The Vice President of Operations and Patient Access (VPOPA) fosters a culture of excellence by providing thought leadership and subject matter expertise to align strategies, processes, practice and education around patient/customer experience, barrier free access, and a standardized operational approach to all clinic workflows. This individual will work closely with the operational and clinical leaders across the Physician Organization (SPG/PCG) to ensure optimal patient access strategies are developed, implemented, and sustained to support seamless patient service across the care continuum. The Vice President of Access is charged to lead access-focused initiatives that create and support exceptional patient access and service, provider and staff satisfaction, growth and volume management, advancement of process and technology innovation, and strong financial performance with superior efficiency and productivity.
ICARE VALUES
System and department specific ICARE values
INTEGRITY: We are honest and ethical in all we say and do.
COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
ACCOUNTABILITY: We hold ourselves accountable for all our actions.
RESPECT: We treat every individual as a person of worth, dignity, and value.
EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.
JOB RESPONSIBILITIES Duties and Responsibilities are cross-referenced to the hospital¿s Pillars of Excellence and will be transferred to the Performance Evaluation. Please include % breakout of tasks/essential functions.
PEOPLE - 20%
1. Mentors and influences management, physicians and employees in a manner which emphasizes the importance of team work, collaboration, accountability, and the sharing of information, resources, and best practices amongst stakeholders across the organization in order to meet defined goals, objectives, and performance metrics.
2. Recruits, develops and mentors leaders and staff so that they are skilled, effective and fully capable of executing the responsibilities and expectations of their positions. Continuously develops employees, both personally and professionally, through leadership and coaching.
SERVICE - 20%
1. Responsible for collaborating with key stakeholders to ensure service linkages between all ambulatory clinics. Directly supervises central operations, referral management center, nurse triage, ambulatory, and primary care and specialty scheduling contact centers.
2. Works collaboratively with the HMPO executive leadership team, hospital administration leaders, and Dept. Chairs to execute enterprise initiatives related to clinical capacity, clinical template management, and creates standard protocols/policies related to clinical effeciencies.
3. Solves for systemic issues by partnering with the appropriate cross-functional teams within the company. Takes personal ownership to resolve customer service issues with the highest degree of integrity, discretion and urgency.
4. Leads team to assess all front end processes across the PO to ensure a positive, consistent patient experience. Manages the standardization of front end practices throughout the Physician Organization.
5. Assists with the initiatives related to enhancing patient engagement and communications through the use of myChart capabilities. Ensures appropriate and consistent policies, procedures, and education across the HMHPO. Collaborates with senior leadership in Revenue Cycle and to define and execute deliverables.
FINANCE - 20%
1. Manages the operating and capital budget in close collaboration with SVP and the management team. Aggressively mitigate all variances to budget. Make sound decisions on best use of resources in support of patient access priorities and strategies.
2. Partners with the Operations Leaders to translate orders into profitable revenue-generating projects
QUALITY/SAFETY - 20%
1. Leverage process improvement techniques (LEAN) to improve clinic operations across the PO. Strategically develop, refine and improve clinic performance metrics by driving performance against a standard, well defined set of metrics.
2. Maintains and improves operations related to access by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; working with IT team when installing upgrades.
GROWTH/INNOVATION - 20%
1. Develops tools and strategic techniques to accurately predict and monitor capacity across the PO as designated by SVP to improve access and the patient experience. Develops and implements processes to strategically quantify and increase the percentage of visits to optimize capacity and access.
2. Optimizes system access by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations
3. Determines access operational strategies by conducting need assessments, reviewing capacity plans, and estimating cost/benefits; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and contributing information and analysis to organizational strategic plans and reviews
4. Maintains professional and technical knowledge by tracking emerging trends in access operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
This position description is not intended to be all inclusive, and the employee will also perform other reasonably related business duties as assigned by the immediate supervisor and other management as required. The Houston Methodist Hospital reserves the right to revise or change job duties and responsibilities as the need arises.
EDUCATION REQUIREMENTS Bachelors Degree in Business Administration or related field. A Master Degree in Healthcare Administration/Business Administration or equivalent.
EXPERIENCE REQUIREMENTS Ten to fifteen years of progressively responsible experience managing complex patient access omni-channels (both incoming and outgoing), five to eight of which must have involved managerial responsibility.
¿ Epic Experience, Cadence certified a plus
¿ Proven ability to influence change across a large organization
¿ Demonstrated ability to drive excellence in client experience and service within a care center
¿ Operational knowledge and expertise in a call/service center
¿ A track record of demonstrating organizational agility and managerial courage
¿ Broad thinker with ability to drive execution, achieve results and influence effectively
¿ Demonstrated ability to attend to the people, not just the workability to establish and meet critical deadlines
¿ Ability to prioritize multiple activities and complex projects simultaneously
¿ Superior problem resolution skills and strong analytical skills are required
¿ Outstanding communication skills and consensus builder
¿ Strong people facilitation skills, excellent business writing skills, and a proven track record in meeting/exceeding stated deadlines and milestones required
¿ Aptitude for detail and high degree of organization
CERTIFICATES, LICENSES AND REGISTRATIONS REQUIRED
Please list below the required and optional Licenses, Certifications and Registrations. If multiple licenses/certs/registrations are available specify the preferred license/cert for the job.
Required Licenses: EPIC Certification
Optional License: Cadence
SPECIAL KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
Equal Employment Opportunity
Houston Methodist is an Equal Opportunity Employer.
Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law.
VEVRAA Federal Contractor - priority referral Protected Veterans requested.
Company Profile Houston Methodist Specialty Physician Group - As one of the nation's leading hospitals and academic medical centers Houston Methodist has brought together some of the nation's leading experts in multiple specialties to serve our patients. As part of Houston Methodist Specialty Physician Group (HMSPG), these specialists not only provide excellent clinical care, but are on the forefront of research, developing leading-edge technologies and treatments, and teaching the medical pioneers of tomorrow. This combination of clinical service, research and academics ensures patients have access to the latest in treatments and technologies while providing the best in comprehensive patient care. Established as a non-profit corporation and certified by the Texas State Board of Medical Examiners, HMSPG enables physicians to maintain autonomy with respect to their clinical practice while growing their practice within an academic environment.
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