All Access Pass Podcast Archive
Patient access leaders from academic health systems and industry experts share their expertise on hot topics in access: best practices, process development, organizational dynamics, technological innovation, and patient experience.
With Elizabeth Woodcock
Patient Access Collaborative Founder and Executive Director.
Listen and subscribe on Apple Podcasts or Spotify.
Explore innovative strategies that redefine patient access in healthcare. These episodes delve into topics such as behavioral science, data-driven decision-making, and post-pandemic recovery strategies to help organizations drive sustainable improvements and elevate patient and staff experiences.
Access Unlocked: Mastering Change Management
- Dominic King, DO, FAOASM, FAMIA | Enterprise Medical Director of Access Transformation | Cleveland Clinic
- Jalana McCasland, FACHE, DSL | Vice-President of Ambulatory Operations | VCU Health
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Behavioral Science Applied to Patient Access
- Clara Doan, Senior Director of Patient Access, UMass Memorial Healthcare
- Chris Profeta, MPH, Senior Director of Research, Patient Access Collaborative
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: The application of behavioral science in patient access - concepts like recency bias, active commitment, and framing effect to enhance referral processes and access strategies.
Data in Patient Access
- Chris Profeta, MPH, Senior Director of Research and Instruction, Patient Access Collaborative
- Rebecca Carey, PMP, MBA, Senior Director, Patient Journey Optimization, Stanford Health Care
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: the critical role of data in patient access, exploring its use in benchmarking, managing change, supporting decision-making, and balancing evidence-based strategies with the need to avoid unintended consequences.
Ambulatory Access Solves Volume Challenges
- Kelly Turner, MHA, VP, Access Services, Memorial Sloan Kettering
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: The pivotal role of access services in the post-pandemic recovery at Memorial Sloan Kettering, highlighting opportunities to improve ambulatory volume by elevating the access team, reducing barriers, and focusing on the patient.
The Junction of Ambulatory & Access
- Mike Condrin, MBA, Interim Chief Administrator, UC Davis Medical Center and Interim COO, UC Davis Health Hospital Division
- Jennifer Hayden, MBA, Associate Vice President, Patient Access and Ambulatory Facilities, Atrium Health Wake Forest Baptist
- Alpa Prashar, MSHSM, Director of Operational Performance Improvement, Ambulatory Care Services, New York Presbyterian Hospital
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: How improvements in patient access drive operational changes in the ambulatory enterprise, focusing on strategies for enhancing efficiency and effectiveness amidst increasing demands.
Embracing Failure
- Dr. Amy Edmondson, Professor, Harvard Business School
- Victor Hassid, MD, CPE, FACS, Executive Medical Director of Access Strategic Operations and an Associate Professor of Plastic Surgery, MD Anderson Cancer Center
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: The challenges of patient access, highlighting the role of psychological safety and a culture of learning in driving improvement, with insights from leading experts in organizational behavior and healthcare operations.
Addressing the challenges of health equity in patient access, these episodes highlight actionable solutions for reducing disparities in care. From language barriers to non-attendance challenges, learn how leaders are designing equitable systems that ensure fair opportunities for all patients.
"To Confirm Your Appointment, Press One" - a Discussion about Patient Non-Attendance
- Allison Gornik, PhD, Licensed Clinical Psychologist | Kennedy Krieger Institute
- Lorna Kernizan, FACHE, MBA, Chief Ambulatory Officer | Children's Mississippi
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: The critical issue of appointment attendance, featuring insights on its impact on ambulatory access, patient care, and organizational resources, along with strategies to address non-attendance challenges.
The Intersection of Access and Equity
- Nick Mah, Interim Senior Director, Access & Innovation, UW Medicine
- Dr. Ryzell McKinney, EdD, MACD, CCCM, Director, Access Technology, Vanderbilt University Medical Center
- Pravina Mason, MHA, Executive Director of Patient Access Contact Center, Cedars-Sinai
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: The intersection of access and equity in healthcare, addressing institutional inequalities and strategies for creating fair and just opportunities for ambulatory care.
"To Confirm Your Appointment, Press One" - a Discussion about Patient Non-Attendance
- Allison Gornik, PhD, Licensed Clinical Psychologist | Kennedy Krieger Institute
- Lorna Kernizan, FACHE, MBA, Chief Ambulatory Officer | Children's Mississippi
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: The critical issue of appointment attendance, featuring insights on its impact on ambulatory access, patient care, and organizational resources, along with strategies to address non-attendance challenges.
Access at Seattle Children's: Uncovering Inequity and Sustaining Success
- Tia Rooney, MBA, Director, Surgical Service Lines, Seattle Children's Hospital
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: Seattle Children's Hospital's approach to access improvements, focusing on equity, reducing missed appointments, and building sustainable strategies to scale access opportunities in complex ambulatory operations.
Gain insights from medical directors driving change in ambulatory care. These episodes focus on leadership strategies, collaborative approaches, and the evolving role of clinicians in optimizing access and delivering patient-centered care.
Geisinger’s Leadership Duo: Transforming Patient Access Through Collaboration
- Patrick Kokoruda, MHA, CCSL, Vice President of Clinical Access Management, Geisinger
- George Ruiz, MD, Chair of Cardiology, Geisinger
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: Innovative, collaborative strategies for optimizing capacity, structuring clinicians' time, and leveraging technology to improve patient access and deliver scalable, patient-centered care, delivered by podcast guests' leaders.
From the Lens of the Access Medical Director
- Dr. Angela Lamb, Mount Sinai Medical Center, Department of Dermatology, System Vice Chair for Clinical Operations and Strategy; Associate Professor; Medical Director, Access Center Mount Sinai Doctors Faculty Practice
- Dr. Jennifer Perkins, MBA, UCSF Health
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: The evolving landscape of ambulatory care, highlighting strategies for adapting to patient needs, innovative access methods, and supporting provider wellbeing in a rapidly changing healthcare environment.
The Emerging Role of the Access Medical Director
- Dr. Brian Crum, Mayo Clinic
- Dr. Bryan Tsao, Loma Linda University Health, Professor of Neurology
- Alice Cooper, OGNP, RNC, Duke Health
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: The evolving role of the access medical director, featuring insights on collaboration, systems-thinking, and leadership strategies for driving impactful change in ambulatory patient access.
Explore the evolving role of access centers in transforming patient care delivery. Topics include leveraging technology, centralized nurse triage, and quality assurance initiatives to enhance scheduling, improve patient experience, and support organizational goals.
Mayo Clinic's Innovation Contact Center
- Elissa Nelson, MA, Senior Director, Systems Transformation, Mayo Clinic
- Courtnie Garteski Bergler, Director of the Scheduling Innovation Contact Center, Mayo Clinic
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: Mayo Clinic's Innovation Contact Center, where new tools, technologies, and workflows are tested to refine patient access initiatives, featuring insights on minimizing disruptions and scaling improvements across the health system.
Quality Assurance in the Contact Center
- Tracy Cocco, MSBA, Senior Director, Patient Line Innovation, UCHealth
- Suzanne Ronner, Vice President, Patient Access Center, Digital Engagement, Hackensack Meridian Health
- Chris Munoz, Senior Patient Access Center Manager, Patient Access Center, University of Florida Jacksonville Physicians
- Scott Kendrick, SVP, Strategy and Alliances, Callminer
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: The evolution of quality assurance in contact centers, highlighting the importance of caller experience, performance improvement, and the transformative role of artificial intelligence in monitoring and enhancing quality.
Contact Center Management
- Michael Hesseltine, Director of Ancillary Services, University of Iowa Patient Access Center
- John Schultz, Director, Contact Center Operations, Ambulatory Services, Children’s National Hospital
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: The challenges of contact center management in patient access, focusing on staffing, retention, provider template management, and navigating increased appointment channels in health systems.
Centralized Nurse Triage
- Greg Addicott, MSN, RN, CCRN, Director of Nursing – Consumer Experience & Access, NewYork-Presbyterian Hospital
- Kendra Sutton, DNP, RN-BC, NEA-BC, Director of Telehealth Nursing at Baylor, Scott & White Health
- Laurie O'Bryan, Director of Outpatient Access Center, UNC Health
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: The innovative approach of centralized nurse triage, examining its role in enhancing patient experience, supporting quality care, and navigating access and care transitions in health systems.
Dive into the intricacies of managing clinic capacity to balance fluctuating patient demand with fixed resources. These episodes highlight innovative approaches to reduce no-shows, optimize provider schedules, and create sustainable systems to meet access needs.
Ambulatory Access
- Adrin Mammen, MBA, VP & Chief of Ambulatory Patient Access, Mount Sinai Medical Center
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: The challenges of ambulatory access and innovative strategies to improve patient access and reduce no-shows, highlighting its impact on care delivery.
Clinical Capacity Planning
- Melanie Cassamas, MHA, Enterprise Director, Massachusetts General Brigham
- Paul Rohrer, MHSA, Director of Access, University of Colorado School of Medicine
- Rebecca Carey, MBA, Vice President, Ambulatory Access, Stanford Children’s Health
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: The complexities of managing clinic capacity, exploring strategies to balance fixed clinician resources with fluctuating patient demand in ambulatory care.
Capacity Management
- Hitan Kamdar, MS, MBA, Head of Contact Center Strategy/Vice President Contact Center Operations, WellBe Senior Medical; Principal, Hari Om Consulting, LLC
- Gina Carilli, Manager of Scheduling Optimization, Baystate Health
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: Capacity management in patient access, highlighting strategies to optimize providers' time and improve efficiency in the ambulatory enterprise
Challenges in Patient Access: Imbalance of Supply and Demand
- Grace Karon, Director of Business Operations and Strategic Planning, Department of Pediatrics, Texas Children's Hospital
- Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC | Founder & Executive Director | Patient Access Collaborative
Focus: how Texas Children's Hospital is addressing patient access challenges in the post-pandemic era, focusing on strategies for creating and sustaining access in pediatric care