Vice President, Patient Services – Innovation

This is a fully remote position, open to applicants in Illinois, +2 more states.

📋 Description

• Identify and capture new value sources in areas such as patient access, demand recovery, patient support, and practice operations.

• Build and prioritize a portfolio of opportunities based on criteria including revenue, patient experience, capacity, cost, feasibility, and time-to-value.

• Create funded business cases along with actionable plans.

• Collaborate with Marketing, clinical, and operational partners to design targeting, messaging, timing, and follow-up strategies for specific patient populations.

• Assess, evaluate, scale, modify, or discontinue initiatives based on performance outcomes.

• Take ownership of call center scheduling rates and enhance the capture of schedulable demand.

• Lead the centralization of schedulable demand in conjunction with Field Operations, Marketing, and Insurance.

• Develop and expand outbound recovery capabilities from an initial pilot program.

• Measure outcomes from initial contact through scheduling, attendance, treatment, and revenue, collaborating with Finance and Data teams.

• Identify barriers in scheduling and handoffs, and enhance execution within practice regulations.

• Oversee the technology and AI roadmap for centralized services.

• Define business requirements, benefits, investment needs, and success metrics; partner with Technology for solutions and vendor selection.

• Lead the operational design, pilot programs, adoption, and scaling of agent assistance, coaching, workflow automation, intelligent routing, and patient outreach initiatives.

• Evaluate technology investments against metrics like scheduling efficiency, service quality, agent performance, productivity, and cost outcomes.

• Identify and establish centralized services that transition work from practices to effective centralized delivery.

• Coordinate service design, ownership, handoffs, service expectations, and communication strategies.

• Pilot new services with practices and scale them with appropriate training, support, and performance visibility.

• Manage the P&L for centralized services, including the annual plan, forecasts, and investment decisions.

• Lead and cultivate inbound and outbound operational leaders.

• Foster a cohesive culture across distributed internal teams and service partners.

• Oversee costs and service delivery from third-party BPO partners, including managing contracts, renewals, SLAs, pricing, capacity planning, performance reviews, and corrective actions.

• Secure cross-functional commitments and present recommendations, trade-offs, and results to executive leadership.

⛳️ Requirements

• MBA is preferred.

• Proven track record of commercial success, structured problem-solving, business case development, and leadership in transformation.

• Experience in building or transforming a service business or centralized capability that achieved measurable revenue growth and enhanced customer experience or efficiency.

• Required experience in developing and scaling a commercially significant capability, service, or business.

• Demonstrated success in identifying opportunities, creating business cases, launching new capabilities, validating value, and scaling results.

• Experience limited to operating an established function is not sufficient.

• Experience leading strong operational leaders, managing distributed teams, and collaborating with external service partners, with responsibility for P&L or similar financial accountability.

• Required experience in managing third-party BPO partners, including overseeing relationships, contracts, service-level agreements, commercial terms, performance management, and capacity decisions.

• Experience with international delivery partners is preferred.

• Proven ability to apply technology, automation, or AI to operational workflows and achieve measurable business outcomes.

• Preferred experience in healthcare, specifically in patient access or scheduling.

• Relevant experience in appointment-based consumer services involving significant purchase decisions.

• Demonstrated capability to execute across operations, marketing, technology, and finance without relying solely on reporting authority.

• Possess commercial judgment, structured thinking, and entrepreneurial spirit.

• Strong analytical and financial fluency, including business case development, financial modeling, scenario and sensitivity analysis, funnel performance, incremental revenue, unit economics, investment returns, and P&L management.

• Ability to integrate patient needs, agent workflows, practice operations, and technology into effective service design.

• Fluency and curiosity regarding technology.

• Strong cross-functional influence with the capacity to align leaders on priorities, resources, and execution.

• Ability to lead through others and develop operational leaders.

• Clear communication with executives and disciplined follow-through.

• Must have authorization to work for any employer in the U.S.

• The employer is unable to sponsor or take over sponsorship of an employment visa at this time.

🏝️ Benefits

• Requires domestic and international travel for team leadership, partner oversight, practice visits, and pilot programs.

• Travel to call center delivery sites, currently located in South Africa, Belize, and Mexicali, Mexico.

• Offers a remote work arrangement.

• Operates in a distributed-team work environment.