POSITION SPECIFICATION ASSISTANT VICE PRESIDENT, PATIENT ACCESS SERVICES Atlanta/Marietta, Georgia
2 Overview On behalf of our client, WellStar, Anthony Andrew is identifying and evaluating candidates for the position of Assistant Vice President (AVP), Patient Access Services. This person will lead the Patient Access Services operation for the system. This position is based in the northwest area of Atlanta in Marietta, Georgia. WellStar Health System is a Marietta, Ga.-based not-for-profit healthcare system. We are a nationally recognized leader in comprehensive care. Our specialists and primary care providers work in a multi-disciplinary environment with more than 13,000 team members in our five hospitals, 150+ WellStar Medical Group offices, health parks and other facilities. Serving a population of more than 1.4 million residents throughout northwest metropolitan Atlanta, WellStar constantly looks at total patient wellness and works to ensure that all systems support that focus. As our numerous clinical and workplace accolades show, WellStar is committed to caring for our patients, as well as our team members, like no other health system in Georgia. Staying ahead of the technology curve has enabled WellStar to be leaders in both the diagnosis and treatment of an extensive array of health conditions. WellStar s senior leadership, Board of Trustees, hospital authorities, regional health and Foundation boards regularly evaluate our community s emerging needs to help equip our facilities with the best new technology. In 2012, WellStar leadership took an epic step toward improving integration and communication throughout every corner of our System. Powered by Epic software, WellStar Connect, our electronic health record system, unites WellStar s entire network of healthcare providers and facilities with a single medical record across the care continuum. Our System s journey to world-class took another important step in 2014 when WellStar joined the Mayo Clinic Care Network. WellStar s participation in the Network further enriches the level of care we provide through collaboration and innovation. As a not-for-profit health system, it is our responsibility to give back to our communities. We do this by not only providing quality care to our patients, but also through the support of the WellStar Foundation. Of the tax-deductible contributions made to the Foundation, 100 percent is reinvested into services and programs for the less fortunate in our communities as well as enhancing our facilities here at WellStar.
3 WellStar s Vision: To deliver world-class healthcare. WellStar s Mission: To create and deliver high quality hospital, physician and other healthcare related services that improve the health and well-being of the individuals and ---- communities we serve. Executive Leadership Team for Revenue Cycle Jim Budzinski, VP and CFO, WellStar Health System Ellen Langford, SVP and COO WellStar Medical Group Sean Turner, VP Revenue Cycle Recent System Accreditations, Awards and Recognitions Accredited Joint Commission on Accreditation of Healthcare Organizations Top 100 Most Highly Rated Integrated Healthcare Networks by IMS (5 th overall) Top 10 company for working moms by Working Mother Magazine Fortune 100 Best Companies to Work For Top 10 Nonprofit Company for Executive Women (NAFE) Alfred P. Sloan award for Business Excellence in Workplace Flexibility Named among Best Employers for Workers over 50 by AARP Outstanding Achievement Award from Commission on Cancer of the American College of Surgeons (WellStar Cancer Network) 3 Star quality rating from the Society of Thoracic Surgeons Regional leadership award for 39-week elective delivery initiative
4 WellStar Business Units WellStar Cobb Hospital Located just 20 minutes outside of Atlanta in Austell, Ga., WellStar Cobb Hospital is a leader in healthcare. The 382-bed facility offers services for the entire family from birth to geriatrics. For patients needing outpatient services, Cobb offers a multitude of high-tech services, including imaging, behavioral health, physical rehabilitation, substance abuse and surgery. The hospital also offers a comprehensive range of inpatient and outpatient surgical services, where highly skilled surgeons work with advanced equipment and utilize the latest surgical procedures in the Barrett Surgery Center. This includes being a leader in robotic surgeries in Georgia. Other specialized procedures and treatments provided at Cobb include a burn center, cardiac catheterization, comprehensive oncology program, home health services, Joint Center of Excellence, orthopedic services, senior services, Stroke Center of Excellence, wellness and prevention programs and wound care. In 2014, Cobb was the only hospital in Georgia to receive meritorious status for surgical patient outcomes from the American College of Surgeons National Surgical Quality Improvement Program. WellStar Douglas Hospital Located in Douglasville, Ga., WellStar Douglas Hospital continues to rise to the healthcare demands and needs of the community s population of more than 120,000 residents. With 116 beds, state-of-the-art medical services and facilities, and a medical staff specializing in a wide variety of fields, the capabilities of this community-based hospital are exceptional. Douglas offers comprehensive healthcare, including an outpatient diagnostic/treatment center, surgical services, and rehabilitation services; inpatient dialysis, intensive care, maternity services, medical surgical services, and rehabilitation services; and specialized services including interventional radiology, cardiac rehabilitation, diabetes education, a GI lab, home health, medical imaging, senior services, wellness and prevention programs, and women s health services. In addition, through expansion, the hospital recently doubled the capacity of its ED and ICU departments.
5 WellStar Kennestone Hospital WellStar Kennestone Hospital in Marietta, Ga., is known as a regional destination for worldclass healthcare. The 633-bed facility and flagship hospital of WellStar Health System offers patients a state-of-the-art cardiac program, advanced neurosciences surgery and radiology, cutting edge cancer treatment, one of the country s only ICU mobility programs and a nationally recognized NICU. The hospital includes the only designated Level II Trauma Center in northwest Atlanta and also is home to the busiest emergency department in Georgia. Distinctions include the prestigious 3 Star quality rating from the Society of Thoracic Surgeons; designation as an American Heart Association/American Stroke Association Target Stroke Facility; accreditation from the Society of Chest Pain Centers; designation as a UnitedHealth Premium specialty center in total joint replacement; recognition on the Becker s Hospital Review 100 Hospitals with Great Oncology Program list; and designation as a Bariatric Surgery Center of Excellence. WellStar Paulding Hospital The new, state-of-the-art WellStar Paulding Hospital in Hiram, Ga., opened in 2014. The eight-floor, 295,000 sq. ft. facility has 56 patient beds with the ability to expand to 112 beds. It houses 40 adult and pediatric emergency exam rooms, four surgical suites, decentralized nursing stations, private inpatient rooms, administrative offices, a retail pharmacy and a café. Designed with patient and family-centered care in mind, the hospital features environmentally friendly elements including a geothermal heating and cooling system and energy efficient lighting. Paulding is expanding its physician team to include cardiology, general surgery, infusion therapy, internal medicine, maxillofacial surgery, imaging, orthopedics, podiatry, post-acute services and much more. The new hospital is the replacement facility for the original Paulding Hospital in Dallas, Ga., which served the community for more than 50 years and is still home to the WellStar Paulding Nursing and Rehabilitation Center, a 182-bed long-term care facility and only nursing center within WellStar. The center was named one of the best nursing homes of 2014 by U.S. News & World Report.
6 WellStar Windy Hill Hospital WellStar Windy Hill Hospital is a 115-bed facility located in Marietta, Ga. The hospital is known for its Long Term Acute Care (LTAC) program, specialized surgical services and interventional radiology expertise, which includes our minimally invasive Center for Fibroid Care. Surgery at Windy Hill is highly specialized. The hospital s operating rooms are equipped for specific procedures such as arthroscopic, eye and bladder surgeries, as well as treatment of stones in the kidney, bladder and ureter. The hospital also is home to one of the Southeast s largest sleep centers accredited by the American Academy of Sleep Medicine. WellStar Sleep Medicine at Windy Hill features hotel-style rooms dedicated to assisting our community in achieving a good night s sleep. The Sleep Medicine program works closely with board-certified sleep specialists and other physicians to provide a custom treatment plan for both adult and pediatric patients. Other specialized services available at Windy Hill include medical imaging, rehabilitation, orthopedic and wellness and prevention programs. WellStar Medical Group (WMG) With more than 150 locations, WMG now includes nearly 800 medical providers across more than 40 specialties. The roots of WMG go back to 1994, when WellStar Physicians Group was launched with a goal of creating a truly integrated health system where hospitalemployed physicians work together with System leaders toward common goals. WMG now serves as a seamless continuum of healthcare services, including primary and specialty care, acute care and ambulatory care, set in easily accessible ambulatory locations. For the patient, this means better care coordination, convenience of scheduling, co-location of specialties and the elimination of duplication through the sharing of key demographic and clinical information. WellStar Health Parks WellStar is positioned to capture growth in the outpatient market by pioneering the development of health parks in Georgia. Health parks serve as a comprehensive, one-stop destination for outpatient medical needs. Patients are able to see their doctor, have necessary tests performed and get prescriptions filled in one convenient location. The health park concept brings primary and specialty physician offices together with comprehensive diagnostics, laboratory services, rehabilitation therapy, urgent care, a retail pharmacy, among
7 other services. This is accomplished while improving access to healthcare and lowering cost. WellStar currently has health parks in Acworth and Marietta. The WellStar Acworth Health Park opened in 2012. The 70,000-square-foot facility has had tremendous success and earned rave reviews throughout the community. The 162,000 square-foot WellStar East Cobb Health Park opened in late 2014. Additional WellStar health parks are planned for Vinings and Cherokee County. WellStar Foundation For more than 20 years, the WellStar Foundation has acted as a supporting organization to WellStar. As a not-for-profit health system it is our responsibility to give back to our community. We do this by providing quality care to our patients and through the support of the Foundation. Of the tax-deductible contributions made to the Foundation, 100 percent is reinvested into services and programs for the less fortunate in our communities as well as enhancing our facilities at WellStar. Community Profile WellStar Health System is located in the northwestern and western suburbs of metro Atlanta, an area recognized for its quality of life and explosive growth. Three of the five counties in our services area (Douglas, Paulding and Cherokee) are among the fastest growing counties in the nation. The area provides for a comfortable lifestyle with easy access to Atlanta and rural destinations alike. For additional information about our communities, visit: www.cartersvillechamber.com www.cherokeechamber.com www.cobbchamber.org www.douglascountygeorgia.com www.pauldingchamber.org Additional information regarding WellStar is available at: http://www.wellstar.org
8 Position Description In this highly visible role, the AVP champions significant change that leverages the recent EPIC implementation and almost 400 very talented people to deliver true patient-focused access services. Reporting to the VP Revenue Cycle, this position is a key member of the Revenue Cycle leadership team responsible for patient access services system-wide including the Medical Group. The person for whom we are looking is a results-driven personality with a strong sense of urgency honed over 10+ years of progressive leadership in the area of patient access services. They bring strong problem-solving and analytical capabilities right alongside a highly collaborative demeanor for getting the right things accomplished at the right time. Continuous improvement is in their DNA and they have the vision and experience to instill the same in their teams. A master s degree in Business Administration, Healthcare Administration or Clinical Administration is preferred. Principal Accountabilities Oversees the delivery of patient access services that facilitates patient-centered, easy, seamless interaction on a consistent basis with and throughout the WellStar Health System while ensuring that all appropriate and necessary financial information is obtained in a timely and accurate manner. This includes five acute care hospitals, a fastgrowing medical group with over 650 physicians in more than 100 office locations, seven urgent care centers, 16 diagnostic imaging centers and four LTC/LTAC facilities. Develops goals and objectives and monitors performance in support of system level strategies and KPIs. o Maintains policy currency based on internal and external changes. o Working closely with the WellStar Connect team and key stakeholders, optimize workflow, staff productivity, data collection quality while maximizing other key system KPIs related to clinical and financial outcomes and stakeholder satisfaction including employee, patient and physician. o Facilitates strong intra-department coordination for key access processes including scheduling, data collection, insurance verification, authorization, registration, admitting and bed control. o Strategizes with system executive leadership, Care Line directors, physicians to identify and mitigate capacity and other issues that create bottlenecks and barriers to patient flow. Creates and exceeds service standards using patient/customer requirements and expectations and best practices. Monitors performance through the use of customer satisfaction data.
9 Creates an organizational culture within access services that promotes a safe, satisfying and enriching environment for employees that results in a qualified, competent staff to meet patient needs. o Provides leadership that demonstrates and reinforces system mission and values. o Collaborates with leadership from case management, utilization/drg management and patient financial services. o Creates an environment that encourages and supports self-development and learning for all staff through open communication, feedback and competencybased training programs. Works to develop a self-directed work group ethic in which staff coordinate on their own to cover absences and workload shifts while maintaining compliance with system HR policies and standards. Maintains current knowledge of state and federal regulatory standards that pertain to Advanced Directives, Patient Bill of Rights, Patient Confidentiality, Advanced Beneficiary Notification (ABN), Medicare as a Secondary Payer (MSP), medical necessity, use of observation status, etc. Demonstrates a commitment to Service Excellence through the WellStar Experience: o Creating first impressions, memorable moments and impressions that fulfill the expressed and unexpressed wishes and needs of patients and family members. o Valuing patients and family members as partners in their care. o Having world-class processes in place. o Delivering high-touch care that is reliable, responsive and coordinated. o Focusing on constant innovation and creating improvements. o Celebrating our diversity with sensitivity and understanding. o Embracing the idea that we are all owners of our health system.
10 Experience and Qualifications 10+ years of progressive leadership, including five years of senior director/director level responsibility in a complex healthcare organization, leading over 250 staff members. 10+ years of health system patient access services supporting hospitals, medical groups, LTC/LTAC and other ancillary/ambulatory facilities. Extensive knowledge of health care financing and reimbursement issues including Medicare and Medicaid regulations relevant to access services. Extensive knowledge of current best practices, regulations and techniques in access services including Advanced Beneficiary Notification (ABN), Medicare as a Secondary Payer (MSP), Advanced Directives, Patient Bill of Rights, patient privacy, medical necessity, observation status and other regulatory guidelines. Experience with inter-facility transfer processes and LTC/LTAC related to access services. Experience in the principles of information management to support business process reengineering and optimization as well as data collection and analysis. Strong background in financial process management, performance improvement and project/change management methodologies and practices. Skillful in leadership, mentoring staff, directing and delegating work activities, communication with all stakeholders (employees, physicians, patients and payers), negotiation and conflict resolution. Adept at establishing and sustaining a climate to achieve optimal performance levels. Self-directed with a collaborative style and a demonstrated ability to lead in a constantly evolving environment driven by patient requirements and changing volumes. Excellent planning and organizational skills including the ability to translate strategic vision/objectives into an operational model. Highly preferred experience in the following: EPIC, consulting and Continuous Improvement techniques including Lean Six Sigma. Master s Degree in Business Administration, Healthcare Administration or Clinical Administration is preferred.
11 Key Competencies An individual should demonstrate the following competencies to perform successfully the essential functions of this position: Energy. Exhibits energy, strong desire to achieve, high dedication level; 60 hours or more per week probably necessary for results expected. Intelligence. study. Ability to acquire understanding & absorb information rapidly; A quick Problem Solving. Focuses on solving problems; Uses rigorous logic and methods to solve problems; Explores solutions from a wide range of perspectives. Results Orientation. The ability to focus on the desired result of one s own or one s unit s work, setting challenging goals, focusing efforts on the goals, and meeting or exceeding them. Drive to Accomplish. Proactively seeks next task or job; conveys productive high sense of urgency; persists in the face of obstacles; seizes opportunities when they arise. Analytical. Identifies significant problems and opportunities. Analyzes problems and people in depth. Sorts the wheat from the chaff, determining root causes. Change Leadership/Adaptability/Focus. Actively intervenes to create and energize positive change; Leads by example; Ability to work in a fast-paced environment that requires results; Ability to accept, adapt, and drive continuous improvement, change, and innovation. Growth through Training/Development/Coaching/Empowerment. People Builder; Ability to identify top talent and to develop it; Understands that growth takes place because of the people in the organization; Ability to select the right talent for the right position; Gives employees the knowledge, tools and support needed to make a contribution giving meaning to their lives every day; Empowers employees and recognizes them for their contributions. Enthusiasm/Passion. Exhibits dynamism, excitement, and a positive can-do attitude; Ability to replace negativity with positive suggestions and discuss negative situations in private (one-on-one) and never before a group; Understands the importance of being positive when building teams.
12 Success in the First Year First 90 Days Meet one-on-one and invest time with Hospital and Professional Revenue Cycle leaders; get to know them, their functional areas and what they are working on. Meet one-on-one and invest time with Hospital and Clinical leaders; get to know them, their functional areas and what they are working on. Meet one-on-one and invest time with Hospital Outpatient Departments (HOD) leaders performing non-traditional registration activities; get to know them, their functional areas and what they are working on. Meet one-on-one and invest time with the WellStar Connect (IT) leaders; get to know them, their functional areas and what they are working on. Quickly acquire a solid base knowledge regarding the business of WellStar, what they do, how they do it, their value proposition, etc. Learn key projects currently in process and those in the queue. Build rapport and support with other Shared Business Center Key Directors to ensure cohesive Operations. Prepare monthly, meaningful reporting regarding the state of operational affairs. Gain a thorough knowledge of the PAS Workflows in Epic Complete performance assessment of direct reports and identify any gaps, training needs. Assess current departmental performance through reviewing process metrics, workflows and denial root cause analysis. Develop expanded metrics for productivity review with staff. Begin to develop staff understanding of these metrics, how they impact the metrics and how they relate to the business. Monitor and refine current training program (WebEx and onsite) to close performance gaps. Employ a collaborative style that is acknowledged by peers and senior leaders. Perform GAP analysis of current Policies and Procedure to ensure currency of the policies and appropriateness of regulatory compliance.
13 At 180 Days Determine and make changes to any process that is not driving the expected outcome metric. Ensure communication and successful execution across the operations units including the provider sites. Build a seamless bridge between the Care Coordination, Connect, Revenue Integrity Account Follow-up Division, Billing and Contract Management to ensure that the interests of the organization are aligned jointly. Execute targeted key operational initiatives including but not limited to, updated ABN Workflow redesign, Medical Imaging Workflow redesign and POS Critical business technique training, including patient encounter, patient experience, and patient estimation of services By the End of the First Year Is a fully integrated and contributing member of the Revenue Cycle leadership team that everyone trusts and respects, seeks advice from and provides thought leadership from a process perspective. Appropriate process metrics have been determined and implemented for PAS, Denial, CFB, charge and claim edits and work queue management Established process metrics are in the optimal range and driving positive business outcome metrics. Participate and Complete fiscal year budgeting for FY16 Complete the 5 pillars of New Leader Orientation along with specified critical leadership education Establish a respected pattern of executive advisory results to support and be viewed by the organization as the health system Subject Matter Expert for WHS / WMG Patient Access Functions related questions and operational guidance. Peers and senior leaders acknowledge the value the AVP has brought to the organization.
14 Reporting Relationship The Assistant Vice President, Patient Access Services reports to the Vice President, Revenue Cycle with strong matrix relationships with the SVP & COO of the Medical Group and the hospital CFOs. Compensation The company provides an attractive compensation plan consisting of a market-competitive base salary and annual incentive program. A package will be constructed to attract the best candidates. Travel Up to 10% travel is required.
15 Anthony Andrew Anthony Andrew is a personalized retained search firm created for clients and candidates who want the highest standards of values, performance and results. We believe our clients and candidates deserve nothing less. Major areas of retained search include senior leaders and individual performers of all functional areas in the Healthcare, Hospital Revenue Cycle, Information Technology, and Outsourcing Industries. We look forward to working with you as a potential candidate for the AVP, Patient Access Services position for WellStar, in Atlanta/Marietta, Georgia. For additional information on Anthony Andrew, please visit our Website at anthonyandrew.com. To learn more about this particular position or provide a confidential referral, please contact: Tony Cinello Midge Duncan Founder and President Senior Consultant 16775 Addison Road 16775 Addison Road Suite 315 Suite 315 Addison, Texas 75001 Addison, Texas 75001 214-377-1763 214-377-1763 tony@anthonyandrew.com midge@anthonyandrew.com Improving Companies and Careers, One Search at a Time. SM