Chief, Ambulatory Operations and Access - Executive Office - Full Time 8 Hour Days (Exempt) (Non-Union)

The Chief, Ambulatory Operations & Access Center is a senior executive leader responsible for overseeing the comprehensive operations of Keck Medicine of USC's ambulatory services and access center functions. This role integrates the leadership of ambulatory operations, patient experience, consumer access strategy, and program planning to ensure seamless, high-quality, patient-centered care. Reporting directly to the Chief Executive and in collaboration with executive leaders (including the Chief Medical Officer, Chief Nursing Officer, Chief Financial Officer, and executive leaders in Consumer Experience and Access), this position leads ambulatory operations across Keck Medicine of USC and initiatives focused on operational excellence, patient and family experience, growth, innovation, and financial performance. This leader fosters a culture of service excellence, collaboration, and accountability across all ambulatory and access-related functions, aligning strategies, processes, and educational initiatives to create a superior patient and provider experience. This person also ensures the delivery of comprehensive, high-quality patient-centered care, meeting the standards of all regulatory and licensing agencies and carries out all ambulatory care services according to the established policies of Keck Medicine of USC as approved by the USC Care Medical Group Board and USC Health Board of Trustees The position requires strong physician practice management skills within an ambulatory setting. This person also ensures the delivery of comprehensive, high-quality patient-centered medical care, meeting the standards of all regulatory and licensing agencies and carries out all ambulatory care services according to the established policies of Keck Medicine of USC as approved by the USC Care Medical Group Board and USC Health Board of Trustees
 

Essential Duties:

• Strategic & Operational Leadership - Lead strategic, innovative, and operational initiatives across all ambulatory clinics and access centers, developing and executing long-term strategies to improve care delivery and patient access. - Integrate consumer-focused digital solutions and technologies to improve patient onboarding, scheduling, triage, and in-clinic experience. - Oversee ambulatory clinic operations, ensuring standardized workflows, clinical capacity optimization, operational efficiency through the use of technology and exceptional service delivery. - Direct program design and practice transformation initiatives to support continuous improvement in efficiency, quality, and patient outcomes.
• Consumer Access & Experience - Develop and implement a strategic roadmap for consumer access and experience, incorporating best practices and innovative models to achieve a best-in-class environment. - Oversee patient experience programs, including design, training, performance measurement, and cultural transformation initiatives to instill service excellence. - Lead enterprise contact center operations, including telephony systems, CRM solutions, triage services, referral management, and multi-channel scheduling. - Partner with clinical and operational leaders to ensure alignment of people, processes, systems, and rewards to improve patient and family satisfaction.
• People Leadership & Culture - Mentor and develop directors, managers, and frontline staff, promoting a culture of teamwork, accountability, and continuous development. - Collaborate with physician leaders, department chairs, and administrators to drive integrated, patient-focused operational strategies. - Promote inclusion and diversity within all operational areas.
• Performance, Quality & Safety - Leverage process improvement methodologies (e.g., Lean, Six Sigma) to enhance clinic and access center performance. - Develop and monitor key performance indicators, driving operational excellence and efficiency across all areas. - Ensure compliance with regulatory standards and deliver care aligned with the highest quality and safety standards. - Patient Experience: Instills a culture of service excellence, hospitality, ownership and results across the involved entities. Develops service, educational, and training programs relating to enhancing the human experience across the ambulatory care continuum. Strategically develops a team dedicated to supporting USC Care staff, providers and patients. Focused on utilizing innovative best practice techniques to shape and inform patient experience initiatives., This individual is responsible for employment decision within the departments, including hiring, promotion, and terminating, in accordance with organization guidelines. - Responsible for developing mid to long term plans to attract, develop and maintain the organizational talent required execute the strategies of USC Care.
• Growth & Innovation - Identify and implement strategies to grow ambulatory services, open new locat