VP Consumer Access

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General Summary

The VP Consumer Access leads efforts across AdventHealth to make it easy for consumers to access timely care with an experience that delivers on our brand promise. The VP serves as an expert and market consultant in the complete omnichannel access experience for consumers, leading or partnering with others to ensure that all consumer facing platforms and data relating to accessing care are robust and accurate. This role leads our Care Advocacy team, simplifying the healthcare journey via digital connection, and our Consumer Experience Center (CXC) expert team, supporting our markets in ensuring the quality of all telephony contact experiences. The VP serves as an expert and system-wide owner of the referrals strategy, supporting market ownership, activation and sustainment of the AdventHealth referral management model with accurate mapping. A key focus of this role is to ensure effective reporting of referrals closure and network integrity.

As a senior leader, the VP Consumer Access collaborates extensively with other executives to promote and sustain the continual advancement of consumer strategies and tools related to access, actively driving a consumer centric culture. At the corporate level, these executives include the Chief Marketing Officer, VP Digital Marketing, VP IT Digital, VP Consumer Analytics, VP Rev Cycle Consumer Ops, Ancillary Services and Physician Enterprise leadership, among others. This role also involves partnership and collaboration with market executives, supporting robust initiatives with strong expertise. The role serves as the "glue" for all strategies ultimately impacting consumer access to care. The VP engages extensively with key internal and external stakeholders, to gain insights and perspective, and deliver intelligent, highly customized expertise and solutions.

Principle Duties And Job Responsibilities

• Provide strong expertise and consulting to markets on all aspects of accessing care across AdventHealth.
• Provide leadership to the corporate Care Advocacy team, ensuring program excellence and strategic growth, with extended oversight of all chat-based communications with consumers.
• Provide leadership to the corporate CXC expert consulting team, supporting markets in delivering a high-quality telephony experience for consumers. Own the telephony topic for AdventHealth, partnered closely with AIT and markets. Chair the system-wide telephony committee.
• Ensure a standard and unified brand experience throughout all consumer interactions with agents and advocates.
• Lead the referrals strategy for AdventHealth, supporting market ownership, activation and sustainment of the AdventHealth referral management model with accurate mapping. Provide expert consulting and oversee reporting methods for effectively monitoring referral closure. Own the system-wide Referral Subgroup, keeping this topic front and center for all.
• Drive an exceptional consumer access experience and network integrity through effective reporting and sharing of information with executives across the system.
• Tightly align with other senior executives as a champion for consumer-facing digital platforms that drive the access strategy:
• omnichannel experience for consumers, ensuring smooth hand-offs and connectivity
• web Inquiries function for consumers, with a robust process to ensure response and closing the loop. Seek insights from web inquiries and drive pro-active improvements.
• consumer facing physician data is accurate and meets the needs of consumers in making decisions regarding their care
• response times by channel, identifying opportunities for improvement, and work with markets to provide an exceptional experience for consumers/patients
• online scheduling and self service functions provide optimal consumer experience and are maximized to allow for most access to care
• Tightly align with other senior executives as a champion for internal platforms and processes that drive the access strategy:
• Partner with markets and key stakeholders to ensure accurate referral mapping, serving as system expert in this area.
• Partner with Physician Enterprise to ensure consumer-centric medical practice templates.
• Partner with Ancillary Service to ensure consumer-centric scheduling practices
• Partner with Marketing to drive robust usage of the Cheers CRM and email journeys.
• Working with market executives, drive the appointment scheduling at Inpatient and ED discharge topic, including effective reporting and sharing of data to impact process and change.
• Working closely with markets, corporate Consumer Experience Activation, Physician Enterprise and others, lead change management, communication strategy, learning/training, sustainment planning and tactical execution for consumer access related initiatives.
• Lead and/or participate in various consumer and quality improvement committees for the organization.
• Immerse in and with markets to ensure a deep understanding of current state for consumer experience with access, as well as market priorities and workload saturation.
• Partner closely with consumer listening, acting on insights related to access with markets for performance improvement.
• Partner with key senior colleagues integral to the consumer access experience, including all market consumer leads, Physician Enterprise, AIT, Marketing and Patient Financial Services (Rev Cycle). Ensure technology for digital services is operationalized and optimized in concert with AIT.
• Develop high quality business strategies and plans ensuring their alignment with short-term initiatives and long-term aspirations.
• Seek opportunities to maximize consumer value and financial and market growth for AH.
• Maintain a deep knowledge of the changing healthcare market and adjacent industry competitors.
• Serve as a storyteller and voice for AdventHealth, promoting our efforts focused on consumer centricity and access experience.
  
  

Qualifications

EDUCATION AND EXPERIENCE REQUIRED:

• Bachelor's degree in business, marketing, communications, computer science, healthcare administration, finance, experience design, or related field
• 5 or more years of senior leadership experience
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and problem-solving skills
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Experience interacting with C-level executives to understand their needs and build solutions
• Experience in developing successful consumer centric strategies
• Strong understanding of performance management principle
  
  

Education And Experience Preferred

• MBA/MSc/MA in business administration or relevant field
• 10 or more years of senior leadership experience
• 5 or more years of healthcare experience
• 3 or more years of experience design experience
• 5 years' experience in leading customer-facing organizations
• Experience with successful consumer contact center(s)
• Experience with successful digital service platform(s)
• Experience with Epic
  
  

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Executive

Organization: AdventHealth Executives

Schedule: Full-time

Shift: 1 - Day

Req ID: 25005951

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.

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