Assistant Vice President, Access Center

St. Luke’s University Health Network•Allentown, PA

14d

About The Position

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care. The Assistant Vice President, SLPG Access Center is responsible for leading a team of 700+ professionals to deliver exceptional clerical and clinical support services to SLPG patients, managing over 5 million interactions annually. This role oversees specialty-specific PODs, Connect to Care (after-hours), Medication Management, Quality Assurance, Workforce Management, and Training. As a key member of the SLPG senior leadership team, the AVP will drive strategic alignment between Access Center operations and practice objectives, ensuring seamless integration of people, processes, and technology. The position requires shaping and executing strategic direction while maintaining operational excellence and fostering a culture of continuous improvement.

Requirements

Bachelor’s Degree in Healthcare Administration, Business Administration, Finance, Accounting or equivalent degree related to position responsibilities required.
10+ years in healthcare
Minimum of 5+ years of Director level leadership experience in the areas of consumer access, scheduling systems, service coordination, or call centers.
Strong knowledge of contact center systems and technology.
Demonstrated success in driving innovation, adapting to change, and maintaining high employee engagement.

Nice To Haves

5+ years in call center leadership preferred.

Responsibilities

Provide leadership and oversight for Access Center operations, including specialty-specific PODs, Connect to Care, Medication Management, and support functions (Quality Assurance, Workforce Management, Training).
Establish and maintain a robust performance management framework, including reporting, KPIs, and accountability mechanisms.
Ensure financial stewardship through efficient resource utilization and evaluation of additional resource needs.
Develop and implement Access Center strategies aligned with SLPG priorities and organizational goals.
Champion a culture of continuous improvement by identifying opportunities to optimize workflows, processes, and systems in collaboration with practice operations.
Prioritize initiatives, allocate resources, and drive timely execution of operational changes and projects.
Monitor industry trends and emerging technologies; evaluate and implement enhancements as appropriate.
Build and sustain a highly engaged workforce through comprehensive talent strategies, including development, recognition, communication, and organizational design.
Foster a strong service culture for both external (patients) and internal (practices, departments) stakeholders.
Collaborate with cross-functional leaders (Practice Operations, IT, Revenue Cycle, Scheduling, HR, Recruiting, Patient Experience) to address operational needs and drive integration.