VP Patient Access

% 

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

30

Contact Center & Capacity Management Operations

• Oversees day-to-day operations of a high-volume, multi-modal contact center, including patient scheduling, referrals, inquiries, and patient communication workflows.

• Monitors and drives improvements in key performance metrics such as call response times, abandonment rates, patient satisfaction, and first-call resolution.

• Implements advanced systems such as telephony modernization, integrated self-service tools, decision-tree-based scheduling workflows, and digital communication platforms to improve the patient experience.

• Ensures compliance with regulatory, quality, and organizational standards across all contact center operations.

• Manages budgets for contact center and capacity management operations, ensuring alignment with financial goals and objectives.

• Tracks financial performance metrics and identify opportunities for cost optimization while maintaining high-quality service delivery.

30

Strategic Leadership

• Works closely with the Associate Chief Medical Officer (ACMO), Patient Access, to partner with division/department stakeholders and align physicians around scheduling, registration, referral processes, and patient navigation.

• Collaborates with IT and digital health teams to implement innovative technologies 

• Leverages data and analytics to optimize workflows, track performance metrics, and inform strategic decision-making around access and capacity management.

• Champions patient experience enhancements, ensuring the patient remains at the center of all decisions and forward strategies.

• Leads efforts to optimize capacity management systems, including clinic template design, physician scheduling, appointment availability, and referral management processes.

15

Spread Activities and Model Expansion

• Drives the expansion of the contact center model across ambulatory services, ensuring consistency, integration, and scalability across departments and practices.

• Leads organizational change management efforts, engaging stakeholders at all levels to adopt new workflows, technologies, and patient access standards.

• Partners with the ACMO, Patient Access, to develop strategies for physician engagement in scheduling optimization, referral workflows, and patient navigation processes as the model expands across the system.

• Monitors and evaluate the success of spread initiatives, identifying opportunities for further standardization and improvement.

15

Team leadership and Development

• Provides leadership and oversight for contact center and capacity management teams, fostering a culture of accountability, collaboration, and continuous improvement.

• Oversees hiring, training, professional development, and performance evaluation to ensure teams have the skills and resources needed to succeed.

• Implements quality assurance programs and create opportunities for growth within the workforce to support organizational goals and individual career development.

100%