PAC's All Access Pass Podcast

The "All-Access Pass to Access" podcast, hosted by

A Novel Approach to Test Access

Mayo Clinic recognized the necessity of moving beyond traditional telephone-based appointment intake processes to embrace a more digital-centric approach to patient access. The health system’s Enterprise Office of Access Management opened the Innovation Contact Center in 2022. The goal is to test software, refine workflows, and optimize system integration and automation in order to mitigate risks and minimize disruptions of new access initiatives. Serving as a testing ground, the Innovation Contact Center reduces the impact on more than 4,000 agents – and millions of patients - by confining initial trials to a single unit. Join us for Episode XX of the Patient Access Collaborative’s All-Access Pass podcast to learn about the new tools and technologies that Mayo Clinic is testing within this small, dedicated team, thereby laying the groundwork to effectively translate insights and improve access across the health system. Hear from Mayo Clinic’s Elissa Nelson, Senior Director, Systems Transformation and Courtnie Garteski Bergler, Director of the Scheduling Innovation Contact Center.

In this episode of the All-Access Pass podcast, host Elizabeth Woodcock delves into the evolving landscape of leadership, focusing on the burgeoning role of the access medical director. Drawing from recent research findings by the Patient Access Collaborative published in the Physician Leadership Journal, Elizabeth explores the increasing prevalence of this position in U.S. health systems and its pivotal significance in enhancing organizational performance.

Joined by esteemed guests Dr. Brian Crum (Mayo Clinic), Dr. Bryan Tsao (Loma Linda University Health), and Alice Cooper (Duke Health), who each serve as access medical directors in their respective institutions, the conversation navigates through key insights unearthed by the study. From the imperative of collaboration and systems-thinking to the critical need for more comprehensive training in data analysis and qualitative skills, the discussion sheds light on the multifaceted responsibilities inherent in the role.

Moreover, the podcast delves into the patient-centric ethos underpinning the role and the challenges posed by the complexity of ambulatory patient access. As leaders operating within a sphere of influence rather than direct authority, the guests offer invaluable advice for navigating the dynamic landscape of the ambulatory enterprise -- and driving impactful change within health systems.

By providing a platform for these trailblazing professionals to share their expertise, the podcast not only informs but also inspires listeners to explore further and engage with the evolving discourse surrounding the access medical director role. Tune in!

Woodcock E, Profeta C. A Mixed-Methods Evaluation of the Emerging Role of Access Medical Director in U.S. Health Systems. Physician Leadership Journal. (2024);11(2)13/20. 

https://doi.org/10.55834/plj.7643819928

https://www.physicianleaders.org/articles/doi/10.55834/plj.7643819928 

In the latest podcast episode, Sarah Kier, Senior Vice President of Enterprise Patient Access at Emory Healthcare, shares insights from the 2024 PAC Symposium. Despite facing market challenges, Emory Healthcare showcased impressive, if not awe-inspiring, progress in improving patient access to the ambulatory enterprise. Sarah discusses the perfect storm -- and the ideal "EmoryNow" initiative -- that served as the fertile ground for the now-sustained gains in growing volumes by 10% - or more - with existing capacity. Sarah's contributions to the field were recognized with the prestigious Gable Award, named after access pioneer Bill Gable of Duke Health. Reflecting on Bill's legacy, Sarah imagines he would be proud of the community's progress in our shared experiences in improving access for our patients.  

VP of Access Services at New York-based Memorial Sloan Kettering, Kelly Turner, MHA, discusses the pivotal role that she and her team are playing in the post-pandemic recovery of one of the nation’s most prestigious cancer centers. Kelly and Elizabeth discuss the opportunities for ambulatory access to improve volume by elevating the role, reducing barriers – and focusing on the patient.

Guests:

Chris Profeta, MPH, Senior Director of Research and Instruction, Patient Access Collaborative 

Rebecca Carey, PMP, MBA, Senior Director, Patient Journey Optimization, Stanford Health Care

For patient access leaders, collecting, monitoring and reporting data is essential to identify challenges and opportunities. Since the founding of the Patient Access Collaborative, we have issued annual benchmarking data to support our leaders' need for data. Join Elizabeth as she sits down with Rebecca Carey, PMP, MBA, Senior Director, Patient Journey Optimization for Stanford Health Care and the Collaborative's Senior Director of Research and Instruction, Chris Profeta, MPH, to discuss patient access data. We'll discuss the importance of data as evidence as we work with physician scientists to manage change; identify how we're using academic research to support management decision-making; and recognize that caution is necessary so that using data doesn't facilitate unintended consequences. 

https://pubmed.ncbi.nlm.nih.gov/32970013/

The evidence demonstrates that access to primary care is associated with positive health outcomes, yet challenges abound. Elizabeth sits down with three primary care physicians who serve as leaders in their health systems, tackling the issue of access limitations head-on. Guests include Dr. Melissa Blakeman, the Medical Director for Patient Access at Johns Hopkins Community Physicians; Dr. J Nordstrom, the Access Medical Director for Baylor Scott & White Medical Group; and Dr. Gina Engel, the Associate Chief Medical Officer of Ambulatory for UVA Health. Learn their strategies for addressing primary care access - and their hope to solve this pressing challenge in the future. 

Learn about ambulatory access from the nation’s top physician leaders in access: Mount Sinai Medical Center’s Dr. Angela Lamb and UCSF Health’s Dr. Jennifer Perkins.  Elizabeth sits down with Angela and Jen to discuss the impact of the pandemic, responding to the changing needs of patients, addressing the novel ways that patients are accessing care, and focusing on the wellbeing of providers. Change management is at the forefront of these remarkable leaders’ skill sets – and it’s no wonder, as the very nature of how we deliver care in the ambulatory setting is changing.

As health systems improve access to care, it puts more pressure on the ambulatory practices to operate efficiently and effectively.  Join Elizabeth as she sits down with three seasoned ambulatory leaders -- Mike Condrin, Interim Chief Administrator, UC Davis Medical Center and Interim COO, UC Davis Health Hospital Division; Jennifer Hayden, Associate Vice President, Patient Access and Ambulatory Facilities, Atrium Health Wake Forest Baptist; and Alpa Prashar, Director of Operational Performance Improvement, Ambulatory Care Services, NewYork Presbyterian Hospital, as they discuss the changes to the ambulatory enterprise propelled by access improvements.

Getting a doctor’s appointment is undoubtedly difficult. To unpack the challenges that got us to this point – and pivot to improvement, we sat down with the nation’s leading expert on failure, Dr. Amy Edmondson.  Dr. Edmondson is the Harvard Business School professor and author of the recently released book, The Right Kind of Wrong, The Science of Failing Well.  Long-time Patient Access Collaborative member, Victor Hassid, MD, the Executive Medical Director of Access Strategic Operations and an Associate Professor of Plastic Surgery at MD Anderson Cancer Center, joins Elizabeth and Amy to discuss the importance of psychological safety in patient access. Join us to discover how to nurture a culture that favors learning over knowing.