What are the responsibilities and job description for the Assistant Vice President, Access Center position at St. Luke's University Health Network?
St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.
The Assistant Vice President, SLPG Access Center is responsible for leading a team of 700 professionals to deliver exceptional clerical and clinical support services to SLPG patients, managing over 5 million interactions annually. This role oversees specialty-specific PODs, Connect to Care (after-hours), Medication Management, Quality Assurance, Workforce Management, and Training.
As a key member of the SLPG senior leadership team, the AVP will drive strategic alignment between Access Center operations and practice objectives, ensuring seamless integration of people, processes, and technology. The position requires shaping and executing strategic direction while maintaining operational excellence and fostering a culture of continuous improvement.
JOB DUTIES AND RESPONSIBILITIES:
- Provide leadership and oversight for Access Center operations, including specialty-specific PODs, Connect to Care, Medication Management, and support functions (Quality Assurance, Workforce Management, Training).
- Establish and maintain a robust performance management framework, including reporting, KPIs, and accountability mechanisms.
- Ensure financial stewardship through efficient resource utilization and evaluation of additional resource needs.
- Develop and implement Access Center strategies aligned with SLPG priorities and organizational goals.
- Champion a culture of continuous improvement by identifying opportunities to optimize workflows, processes, and systems in collaboration with practice operations.
- Prioritize initiatives, allocate resources, and drive timely execution of operational changes and projects.
- Monitor industry trends and emerging technologies; evaluate and implement enhancements as appropriate.
- Build and sustain a highly engaged workforce through comprehensive talent strategies, including development, recognition, communication, and organizational design.
- Foster a strong service culture for both external (patients) and internal (practices, departments) stakeholders.
- Collaborate with cross-functional leaders (Practice Operations, IT, Revenue Cycle, Scheduling, HR, Recruiting, Patient Experience) to address operational needs and drive integration.
PHYSICAL AND SENSORY REQUIREMENTS:
Requires sitting for up to seven hours per day, four hours at a time. Standing for up to four hours per day, one hour at a time. Requires occasional fingering, handling and twisting. Occasionally requires lifting, carrying, pushing and pulling objects weighting up to 25 pounds. Occasionally requires reaching above shoulder level. Must have the ability to hear as it relates to normal conversation and to see as it relates to general vision.
EDUCATION:
Bachelor’s Degree in Healthcare Administration, Business Administration, Finance, Accounting or equivalent degree related to position responsibilities required.
TRAINING AND EXPERIENCE:
- 10 years in healthcare; 5 years in call center leadership preferred.
- Minimum of 5 years of Director level leadership experience in the areas of consumer access, scheduling systems, service coordination, or call centers.
- Strong knowledge of contact center systems and technology.
- Demonstrated success in driving innovation, adapting to change, and maintaining high employee engagement.
Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!
St. Luke's University Health Network is an Equal Opportunity Employer.