Vice President, Care Connections & Strategy

The Vice President of Care Connections & Strategic Operations will play a pivotal role in shaping and executing patient access strategies across University Hospitals, ensuring seamless and efficient connections to care throughout the entire continuum. This role emphasizes a forward-thinking patient access strategy, digital operations, Enterprise Registration, Authorization, and strategic partnerships to enhance the overall patient experience. The VP will be responsible for developing and implementing innovative access solutions that leverage technology to optimize service delivery, enhance operational efficiency, and improve financial performance. Key areas of focus include advancing the consumer journey through digital capabilities, elevating the call center strategy, and ensuring streamlined access across hospital and ambulatory settings. With a commitment to top-quality care, this role will drive transformative initiatives that support patient-centered service excellence while fostering employee engagement and satisfaction.

What You Will Do

• Lead and accelerate University Hospitals consumer and access agenda, inclusive of health system change efforts, leading pivotal access cross-function, and cross-departmental initiatives.
• Own delivery of critical access to care connection initiatives by executing with clear goals, measures of success, project plans, and constructive solutions to simplify and accelerate current system strategic goals, and processes across the full spectrum of University Hospital divisions as appropriate.
• Assess and standardize front-end workflow across ambulatory and hospital locations to ensure a positive, consistent patient experience and revenue cycle optimization.
• Create and maintain consistent enterprise policies and procedures that set best practice expectations and accountability.
• Lead and accelerate standard onboarding for new employees, required education and training utilizing various learning and training methodologies and annual competency/assessments for staff to promote quality, employee engagement, and retention and workforce development.
• Plan and provision for the development and implementation of multiple, complex and integrated organizational stakeholder engagement programs and initiatives to improve and enhance the perceptions and experience of stakeholders.
• Prepare, oversee, present and interpret complex information to key stakeholders, including clinical leadership, senior leaders and external audiences regarding outcome measurements and other topics related to actionable data metrics and service improvements.
• Provide project updates on a consistent basis to various stakeholders about strategy, timelines, deliverables, adjustments, and progress.
• Guide UH leadership in the preparation/analyses of strategic initiatives to meet operational and revenue oversight goals and benchmarks.
• Facilitate, maintain and manage contracts and relationships with vendors/partners, negotiate contracts, standards and service level agreements with vendors that have proven industry experience and results.
• Prepare and maintain budgets based on scope of work and resource requirements to support service level agreements and standards.
• Utilize industry best practices, techniques, and standards throughout entire project execution; monitoring progress, deliverable timelines and budget requirements while adjusting as needed.
• Collaborate with senior leadership in Revenue Cycle to define and execute targets and goals to achieve and support strong financial performance.
• Mentor and influence leaders, management, physicians and employees in a manner which emphasizes the importance of teamwork, collaboration, accountability, and best practices amongst stakeholders across the organization to meet defined goals, objectives, and performance metrics while promoting a speak up culture.
• Aid in Developing a digital technology roadmap that would include Epic and other solutions
• Support governance structure that drives enterprise strategic initiatives
• Support governance structure that prioritizes opportunities to increase efficiencies in operational workflows and the patient experience
• Shepherd overarching effort as a change agent to foster a mindset of customer service excellence across all access points throughout the organization
• Initiate collaborative venue with hospital and service leaders in support of the optimizing the patient experience
• In partnership with the Chief Consumer Officer, develop and sustain forums with patient and community advocacy groups to gain knowledge on opportunities to improve access
• Develop and maintain a "day in the life" program to have caregivers experience the role of their colleagues
• Assess opportunities where synergies in operations can be centralized and/or streamlined across departments and services

Additional Responsibilities

• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.