Enterprise Administrative Vice President, Ambulatory Care Transformation
Mass General Brigham

The Ambulatory Care Transformation (ACT) initiative at Mass General Brigham (MGB) is a multi-year, cross-entity redesign of the MGB ambulatory care system. Focused initially on ensuring one call resolution and a consistent patient scheduling experience across all entry points in the ambulatory enterprise, ACT will create a seamless integrated ambulatory care delivery model that:

1. Establishes standards and infrastructure necessary to accurately measure and continuously improve access to high-quality, timely, equitable, patient- and family-centered care

2. Through innovation and economies of scale, creates a coordinated, cost-efficient, financially viable model for supporting sustainable growth and exceptional ambulatory care across the enterprise

3. Promotes clinician and staff wellness by reducing administrative burden, and centrally supporting designated scheduling, business, and operational tasks

4. Defines and reports on clear metrics to drive success

The Enterprise Administrative Vice President (EAVP), Ambulatory Care Transformation, is a key leadership role responsible for developing, implementing, and overseeing a central ambulatory access and operational model. This role requires a strategic thinker with a deep understanding of ambulatory care operations, patient access, and healthcare transformation. Reporting to the Enterprise Clinical Vice President of Ambulatory Care Transformation, the EAVP is responsible for providing administrative oversight of the systemwide ambulatory care transformation initiative and is accountable for implementing systems that will improve ambulatory patient access, and the patient and provider experience across the system. Working under the Executive Sponsorship of MGB's Chief Integration Officer, Chief Information and Digital Officer, ACT Project Planning Committee Chair, and the direct supervision of the Enterprise Clinical Vice President of Ambulatory Care Transformation (ECVP), the EAVP works closely with senior ambulatory and departmental leadership across the enterprise to ensure systems are designed to support the diverse operational and clinical needs of the organization.

Responsibilities:

Organizational Relationships:

• Works closely with, and under the direct supervision of, Enterprise Clinical Vice President of Ambulatory Care Transformation.
• Accountable to the Chair, ACT Project Planning Committee for development and execution of the ACT Project work and development of a central ambulatory operating model.
• Partners with Vice President, Revenue Cycle Operations in the execution of a system wide Ambulatory Call Center (ACC).
• Develops a strong working relationship with the Chief Patient Experience Officer, who will be a leadership partner in the ACT work.
• Develops strong trusting relationships with ambulatory operations and clinical leaders across the system to align operations and support the implementation of ACT priorities.
• Partners with the Enterprise Director of Ambulatory Data Analytics to identify and prioritize the development of key performance indicators as well as relevant executive dashboards and operational reports.
• Works closely with Subject Matter Experts (SME) and key stakeholders in relevant work groups and departments.

Strategic Planning:

• In partnership with ECVP, ACT, and Chair, ACT Planning Committee, develops, executes and manages all aspects of a comprehensive strategic plan for ambulatory care transformation.
• Develops the roadmap for implementation of ACT over a multiple year period continually revising for efficiency. Imbeds SMEs into the planning process.
• Leads the design and implementation of a cost-effective centralized ambulatory access model that promotes a seamless patient experience across the enterprise.
• Leads development of governance committees, representative of the organization, to drive development and adoption of operational alignment framework, standards, best practices and expectations for access and central ambulatory operational workflows.
• In concert with ACT Planning Chair, partners with MGB finance to create the best models for demonstrating the cost and/or ROI of each functional area.
• Leads alignment of all ambulatory access and designated ambulatory operations services ensuring systems support any necessary variations in workflows to best meet the needs of our patients in different care settings.
• Identifies, socializes, and systematizes best practices in template optimization, central scheduling algorithms, call center strategy, digital automation tools, capacity management planning, ambulatory performance metrics, and management of key ambulatory operational functional areas.
• Moves the organization forward in cultivating a patient-centered approach to ambulatory access.

Operational Oversight:

• Primarily responsible for execution and management of implementation plans. Assesses feasibility and drives progress.
• Identifies and monitors enterprise-wide and entity-specific risks; leads effort to develop strategies for mitigation of identified risks, including rapid escalation through designated channels. Re-prioritizes work to meet deadlines.
• Provides timely executive level and detailed updates on progress and risks. Responds to requests for information with comprehensive, succinct communications.
• Evaluates operational and clinical readiness for specialties and practices to effectively onboard ACT initiatives. Provides clear roadmap and support necessary to achieve readiness.
• Ensures workgroups and process decisions include system-wide input.
• Oversees recruitment, training/mentoring, professional development, and evaluation of direct reports. Ensures that the team's deliverables are high quality and enhance a culture of collaboration.

Performance Improvement:

• Partners with ECVP, ACT, to develop framework for reviewing access performance metrics with clinical and operational leadership. Reviews project performance with department and practice leadership. Partners with department and clinic leadership to implement improvement activities.
• In concert with ACT Planning Chair and Enterprise Director of Ambulatory Data Analytics, drives development of KPI's, process and balancing measuring necessary to evaluate both success of the project and department/practice performance. Advocates for benchmarkable data where feasible. Simplifies and prioritizes data requests. Creates action plans appropriate for each metric and dashboard.
• Leads development of actionable solutions toolkit and best practices to improve KPI's.
• Ensures solutions and their impact on key performance metrics are tracked.

System-wide Engagement:

• Supports ECVP, ACT, in the development and execution of a comprehensive, enterprise-wide long-term provider and staff engagement plan.
• Helps lead the change management methodology to effectively communicate and facilitate changes to system and process.
• Helps create system-wide literacy in patient-centered ambulatory access emphasizing simple, streamlined, and repeatable messaging and communications.
• Serves as administrative lead to resolve conflict associated with adoption of standard measures or best practices across the enterprise.
• Builds and maintains relationships with leaders, management, clinicians, and staff throughout MGB.
• Other duties as assigned.

Qualifications

• A Bachelor's degree in business or healthcare administration or equivalent combination of education and experience required. Master's degree (MBA, MPH, MHA, etc.) preferred.
• Minimum five years' experience managing complex ambulatory operations including but not limited to access, patient throughput, capacity management, clinic management and patient experience.
• Ability to utilize data and analytics to drive improved operational performance.
• Deep knowledge of EPIC and Cadence.
• Prior healthcare clinical operations resource and project management experience.

EEO Statement
Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.

---