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Job Description - Vice President, Care Connections & Strategy (250002ZX) A Brief Overview 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. 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. Education Bachelor's Degree (Required). Master's Degree MBA, MMM, MPH, or other (Preferred). Work Experience 8+ years Progressive experience in leadership, healthcare, customer service, finance, or related field (Required). 5+ years Progressive experience in change management, reporting and analytics (Required). 3+ years of project and strategic management experience (Required). 1+ years Experience leading multi-faceted projects and initiatives at scale across a large organization and or health system (Required). Knowledge, Skills, & Abilities Comprehensive and thorough understanding of all elements of health care delivery, and successful implementation of strategy, business planning, operations, and finance, driving competitive advantage under dynamic conditions, such as health care industry changes, competitor actions, legal / regulatory changes, and technological trends. (Required proficiency). Demonstrated success achieving operational goals and effectively implementing business plans to achieve strategic plans. (Required proficiency). History of continuous commitment to quality improvement, customer-centeredness, productivity, problem solving, and process improvement. (Required proficiency). Excellent organizational, analytical and problem-solving skills. (Required proficiency). Strong oral and written communication abilities. (Required proficiency). Works across various specialties and fosters a culture of candor, trust, and respect to cultivate strong working relationships and engagement. (Required proficiency). Excellent verbal, written, and negotiation communication skills with a focus on solution-oriented approaches. (Required proficiency). Superior ability to influence others and manage change to align with strategic direction. (Required proficiency). Highly process oriented with strengths in efficiency and standard operating procedures. (Required proficiency). Strong leadership, organization, planning and time management skills. (Required proficiency). Highly skilled at planning, organizing and managing the activities of others. (Required proficiency). Ability to collaborate effectively with all levels of constituents, both internal and external to the organization, and demonstrated ability to lead and manage through influence. (Required proficiency). Good understanding of change management principles, techniques & tools. (Required proficiency). Drives results through innovation. (Required proficiency). Must have prior experience reviewing and analyzing Contact Center solutions, while making suggestions for design improvements and strategy roadmaps. (Required proficiency). Exercise creativity and problem-solving skills with the ability to communicate effectively with both internal and external clients. Must be confident, motivated self-starter and demonstrate flexibility, initiative, customer focus, and the ability to handle stress. (Required proficiency). Knowledge of Microsoft Office Suite and MS Project. (Required proficiency). Licenses and Certifications Credentials, Licensure or Certification (i.e. MD, DO, etc.) : (Required). Physical Demands Standing Occasionally. Walking Occasionally. Sitting Constantly. Lifting Rarely 20 lbs. Carrying Rarely 20 lbs. Pushing Rarely 20 lbs. Pulling Rarely 20 lbs. Climbing Rarely 20 lbs. Stooping Rarely. Kneeling Rarely. Crouching Rarely. Reaching Rarely. Handling Occasionally. Grasping Occasionally. Feeling Rarely. Talking Constantly. Hearing Constantly. Repetitive Motions Frequently. Eye / Hand / Foot Coordination Frequently. Travel Requirements 10%.

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