Vice President of Ambulatory Access & PCHA Patient Access Services

At Lucile Packard Children's Hospital Stanford, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family‑centered care. It's why we provide our caregivers with continuing education and state‑of‑the‑art facilities, like the newly remodeled Lucile Packard Children’s Hospital Stanford. And it's why we need caring, committed people on our team – like you. Join us on our mission to heal humanity, one child and family at a time.

Job Description

JOB SUMMARY

This paragraph summarizes the general nature, level and purpose of the job.

The Vice President of Ambulatory Access & Packard Children’s Health Alliance (PCHA) Patient Access Services plays a critical leadership role in the ambulatory ecosystem at Stanford Medicine Children’s Health (SMCH) / PCHA. Reporting directly to the Senior Vice President (SVP) / Chief Administrative Officer (CAO) of Physician Practice SMCH / CEO PCHA, this executive is responsible for championing and governing efficient and optimal ambulatory access across all SMCH / PCHA services and sites. The position will oversee every aspect of patient access, engaging all patient touch points related to access with the goal of establishing a seamless and coordinated approach for patients, families, clinical care teams, and referring providers to ensure a seamless continuum of care. Under the leadership of the SVP / CAO / CEO, the Vice President will consistently assess and improve ambulatory access performance based on anticipated needs to develop and / or ensure an exceptional service experience and deliver high‑quality services which meet the needs of and benefit the patients / families, physicians, staff and other stakeholders.

This encompasses not only traditional methods but also integrating digital transformation across all access touchpoints. The Vice President plans, organizes, and directs ambulatory access operations including but not limited to : patient scheduling; referral management; insurance verification and authorization; and financial due diligence in accordance with SMCH / PCHA established policies and in compliance with applicable federal and state regulatory requirements. The Vice President provides direction for strategic, administrative, financial, and managerial functions relative to ambulatory patient access operations, including digital access.

The Vice President also provides leadership around organization‑wide initiatives to improve patient access, patient care, and clinical effectiveness; increase efficiency and reduce waste; optimize patient throughput; and advance patient / family and physician / employee engagement. Additionally, collaborates with other vice presidents and leaders within the organization as well as the SMCH Senior Leadership Team and PCHA leadership in supporting the overall mission of SMCH / PCHA.

ESSENTIAL FUNCTIONS

The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

Must perform all duties and responsibilities in accordance with the hospital’s policies and procedures, including its Service Standards and its Code of Conduct.

Collaborate with the Associate Chief Medical Officer (ACMO) for Ambulatory Services SMCH / Medical Director of PCHA on optimal, efficient, and timely patient access in support of clinical operations and effective and high‑quality care.

Collaborate with Stanford School of Medicine (SOM) chairs, chiefs, physicians, department leaders, and clinical services to improve patient access, referrals, and care coordination.

Support the operations and growth of community partnerships in collaboration with Strategy and Business Development.

Provides strategic direction and oversight of the PASC (Patient Access Service Center) Business Systems Team. The Business Systems Team is responsible for promoting patient access and seamless operations through functions including Technology & Systems Support, Training Development & Delivery, Quality Assurance, and Data Analytics. Architects an enterprise‑wide transformation of patient communication pathways, operational liaison to Stanford Medicine and Stanford University regarding all telephony systems and functions (including all ambulatory phone numbers, phone trees, patient appointment reminders, and the Automatic Call Distributor (ACD)).

Provides strategic direction and oversight of the Digital Health team; supports efforts in digital transformation, with focus on the digital front door; remains current and at the forefront of digital solutions in the industry.

Develop and lead digital health strategies to enhance and standardize access, care, and patient / family experiences across the entire ambulatory ecosystem.

Is accountable for measuring, analyzing, reporting, and driving key performance indicators (KPIs) relative to patient access. Leverage systems to collect and coordinate aggregate data and translate data into insights through data analysis. Provides oversight and is accountable to various forums for reporting on patient access metrics and related performance improvement activities, including but not limited to FPO (Faculty Practice Organization) and PCHA Operations and Quality Committee, FPO Chiefs, Senior Leadership Team, and other Stanford Medicine Children’s Health Executives.

Engages partners (e.g., Ambulatory Operations, Information Services / Digital Health, Marketing, Patient Experience, and Clinical Leadership) across the organization to identify and understand barriers to patient access and implements data‑driven operational and / or technological improvements to address patient access challenges.

In collaboration with other departments and entities, endeavors to ensure seamless connectivity and continuity between the ambulatory experience and inpatient or procedural experiences. Responsible for the continued development of FPO call centers to form an integrated Access Center to include concierge programs, patient navigation, scheduling, registration, pre‑processing and referral management.

Relative to patient access, analyzes and makes recommendations for improvements to technology including effective use of EMR, scheduling, appointment, and revenue cycle systems. Introduces technological advancements that support patient access including implementation, maintenance, and hard‑wiring of digital patient touch points throughout the consumer / patient cycle with high levels of end‑user satisfaction.

Serves as the subject matter expert in all aspects of patient access, including registration, scheduling, digital health, point of service collections, financial counseling, and access‑related revenue cycle processes and regulations. Participates in patient access related committees / workgroups, performance improvement and patient experience related committees / workgroups, vendor / access related committees / workgroups, insurance / revenue cycle meetings / committees / workgroups, external facing patient access avenues including but not limited to website / digital health / health equality with Marketing, Information Systems, Diversity Equity, Inclusion and Belonging, etc., and participates in the strategic planning and budgeting processes for ambulatory care.

Monitors and proactively ensures the organization’s compliance with federal, state, and local healthcare, privacy, and access laws and regulations, and recognized, evidenced‑based best practices. Pursues professional growth opportunities and / or participates in professional organizations to ensure current knowledge of trends and best practices.

Promotes the mission, vision, and values of Stanford Medicine Children’s Health and PCHA. Represents the organization in a positive and professional manner at all times and collaborates well with other entities, including but not limited to health care organizations, referral sources, professional associations, regulatory and governmental agencies, community organizations, advocacy groups, vendors, etc.

Oversee budget development and financial management for SMCH and PCHA ambulatory access services ensuring fiscal responsibility.

Monitor financial performance, addressing variances, and implementing corrective actions as necessary.

Support (SMCH) and oversee (PCHA) revenue cycle management efforts to enhance financial efficiency and reduce denials.

In collaboration with Strategy, Business Development, and Service Lines, develop and support business stratagems to foster growth and improve market share through expansion and acquisition, innovative programs and care models, and addressing community needs.

Develop a culture of financial responsibility across all SMCH / PCHA team members to eliminate fraud, waste, abuse, as well as ensuring appropriate use of all resources.

Partner with SMCH / PCHA leadership to drive strategic integration and transformation initiatives while maintaining integrity of the individual business entities.

Introduce technological advancements that support patient access including implementation, maintenance, and hard‑wiring of digital patient touch points throughout the consumer / patient cycle with high levels of end‑user satisfaction.

Relative to patient access, analyze and make recommendations for improvements to technology including effective use of electronic medical record (EMR) systems, scheduling, appointment, and revenue cycle systems.

Partner with SMCH / PCHA physicians and leaders to support optimal clinical efficiency for staffing and clinical workflows.

Utilize Lean methodologies and A-3 problem‑solving to enhance operational efficiency.

Lead and engage in cross‑functional committees to support enterprise‑wide goals and strategic objectives.

Champion a culture of continuous improvement through staff development and engagement.

Performs other job‑related duties as assigned / necessary.

Minimum Qualifications

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education :

Master’s degree in a work‑related discipline / field from an accredited college or university

Experience :

Ten (10) years of progressively responsible and directly related work experience. Five (5) years substantially similar work experience in a patient access or revenue cycle position and five (5) years of work experience managing patient access staff.

License / Certification :

Patient Access certification preferred, such as CHAM (Certified Healthcare Access Manager), which can be obtained through NAHAM (National Association of Healthcare Access Management).

Knowledge

Ensures a positive and professional demeanor in all interactions. Demonstrates effective and professional communication, negotiation, facilitation, and interpersonal skills, including the ability to communicate and interact effectively with staff at all levels of the organization.

Demonstrates effective leadership and persuasion skills.

Demonstrated presentation skills with the ability to facilitate and / or share presentations.

Demonstrates a proficient understanding of recruiting methods and best practices and policies and federal, state, and local employment laws and regulations.

Demonstrates proficiency using Microsoft Excel, Word, PowerPoint, Outlook.

Proficient critical thinking and analytical skills.

Understanding of and / or experience in using Electronic Health Record (EHR) software technologies.

Demonstrated ability to determine appropriate course of action in more complex situations.

Demonstrated ability to work independently and exercise creativity.

Demonstrates proficient attention to detail and complete work assignments in a timely manner.

Demonstrated ability to work concurrently on multiple projects with varying priorities; works well under pressure and within deadlines and gives great attention to detail.

Excellent judgment and creative problem‑solving skills with the ability to handle difficult situations involving patients, physicians, and staff in a professional manner.

Ability to respond quickly, physically, and mentally when priorities and / or situations change.

Demonstrated ability to maintain confidentiality of all medical, financial, and legal information.

Knowledge of local, state and federal regulatory requirements related to areas of functional responsibility.

Ability to plan, prioritize, direct, manage and evaluate as well as set standards for the department or program using a systems thinking approach, manage projects and change processes, and effectively and appropriately allocate resources.

Knowledge and understanding of lean Quality Management System principles, tools and practices.

Ability to budget, make financial projections and be a financial steward.

Ability to partner with physician leadership to execute change and achieve objectives.

Ability to handle potentially sensitive situations by applying consultative skills in working with internal and external constituent groups; ability to challenge the status quo and manage change.

Ability to plan, organize, motivate, mentor, direct and evaluate the work of others.

Ability to prioritize work by making informed judgments and to develop solutions for complex problems.

Physical Requirements

The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.

Additional Information

Pay Range

Compensation is based on the level and requirements of the role. Salary within our ranges may also be determined by your education, experience, knowledge, skills, location, and abilities, as required by the role, as well as internal equity and alignment with market data. Typically, new team members join at the minimum to mid salary range. Minimum to Midpoint Range (Annually) : $300,000 - $325,000

Stanford Medicine Children’s Health (SMCH) strongly values diversity and is committed to equal opportunity and non‑discrimination in all of its policies and practices, including the area of employment. Accordingly, SMCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements, and where applicable, in compliance with the San Francisco Fair Chance Ordinance.

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