MedStar Medical Group Job - 49090098 | CareerArc
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Company: MedStar Medical Group
Location: MD
Career Level: Director
Industries: Not specified
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Description

General Summary of Position
The Director, Access and Engagement will partner with stakeholders across the organization to establish the vision, purpose, and measurable business and customer KPIs for enterprise access in alignment with the Digital Pillar and its joint roadmap, inclusive of, but not limited to, the Integrated Digital Health Platform (IDHP). The Director, Access and Engagement will be responsible for partnering with key operational stakeholders such as MedStar Medical Group (MMG), Medstar Ambulatory Services (MAS), and MedStar Institute for Innovation (MI2) to develop and execute data-driven access improvement and provider engagement strategies, develop strategic roadmaps, and operational change management plans required to enable 24-48 hour access to the right care at the right time, place, cost, and modality, with a goal of maximizing value creation and cost savings for the organization.


Primary Duties and Responsibilities

  • Develops and executes against a strategic roadmap, outlining the key audiences, tactics, and timing to ensure adoption of the multi-year access and digital engagement vision and business transformation imperative focusing specifically on components related to provider engagement, operational improvement, and front-end optimization.
  • Partners with clinical, revenue cycle, and operational leaders across the organization to identify, prioritize, and implement provider engagement and access improvement opportunities with the goal of increasing revenue, improving throughput, reducing complexity of scheduling processes and load balancing, and driving cost savings for MedStar Health. Leads associated stakeholder meetings to drive access-related programs.
  • Develops, tracks and reports on measurable KPIs for access across key digital and analog access initiatives, including but not limited to, provider productivity, capacity management, time to 3rd appointment, appointment lag time, no-show rates, new patient acquisition, patient retention, self-service adoption, etc. Manages dashboard development in partnership with entities like Health Catalyst, Digital Transformation data and analytics, PUBS, MMG/ACE and other critical stakeholders.
  • Champions for operational and functional changes required to drive adoption of digital initiatives, including supporting the implementation of the IDHP and identification and agile implementation of new access opportunities that create measurable value. Partners with the Digital Transformation product and technical/data personnel as well as MTIC and MMG as necessary to identify, evaluate, implement and test new synchronous and asynchronous care options based on patient demand connecting the virtual care pathway to existing digital assets.
  • Partners with the Chief Digital Transformation officer, AVP of Enterprise Access, AVP of Enterprise Access Operations, VP of Digital Transfermation and Enterprise Access, and leadership from MMG, MAS, Revenue Cycle and MTIC to define the scope, budget, and timeline for access-related initiatives in alignment with MedStar's broader Digital Pillar roadmap and strategic priorities.
  • Facilitates prioritization discussions and the process for adjudicating resources toward access and digital engagement activities. Partners with the Director of Digital Operations on implementation of broader enterprise access initiatives through the engagement of operational stakeholders to ensure successful adoption, including but not limited to dynamic scheduling models, open access strategies, scheduling protocol simplification, Intake Automation expansion, etc.
  • Owns recommendations, and where appropriate, decisions related to business priorities and access vision, strategy, and roadmap, while influencing decisions for resource allocation and digital prioritization.
  • Incorporates decisions, as they are made about additional modalities (asynchronous care, nurse triage line, etc.), into protocols and develops methods to ensure that prerequisites to care (e.g., tests) are properly sequenced into the patient experience. Leads digital strategy to expose virtual care transparency pathways in partnership with MITC leadership.
  • Leads presentations to senior leadership (including, but not limited to the Digital Transformation Advisory Committee, Enterprise Access Operating Working Group, etc.) to report out on progress against enterprise access priorities; participates in meetings and on committees and represents the department and business unit in community outreach efforts.
  • Oversight and management of department personnel, with duties including participation in the development of department goals, objectives, policies, and procedures; ensuring compliance with business unit policies and procedures and governmental and accreditation regulations; developing and recommending department operating budget and manages resources according to approved budget; training, orientation, and assignment of department staff; reinforcement of standards of performance, including performance evaluation and recommendations for personnel actions; maintains ongoing communication with subordinates to review programs, provide feedback, discuss new developments, and exchange information.
  • Effectively assembles and facilitates high performing multi-disciplinary teams. Gives individuals autonomy, encourages them to take on personally challenging demanding tasks. Encourages them to solve problems, produce innovative ideas and proposals, and develop their vision. Encourages critical feedback and a broad perspective, including challenging existing practices, assumptions and policies.
  • Supports training needs related front-end operational enhancement, provider engagement and ongoing digital initiatives to improve access and the patient experience.
  • Participates in meetings and on committees and represents the department and business unit in community outreach efforts.
  • Participates in multidisciplinary quality and service improvement teams and maintains effective working relationships with other departments.
  • Performs other duties as assigned.


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    Minimum Qualifications
    Education

    • Bachelor's degree in related field required
    • Master's degree in related field preferred

    Experience

    • 5-7 years Progressively more responsible job-related experience. required
    • 3-4 years Experience leading access in medium to large-scale health care environments, including, but not limited to capacity management and optimization, process standardization, workflow digitization, etc. required

    Knowledge, Skills, and Abilities

    • Managerial experience
    • Excellent problem-solving and strategic analysis skills and ability to exercise independent judgment
    • Business acumen and leadership skills
    • Strong influencing capability, with excellent verbal and written communication skills
    • Must possess the ability to effectively interact with all levels of management, internal departments and external agencies
    • Ability to manage multiple priorities and drive results
    • Outstanding customer service skills
    • Has working knowledge of various computer software applications.


    Why MedStar Health?
    At MedStar Health, we understand that our ability to treat others well begins with how we treat each other. We work hard to foster an inclusive and positive environment where our associates feel valued, connected, and empowered. We live up to this promise through:

    • Strong emphasis on teamwork - our associates feel connected to each other and our mission as an organization. In return, our effective team environment generates positive patient outcomes and high associate satisfaction ratings that exceed the national benchmark.
    • Strategic focus on equity, inclusion, & diversity - we are committed to equity for all people and communities. We continue to build a diverse and inclusive workplace where people feel a sense of belonging and the ability to contribute to equitable care delivery and improved community health outcomes at all levels of the organization.
    • Comprehensive total rewards package - including competitive pay, generous paid time off, great health and wellness benefits, retirement savings, education assistance, and so much more.
    • More career opportunities closer to home - as the largest healthcare provider in the Baltimore-Washington, D.C. region, there are countless opportunities to grow your career and fulfill your aspirations.

    About MedStar Health
    MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation, and research. Our team of 32,000 includes physicians, nurses, residents, fellows, and many other clinical and non-clinical associates working in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest home health provider in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar Health is dedicated not only to teaching the next generation of doctors, but also to the continuing education, professional development, and personal fulfillment of our whole team. Together, we use the best of our minds and the best of our hearts to serve our patients, those who care for them, and our communities. It's how we treat people.

    MedStar Health is an Equal Opportunity (EO) Employer and assures equal opportunity for all applicants and employees. We hire people to work in different locations, and we comply with the federal, state and local laws governing each of those locations. MedStar Health makes all decisions regarding employment, including for example, hiring, transfer, promotion, compensation, benefit eligibility, discipline, and discharge without regard to any protected status, including race, color, creed, religion, national origin, citizenship status, sex, age, disability, veteran status, marital status, sexual orientation, gender identity or expression, political affiliations, or any other characteristic protected by federal, state or local EO laws. If you receive an offer of employment, it is MedStar Health's policy to hire its employees on an at-will basis, which means you or MedStar Health may terminate this relationship at any time, for any reason.


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