Job Abstract

Join the Cleveland Clinic team, where you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

The Vice President Access Transformation is a core member of Cleveland Clinic's Clinical and Operational Improvement executive leadership team. A caregiver in this role is responsible for strategic and operational access transformation and delivery across the enterprise. Reporting to the EVP and Chief Clinical and Operational Improvement Officer, this caregiver oversees and innovates all aspects of the Enterprise Access function as a fully integrated system, designed to deliver a consistent, convenient experience for patients and caregivers.
 

Responsibilities:

• Together with the Chief of Clinical and Operational Improvement and the Division of Clinical and Operational Improvement Executive Team, responsible for developing and articulating the vision, setting strategic direction and achieving goals for the Division, ensuring delivery of results in alignment with key enterprise-wide objectives.
• Provides vision, direction and leadership overseeing all aspects of the enterprise-wide patient, caregiver and consumer access operations and experience.
• Develops, implements and innovates the enterprise access vision and strategy across channels and platforms in support of the enterprise strategy, including input from key internal and external stakeholders including patient and consumers.
• Provides strategic and operational direction for the full patient access continuum, from contemplating and selecting through completion and follow-up care.
• Develops and maintains enterprise-wide access and access-related metrics and targets, building and leverage strong data, analytics, and other technologies to improve performance and achieve business results.
• Ensures proper selection, execution and oversight of Access processes, strategic and operational improvement initiatives, and access-related enterprise standards (including but not limited to scheduling guidelines).
• Oversees performance and creates new capabilities across Access-related functions including Access Operations, Access Performance and Enablement, Access Design and Innovation, among others.  Supports the Access leadership in building and maintaining a strong operating system and leveraging the Cleveland Clinic Improvement Model to build a culture of high reliability and measurable improvement.  
• Partners across the organization to develop and implement enterprise grade design to support and enable the enterprise growth strategy.
• Guides the vision for all access-related marketing and communications in collaboration with Marketing.
• Remain current on industry trends, technologies and best practices to continuously improve the organization’s access performance and capabilities.
• Collaborates with IT, Marketing, and Enterprise Analytics to set standards for scheduling tools, patient engagement tools, performance and consumer data and i/data, ensuring that offerings continue to meet evolving business needs.
• Collaborates with Finance to set and maintain standards for registration and financial transparency/support.
• Other duties as assigned.

Education:

• Master’s degree in Business Administration, Health Care Administration or related field required.

Languages:

• Language required: English

Certifications:

• None required

Complexity of Work:

• Requires critical thinking skills, decisive judgement and the ability to effectively drive business, culture and technology change in a dynamic and complex operating environment.
• Ability to build productive and collaborative relationships with stakeholders across enterprise.
• Extensive experience coordinating and implementing initiatives in partnership with physician and nursing teams.
• Knowledge of cross-channel customer service operations, customer experience expectations, and value drivers.
• Ability to connect disparate pieces of data to derive insights and drive service experience improvement.
• Skilled at infusing and inspiring a patient-centered and continuous improvement mindset across multiple large, multidisciplinary, “solid-line” and matrixed teams.
• Understanding of current and emerging trends, technologies, disruptions, and best practices in cross-industry customer experience.
• Outstanding interpersonal and communication skills to lead and influence across diverse stakeholder groups.

Work Experience:

• A minimum of 15 years of experience in healthcare access, technology, strategy, and/or consumer/patient service delivery, with at least 10 years in a leadership role.
• Experience in transforming teams, processes and services in large, complex organizations with a record of delivering excellent results in a complex organization.
• Experience working effectively at executive leadership and senior management levels to create, shape and realize a vision and system for sustainable transformation and influence decision making.
• Clinical informatics and Epic experience within healthcare, and a preference for candidates with experience using and building in the Epic scheduling platform and MyChart.

Physical Requirements:

• Ability to perform work in a stationary position for extended periods
• Ability to operate a computer and other office equipment
• Ability to communicate effectively and exchange accurate information
• Ability to travel throughout the health system both domestically and internationally

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required for procedures.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. 

Please review the Equal Employment Opportunity poster. 

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities