders at all levels of the organization.
• Proven track record of implementing strategic initiatives to improve access to healthcare services and optimize patient outcomes.
• Demonstrated leadership abilities, including team building, decision-making, and conflict resolution skills.
• Knowledge of healthcare information systems and technology solutions for access management (e.g., EMR, scheduling software).
• Commitment to equity, diversity, and inclusion in healthcare access initiatives.