All Access Pass Podcast

When health care leaders say, "Our patients are different," it can become a reason to accept barriers as inevitable. Cooper University Health Care takes a different approach: keep the standard for access high, then adapt the system to meet patients where they are. Elizabeth Woodcock speaks with Cooper's access leadership team: Franziska Jovin, MD, MMM, Senior Vice President, Access and Ambulatory Operations and Chief Experience Officer; Joshua Bosire, Vice President and Chief Data and Analytics Officer and Vice President, Enterprise Access; and Carla Truell, Vice President of Access Operations and Performance. They discuss centralized scheduling and capacity management, digital transformation, transportation support, data-informed template strategies, and specialized care coordination for patients with disabilities. The conversation offers a practical reminder that access is more than answering a phone call. It is helping every patient get the care or answer they need.

What if patient access is more than an operational function? What if it is a key driver of value?

In this episode of The All Access Pass Podcast, host Elizabeth Woodcock explores how access initiatives—from closing care gaps and improving timeliness to coordinating post-discharge care—directly influence quality outcomes, cost reduction, and performance under value-based care models.

Joining the conversation are Dr. Michael Kraft of Emory Healthcare, Dr. Stephanie Mills, and Natalie McCall, MSHCT, co-founders of atelierHealth. Together, they discuss how health systems can better connect access efforts to measurable outcomes and financial impact.

Through real-world examples, including Emory Healthcare's success in increasing Medicare Annual Wellness Visit completion rates, this episode highlights how access leaders can position their work as a strategic asset in value-based care.

Learn more about atelierHealth: [email protected]

Connect with atelierHealth: atelierhealth.org

Automated waitlists are quickly becoming a key component of modern ambulatory access strategies, but what separates successful implementations from the rest?

In this special edition of the All Access Pass podcast, Elizabeth Woodcock, Molly Siegel, and Chris Profeta discuss their newly published peer-reviewed research in the Journal of Medical Internet Research: Automated Waitlists for Ambulatory Appointment Scheduling: A Multi-Site, Mixed-Methods Evaluation.

Drawing on data from health systems across the country, the team explores what the research revealed about implementation, adoption, patient outcomes, and the organizational factors that drive success. From lower missed appointment rates and flexible configuration to leadership support, implementation science, and the digital divide, this conversation offers practical insights for access leaders looking to optimize their scheduling strategies.

Join us as we turn research into reality and discuss what automated waitlists mean for the future of patient access.

Woodcock E, Profeta C, Siegel M. Automated Waitlists for Ambulatory Appointment Scheduling: Multisite, Mixed Methods Evaluation. J Med Internet Res. 2026 Jul 23;28:e90091. doi: 10.2196/90091. PMID: 42492053; PMCID: PMC13395261.

https://pmc.ncbi.nlm.nih.gov/articles/PMC13395261/

*For internal reference, here is the data from the article:

Thirty-six (IQR 30.0-44.0) days of improvement were realized. Accepted waitlist offers brought the patient’s appointment date forward by 36 (IQR 30.0-44.0) calendar days from the original appointment, thus shortening the lag time for the patient. There were eight (IQR 6.3-24.1) calendar days between the offer acceptance date and the offered appointment date.

For years, health systems have focused on building a strong digital front door. But what happens when patients begin their healthcare journey somewhere else entirely?

In this episode of The All Access Pass Podcast, Elizabeth Woodcock sits down with Jordan Moore, MBA, Division Chair of the Enterprise Office of Access Management at Mayo Clinic, to explore how artificial intelligence is changing the way patients search for care, choose providers, and navigate the healthcare system.

As more consumers turn to AI tools for guidance, health systems face a new challenge: ensuring they remain visible, accessible, and ready to meet patients wherever they begin their search. Jordan shares how Mayo Clinic is preparing for this shift—from rethinking decision trees and demand forecasting to exploring new approaches to patient-provider matching and capacity management.

Together, they discuss what access leaders need to do now to prepare for a future where the patient journey starts before a website visit, phone call, or portal login.

If you work in patient access, digital strategy, or ambulatory operations, this conversation offers practical insights into the technologies, expectations, and opportunities shaping the future of healthcare access.

Patient safety is often associated with what happens inside the exam room, operating room, or hospital bedside. But what if one of the greatest threats to patient safety occurs long before a patient ever receives care?

In this thought-provoking episode of All-Access Pass, Elizabeth Woodcock sits down with Dr. Victor Hassid, Associate Vice President of Access Services and Professor of Plastic Surgery at UT MD Anderson Cancer Center, to discuss his groundbreaking JAMA article, Patient Safety Begins with Access. Together, they explore the powerful argument that delays, barriers, and failures in patient access should be viewed not simply as operational challenges, but as patient safety events. Dr. Hassid shares how fragmented referral processes, scheduling barriers, authorization delays, and care coordination failures can directly impact diagnosis, treatment, and patient outcomes. The conversation also examines the concepts of visibility, accountability, high reliability organizations, and the critical role of data in identifying and preventing access-related harm.
Tune in to hear discussions on patient safety, access-related harm, high reliability principles, referral and scheduling barriers, access performance metrics, patient advocacy, health equity, and the future of treating access as a core component of quality and safety in healthcare.

Recorded live at the 2026 Patient Access Collaborative Symposium in Columbus, Ohio, this special episode of the All Access Pass Podcast brings listeners into the conversations shaping the future of patient access. From nurse triage and children’s access to AI, physician engagement, operational strategy, and patient experience, leaders from across the country reflect on the challenges, ideas, and innovations redefining healthcare’s front door — and the next generation working to move it forward.

In this episode, we feature The Ohio State University Wexner Medical Center, host of the Patient Access Collaborative’s 2026 Symposium, as they share how they transformed access from fragmented visibility to enterprise accountability. By focusing on the behaviors that drive performance, aligning incentives, and evolving their access center, OSU has built a model that connects strategy to execution. 

Guests James Kern, MBA, Senior Director of Access and Capacity Management, Dr. Jonathan Parsons, Medical Director of Ambulatory Services and Executive Vice Chair of Clinical Affairs, Department of Medicine, Kristin Geiger, Associate Director of Patient Access, and Lois Bernhardt, DPT, MBA, Director of Capacity Management, join to elaborate on their great work. 

This conversation offers a powerful look at how access can serve as a lever for growth, patient experience, and system performance - and what it takes to make that vision real. Tune in to hear how one leading health system is redefining access through behavior, data, incentives, and technology.

In healthcare, access to care ultimately comes down to one fundamental challenge: balancing supply and demand. In this episode of the Patient Access Collaborative podcast, Executive Director Elizabeth Woodcock speaks with Chris Profeta, Senior Director of Research and Analytics, about the emergence of ambulatory capacity management as a critical discipline within patient access. Together, they reflect on the rapid growth of the field - from a time when only a handful of professionals focused on capacity management to today’s sold-out roadshows and growing national attention. The conversation explores why traditional market dynamics don’t function in healthcare, how technological advances like automated waitlists are reshaping access to care, and why understanding true patient demand remains the next frontier for health systems.  

What if patient access isn’t just an operational problem—but a shared organizational belief system?

In this episode of All Access Pass, host Chris Profeta, Senior Director of Research and Analytics at the Patient Access Collaborative, sits down with Austin Loomis MHA , AVP of Ambulatory Access and Analytics, Mandy Newman, MAAL, Vice President of Ambulatory Operations, and Catherin Mims, MD, Vice President and Associate Chief Physician Executive for the Ambulatory Practice at OU Health. Together, they unpack a new evolution of the Patient Access Framework: a group-based assessment that captures how access is perceived across an entire organization.

With more than 20 leaders—from finance and HR to physician chairs and executive leadership—participating in the assessment, OU Health gained a rare, enterprise-wide view of access. The conversation explores what happens when those perspectives align, where they diverge, and why those gaps often represent the greatest opportunities for system improvement. Along the way, the group reflects on why access blind spots persist, how shared language changes strategy, and what it means to truly measure access as an enterprise responsibility.

Tune in to hear how group assessments can surface hidden friction, strengthen cross-departmental alignment, and turn access from a siloed function into a shared organizational priority—covering the evolution of the Patient Access Framework, the rationale behind group scoring, leadership alignment, organizational blind spots, and practical insights for system-level access improvement.

Woodcock, E., Profeta, C. A framework for patient access management: consensus from a Delphi panel of US health system leaders. BMC Health Serv Res 25, 524 (2025). https://doi.org/10.1186/s12913-025-12561-8https://link.springer.com/article/10.1186/s12913-025-12561-8

Patient access is often measured by speed—but its true value runs much deeper.

In this episode of The All-Access Pass, Elizabeth Woodcock, DrPH, MBA, is joined by Brett Butler, Vice President of Access Services at Baylor Scott & White Health, for a candid conversation about what it really takes to elevate access from a transactional function to a system-level strategy.

Together, they explore how governance, relationships, and intentional design can unlock capacity, improve clinician experience, and create more equitable, patient-centered care—even amid financial pressure and constrained supply. Brett shares how Baylor Scott & White is scaling access across a complex, multi-market enterprise, why fragmentation is access’s greatest enemy, and how technology can illuminate opportunity rather than promise false fixes.

This episode challenges access leaders to ask a different question: not how fast can we schedule, but how might we redesign care to truly meet demand—for patients, clinicians, and the system alike.