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JOB SUMMARY:
Reporting to the SVP, President Clinic Operations, the VP Access Services – Medical Group is responsible for planning, organizing, and coordinating the patient access function for Baylor Scott White Health (BSWH), which may include physician schedule functions – including optimization & redesign, capacity management, outpatient admissions/registration, insurance verification, centralized referral navigation, and growth planning. Develops and implements strategies, policies, and procedures for all access services activities for assigned area of responsibility within BSWH clinics and ambulatory care facilities. Designs and implements programs and solutions that improve quality, efficiency, and patient experience through standardization of work, process improvement, and effective use of technology. Partners with the Enterprise Contact Center to ensure alignment of goals and develop innovative approaches to create a best in class customer experience. Minimizes financial risk to BSWH through, adherence to policies and procedures, delivery of continuous staff training, and monitoring of outcomes. Ensures compliance with legal and regulatory requirements and responsiveness to changes in requirements. Coordinates with medical, clinical, or financial departments to ensure patient access procedures are organized in accordance with the activities of other BSWH departments.
An entity Vice President (VP) develops strategy and business plans for one or more business units. Business unit may include a level of smaller entity vice presidents (e.g., small hospitals, clinics, etc.). Leads strategy execution, identifies resourcing needs, and provides guidance for significant tactical decisions. Focuses on current-year operations and participates in establishing multi-year strategies and business plans. Erroneous decisions at this level tend to have a long-term negative effect on the success of the organization. Leads and directs a single business unit or region. Typically directs multiple levels of subordinate directors and/or managers covering varied disciplines and skill levels. Has managerial accountability for staffing and budgets for a large span of control (at least 2 managers/directors). Exercises wide latitude in determining objectives and approaches to critical assignments. Responsible for executing a portion of the business strategy.
ESSENTIAL FUNCTIONS:
- Oversees all operations of Patient Access Services for the Baylor Scott & White Medical Group (MG), including capacity and data analysis, customer service quality, care
- Partners with administrative and faculty leadership to ensure that effective processes are implemented that enhance the patient’s experience.
- Define Access to Care Standards for our clinics and ensure adherence to goals across the enterprise
- Collaborates with providers as well as referring providers to improve access to care for our patients.
- Lead team of Centralized Referral Navigators to support consistent navigation of all outbound referrals from the Medical Group to external locations with a “concierge-level” experience
- Partners with members of VBC and network to ensure Patient Access Services is aligned for an efficient and superior patient experience across the BSWH care continuum.
- Develops and implements operational and standardization programs to drive optimal performance of adult ambulatory patient access to care.
- Establishes and monitors goals in collaboration with MG leadership and Board to ensure an efficient use of organizational resources.
- Establishes best practices for access and capacity management approaches working in conjunction with the clinical chairs, and senior leadership.
- Collaborates with IT & Digital Health teams in the design, adoption, and optimization of access-related tools and technology, such as Epic optimization, referring provider portals, provider on-call systems, call center systems, and capacity management tools.
- Monitors vendor relationships and contracts to ensure business continuity and planning for disaster recovery.
- Leads opportunities to improve efficiency, reduce cost, increase revenue, and improve overall patient access services performance.
- Serve as liaison with Enterprise Contact Center leadership on scheduling experience optimization
- Work across the enterprise to advocate for and serve as subject matter expert of ambulatory patient access
KEY SUCCESS FACTORS:
- Bachelor’s degree in healthcare administration, public health, business, or related field preferred. Master’s degree preferred.
- 5+ years of experience in health care administration.
- 1+ years of experience in a leadership role.
- Experience working in a complex, matrixed healthcare system with a large multi-specialty medical group preferred.
- Experience using data analytics to drive operational, quality, and financial levers to positively impact results.
- Experience leading quality, safety, and performance improvement initiates.
- Ability to build relationships and collaborate with physicians and senior executives across the organization.
- Strong leadership and change management skills.
QUALIFICATIONS
– EDUCATION – Bachelor’s or 4 years of work experience above the minimum qualification
– EXPERIENCE – 5 Years of Experience