About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians .

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Job Description

At VillageMD, we're looking for a VP, Access Center Operations to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we've partnered with many of today's best primary care physicians. We're equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results.

We're creating care that's more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we're looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.

Could this be you?

Integral to our team, the VP, Access Center Operations is responsible for the strategic planning and execution of all Access Center operations and the leadership and development of Access Center operations team members. This leader will bring significant experience building and leading Access Center teams in a high-growth organization. A focus on data, efficiency, effectiveness and best-in-class patient support is critical to success, while also being highly skilled at motivating, developing and leading strong, engaged teams. The VP will establish Access Center processes that focus on continuous improvement of the patient experience with a tactical emphasis on patient care, quality management, workforce planning, recruiting, coaching and training.

Performance metrics are critical to success, but this leader needs to be adept at managing production while prioritizing exceptional patient experience. You are a servant leader with excellent communication skills, a high tolerance for flexibility and energy for thriving in a high growth environment. You are comfortable working through ambiguity and have previous hands-on experience building a Access Center to scale and can naturally influence others to action without exercising authority. The VP will be directly accountable for inbound, outbound, chat and all vendors performing Access Center services on behalf of the organization. Our main Access Center operations are currently onshore and offshore, but we will expect this leader to evaluate the optimal locations for scaling our Access Centers as well as developing a strategy to support a remote Access Center workforce. This role will be dynamic and evolving in nature as the business scales.

How you can make a difference

• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and continual career growth and development.
• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every patient interaction.
• Responsible for development and administration of annual department budget to attain business go-to-market strategy with operational stability.
• Develop, implement and maintain effective internal quality processes fostering continuous improvement and exceeding KPI performance.
• Proven experience managing metrics, ensuring patient satisfaction, and reporting statistical performance levels related to Access Center
• Coordinate analytic, strategic, and technical resources to meet patient expectations and ensure satisfaction.
• In conjunction with technology, monitor system effectiveness and performance and resolve problems regarding applications; set strategy for implementation so system changes and updates.
• Ensure compliance with regulatory standards.

Responsibilities:

Driving Village Medical’s Mission and Vision to serve kindness. Ensuring outstanding patient experience at all touch points within Coordination of Care

• Maximize scheduling efficiency in the Primary Care and Multispecialty space in conjunction with Medical Leadership.
• Driving improved outcomes for centralized processes improving Quality Performance and accurate RAF scoring.
• Ensure management of Access Center provides an optimal environment for providers to impart high quality, engaging and convenient patient care
• Establish standards of performance for the operation and management of the Access Center Department to achieve the stated performance standards
• Develop, implement and audit policies and procedures related to flow of information and systems used within the Access Center Department
• Improve the Access Center operating efficiencies and financial performance while driving high-quality patient care and outcomes.
• In partnership with the SVP , manage strategic planning process to ensure service requirements and levels are met across the organization.
• Responsible for the preparation and performance of financial budgets in addition to monthly financial projections and analysis for the Access Center Department
• Drive financial metrics, accountability for bottom line results, and consistent application of cost control performance within the Access Center Department and its various arms
• Develop and monitor a key performance indicator (KPI) dashboard including metrics and measurements for each division of the department.
• Strategically approach and challenge each aspect of the operational process to improve margins.
• Develop best practices for operational metric measurement/achievement.
• Provide a work environment that promotes positive energy, creativity and teamwork
• Ensure the Access Center Department is up to date on all Billing, DOH, Dept. of Labor, and other legal compliance requirements.
• Maintaining patient confidentiality in accordance to policy and procedure as well as HIPAA requirements
• Be a role model of courtesy and respectfulness when interacting with team members, patients, and family members.
• Partner with corporate departments (e.g., Site Operations, IT, Payroll, etc.) for support and escalation of operational, staff, and/or patient issues
• Analyzing and reporting on various business metrics
• Maintaining a working knowledge of clinical, technical, and business knowledge in the urgent care and specialty industries

Qualifications

• 10+ years of experience managing a large call center operation is a requirement
• 10+ years of management experience is a plus (urgent care, medical practice, hospital, retail, hospitality, supply chain, business administration or finance)
• Experience in working in CCAS Platforms( Call center as a service platform) as well as WFM Platforms to plan, forecast and handle the patient volumes
• Bachelor’s degree in hospitality management, Public Health, Hotel/Restaurant Management, Business or other applicable degree preferred (will consider relevant management experience in lieu of degree)
• Able to drive improvements in operational processes
• Must exhibit strong data analysis capabilities
• Experience in Multi-Unit Facility setting is a plus
• Has an entrepreneurial spirit and takes a proactive approach to business operations
• Must exhibit passion for outstanding results and compassion for those we work with and serve
• Exceptional patient/customer service skills
• Happy and positive thinking, able to project this attitude around others
• Ability to work in a fast-paced/ever-changing environment
• Strong computer skills (PC, Microsoft Office programs)
• Ability to work well in a team environment
• Exceptional communication skills
• Excellent leadership qualities a must
• Able to handle group dynamics (help bringing unity to a diverse group)
• Able to troubleshoot when necessary
• Comfortable with constructive confrontation and counseling management
• Strong Excel, Business Intelligence tools and Salesforce a plus

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities ( EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/ .