The Vice President, National and Global Patient Services will play a highly visible and strategic role in advancing, directing, and coordinating all aspects of international, personalized, and VIP patient programs. The Vice President will lead the team and coordinate across the BH organization, the Dana Farber Brigham Womenâs Cancer Center (DFBWCC), the Dana Farber Cancer Institute (DFCI), and in collaboration with the Partners Healthcare System to meet a vision of world class patient and family experience, and as the most trusted source of health care services nationally and globally.
The Vice President will oversee the entire national and international patient journey, from the initial inquiry to the patient and familyâs return to home, including outreach and access, International Patient Center clinic care, patient management, contracting and third party management, revenue cycle, all program operations, financial management, and experience.
The Department of Brigham Health Strategic Initiatives and Partnerships is seeking a highly energetic, organized, and dedicated leader to lead and manage the program development and operations management of this exciting business.
The successful candidate possesses a high degree of initiative, business acumen, operations expertise, and a capability for problem solving at the most strategic levels. He/she will have an understanding of clinic and hospital administration, experience with diverse cultures, an ability to work with key partners around the world and at home, can negotiate, and is either internationally savvy or has experience which lends itself in that direction.
This position might involve, with advance notice, work outside usual working hours, and some domestic and international travel.
This position will report directly to BH, SVP Strategic Initiatives & Partnerships, Innovation, and Chief Strategy Officer with a secondary line of accountability to the DFCI Vice President of Business Initiatives & Alliances.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
The Vice President is responsible for:
- Directing activities that ensure operational excellence and world class service for domestic, international and VIP patients, family members and guests accessing our programs; Ensures ongoing satisfaction of physicians, key payers, Embassy representatives
- Operationalizes the international patient business development strategy in joint accountability with BH and DFCI, and in collaboration with the Partners Healthcare System; Adapts and develops systems, policies, and procedures to evolve with strategy and targets around growth and experience related to program development priorities
- Establishes performance management systems of clinical and business processes, and ensures that performance is regularly monitored and that the necessary remedial action is taken to ensure that plans are achieved. Promotes a culture of continual improvement, modernization and innovation. Drives efficiencies in operational processes, e.g., patient acquisition processes, revenue cycle management, care continuum management, guest services, patient and family engagement, internal care coordination and communication, logistics, and interpreter services
- Ensures that the international payer and contracting strategies are well defined and aligned to the business strategy of the department, and easy to execute
- Ensure appropriate lines of communication are established and kept open; appropriately skilled staff are recruited and retained; medical and administrative activities are appropriately integrated; support is received for medical programs created to provide optimal health care delivery; and medical practice is consistent with defined policies and objectives, and in direct compliance with governmental regulations in concert with licensed clinicians in the International Patient Center
- Ensures program execution, including: overseeing and/or leading the articulation of project objectives, creating strategies for project execution, and leading team efforts (in concert with other leadership) to ensure on-time completion of project deliverables
- Develops and ensures strong relationships with key clinical services lines internally, successfully executing global strategic vision and promotion of key service lines in target market; Ensures the development and maintenance of close harmonious relationship with embassies, corporate neighbors, public service organizations, referring providers
- Represents BH and DFBWCC on international and other senior executive level committees across the enterprise
- Coordinates activities to promote products and services in the national and international market, including programs directed to employers; Ensures outbound marketing and public relations activities for the national and international program development are in alignment with efforts including advisory services programs and cross-entity activities of international context
- Creates a culture of high performance and teamwork which is exhibited in focus on developing direct reports and the entire team
- Meets volume growth expectations; maximize tools and resources to ensure that service is able to scale with volume growth
- Performs other duties or special projects that are department specific and that are appropriate to this level of position
Qualifications
10+ years of experience in a position directly responsible for new business development in a leading academic medical center
A demonstrated track record of knowledge of international business preferred
Masterâs degree required, preferably in business, health care administration, public health, healthcare clinical domain or an international affairs field
Experience working in a highly matrixed organization / environment preferred; healthcare industry experience strongly preferred
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
Results orientation: Results-driven approach with experience/ability to achieve results in a metrics based analytical environment
Collaboration: Able to work effectively within a matrixed based organizational structure
Business acumen: Financial management, market knowledge, research and analytical skills to prioritize myriad opportunities. Experience with developing and implementing business plans
International savvy: Demonstrated success in navigating a varied and complex portfolio of global projects. Ambassadorial skills, government relations experience, cultural knowledge and sensitivity
Initiative: A self-starter who can develop roadmaps, frameworks and plans in an area with minimal precedent
Communicator: Interpersonal, presentation and organizational skills and professional demeanor
Program Implementation: Proven ability to develop and implement programs
Project Management: Proven ability to successfully manage highly complex projects
Innovation: Creativity in exploring and adapting new clinical and administrative approaches
Confidence in complexity and ambiguity: Understand and executes effectively amongst the complexities of an academic medical environment, with DFCI, and the broader enterprise. Responds creatively to the changing needs of the international business environments. The ability to work collaboratively with chairs, chiefs, senior executives, physicians, service line administrators, operations management, and other employees in a complex matrix organization.
Judgement: Demonstrated judgement in managing sensitive issues and knowledge of when to escalate problems
Team: Takes personal responsibility in development a team and is passionate about a happy, highly functioning team with the most acceptable level of talent and performance for the responsibilities of the department.
Interpersonal: Excellent interpersonal, oral and written communication skills. Possess a leadership style that is open and transparent and an exceptional capacity to build strong relationships and valuable partnerships with administrators and physicians.
Time management: Exceptional organizational skills and ability to prioritize effectively. Flexibility to work independently and to handle multiple tasks with project deadlines. A tenacious, can-do personality that works to correct mistakes and get things done as efficiently as possible, often utilizing resources across services.
Technology: Competency in windows-based computer software
Primary Location: MA-Boston-BWH Boston Main Campus
Work Locations: BWH Boston Main Campus 75 Francis St Boston 02115
Job: Professional/Managerial
Organization: Brigham & Women’s Hospital(BWH)
Schedule: Full-time
Standard Hours: 40
Shift: Day Job
Employee Status: Regular
Recruiting Department: BWH Administration
Job Posting: Dec 10, 2019
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