Description

Job Summary

Reporting to the EVP, Chief Customer Experience Officer, the Vice President of On Demand Care Solutions leads the design and evolution of the health system's immediate care access experiences, ensuring customers can easily find, access, and receive care when they need it. This role is responsible for shaping how customers discover care options, prepare for visits, understand costs, and connect with care teams across digital and physical touchpoints.

This leader focuses on reimagining the moments when customers actively seek care, creating seamless experiences that remove friction, improve transparency, and expand access across in-person, virtual, and hybrid care models. By integrating customer insight, operational expertise, and experience design, the Vice President drives solutions that simplify healthcare navigation and make timely care more accessible.

The Vice President partners closely with key cross-functional leaders to translate customer needs into scalable solutions. This role helps shape the future of how customers engage with care in real time, ensuring the organization continuously evolves its approach to delivering care when it matters most.

This role leads a multi-level team and is accountable for delivering measurable experience outcomes across the portfolio, from strategy through execution and adoption. This leader establishes clear portfolio priorities and roadmaps, aligning cross-functional dependencies to ensure disciplined execution against quarterly and annual commitments, and builds leadership depth by developing directors and managers to operate at the right altitude and scale improvements across the system.

Essential Functions of the Role

- Defines and advances the long-term vision for how customers discover, access, and receive care, shaping experiences that make timely care more convenient, transparent, and responsive to customer needs.

- Leads the development of an integrated portfolio of access and care solutions that simplify how customers find care, schedule services, prepare for visits, understand costs, and connect with care teams.

- Oversees directors responsible for major experience domains and ensures proactive planning, prioritization, and execution against experience roadmaps.

- Translates customer insights, operational opportunities, and emerging care models into scalable solutions that transform how our customers receive care.

- Aligns portfolio priorities with enterprise strategy and system growth objectives

- Ensures cohesive execution across multiple teams and disciplines while maintaining clear ownership boundaries.

- Partners closely with digital, clinical operations, revenue cycle, IT, and enterprise leaders to bring innovative care solutions to our customers and ensure successful adoption across the organization.

- Monitors evolving healthcare delivery models, consumer expectations, and technology trends to continuously modernize how customers access care and interact with the health system.

Key Success Factors

- Bachelor's degree required; advanced degree preferred

- 10+ years of experience in healthcare operations, experience strategy, consulting, or related field

- 5+ years of senior leadership experience overseeing multi-level teams

- Demonstrated success leading enterprise-scale transformation initiatives

- Deep understanding of access, care coordination, and revenue cycle processes

- Strong cross-functional influence skills and executive presence

- Ability to balance innovation with operational discipline

Minimum Requirements

- EDUCATION - Bachelor's

- EXPERIENCE - 10 Years of Experience