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
Reliability is foundational to creating trust with our patients - and effective change management provides the tools we need to achieve it.
In this episode, Founder and Executive Director Elizabeth Woodcock sits down with Dominic King, DO, FAOASM, FAMIA, Enterprise Medical Director of Access Transformation and High Reliability Coach at Cleveland Clinic, and Jalana McCasland, FACHE, DSL, Vice President of Ambulatory Operations at VCU Health.
Together, they provide expert insights into change management, including fostering staff buy-in, implementing sustainable improvements, and adapting systems to meet evolving patient needs. Hear how they tackle challenges like system inefficiencies and team engagement while sharing practical insights to enhance both patient and staff experiences.
THE POWER OF LEVERAGING BEHAVIORAL SCIENCE FOR PATIENT ACCESS
Behavioral science underlies each of the important decisions we make – and the complex world of patient access is no exception.
This month, Founder and Executive Director Elizabeth Woodcock sits down with Clara Doan, Senior Director of Patient Access at UMass Memorial Healthcare, and Chris Profeta, MPH, Senior Director of Research at the Patient Access Collaborative.
Our panel of experts explore key concepts in behavioral science like recency bias, active commitment, and the framing effect, offering actionable strategies for healthcare leaders to drive meaningful improvements in patient access.
HOW LEADERS LEVERAGE DATA FOR PATIENT ACCESS
Data is the foundation of effective decision-making, offering health system leaders the tools they need to uncover opportunities and drive meaningful change.
This month, Founder and Executive Director Elizabeth Woodcock sits down with Rebecca Carey, MBA, PMP, Vice President, Ambulatory Access, Stanford Children’s Health, and Chris Profeta, MPH, Senior Director of Research and Instruction at the Patient Access Collaborative.
Together, they explore the role of data as evidence in managing change, leveraging academic research to support decisions, and ensuring that data-driven strategies avoid unintended consequences.
NAVIGATING THE ACCESS JOURNEY: HOW LEADERS SOWED TRUST AT MEMORIAL SLOAN KETTERING CANCER CENTER
The leaders at Memorial Sloan Kettering Cancer Center decided that patient access should be the number one strategic imperative across the health system. However, their journey spelled out an important lesson along the way: we must place our trust in the patient before we can achieve our access goals.
This month, Founder and Executive Director Elizabeth Woodcock sits down with pioneering access leader Kelly Turner, MHA, Vice President of Patient Access Programs and Destination Services at Memorial Sloan Kettering Cancer Center.
Together, they discuss how Kelly and her team are driving post-pandemic recovery at one of the nation’s most prestigious cancer centers. From elevating the role of ambulatory access to reducing barriers and focusing on patient-centered care, this episode explores MSK Cancer Center’s path to improving volume and enhancing the patient experience.
WHEN AMBULATORY MEETS ACCESS
How can the ambulatory enterprise meet patients’ needs when demand continues to grow? This month, Founder and Executive Director Elizabeth Woodcock sits down with three seasoned ambulatory leaders:
Mike Condrin, Interim Chief Administrator at UC Davis Medical Center and Interim COO of UC Davis Health Hospital Division; Jennifer Hayden, Associate Vice President of Patient Access and Ambulatory Facilities at Atrium Health Wake Forest Baptist; and Alpa Prashar, Director of Operational Performance Improvement for Ambulatory Care Services at NewYork-Presbyterian Hospital.
Together, they explore how improvements in patient access drive operational changes in the ambulatory enterprise, sharing strategies for enhancing efficiency and effectiveness amidst increasing demands.
EMBRACING FAILURE
Failure isn’t the end—it’s a new beginning, and an opportunity to improve.
This month, Founder and Executive Director Elizabeth Woodcock sits down with Dr. Amy Edmondson, Harvard Business School professor and author of ‘The Right Kind of Wrong: The Science of Failing Well,’ and Dr. Victor Hassid, MD, CPE, FACS, Executive Medical Director of Access Strategic Operations and Associate Professor of Plastic Surgery at MD Anderson Cancer Center.
Together, our panel of experts explore how embracing failure and fostering psychological safety can help health systems address the challenges of patient access. This episode offers strategies for cultivating a culture that values learning over knowing, helping organizations pivot from setbacks to meaningful improvement.
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
Despite our best efforts, non-attendance remains one of the most persistent and damaging challenges for access leaders.
In this episode, Founder and Executive Director Elizabeth Woodcock is joined by non-attendance experts Allison Gornik, PhD, Licensed Clinical Psychologist at the Kennedy Krieger Institute, and Lorna Kernizan, FACHE, MBA, Chief Ambulatory Officer at Children's Mississippi.
Together, they explore the pervasive effects of missed appointments and share strategies to tackle non-attendance while enhancing patient care and optimizing resources.
THE INTERSECTION OF ACCESS AND EQUITY
Equity is the cornerstone of healthcare. Nonetheless, institutional inequalities continue to challenge equitable access to care. It is our responsibility as health system leaders to dismantle the barriers within and help to level the playing field for the benefit of patients.
This month, Founder and Executive Director Elizabeth Woodcock sits down with Nick Mah, Interim Senior Director of Access & Innovation at UW Medicine; Ryzell McKinney, EdD, MACD, CCCM, Director of Access Technology at Vanderbilt University Medical Center; and Pravina Mason, MHA, Executive Director of Patient Access Contact Center at Cedars-Sinai.
Together, the team explores the intersection of access and equity in healthcare, sharing strategies to address systemic inequalities and create more equitable opportunities in ambulatory care.
NAVIGATING THE ACCESS JOURNEY: SUSTAINING SUCCESS AT SEATTLE CHILDREN'S
Equity and sustainability lie at the heart of every access improvement at Seattle Children’s Hospital.
This month, Founder and Executive Director Elizabeth Woodcock sits down with Tia Rooney, MBA, Director of Surgical Service Lines at Seattle Children’s.
Together, they discuss the health system’s innovative strategies to reduce missed appointments, improve equity in access, and scale sustainable solutions within 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.
MAKING THE MOST OF WHAT YOU'VE GOT: CAPACITY OPTIMIZATION GUEST PODCAST WITH PATRICK KOKORUDA
Leading health systems all face the same problem: how can we maximize clinician efficiency while ensuring patients receive timely care?
This month, the podcast features two distinguished leaders from Geisinger Health; special guest host Patrick Kokoruda, MHA, CCSL, Vice President of Clinical Access Management sits down for an episode with George Ruiz, MD, Chair of Cardiology.
Together, they explore innovative and collaborative strategies for optimizing capacity, structuring clinicians’ time, and leveraging technology to deliver scalable, patient-centered care.
FROM THE LENS OF THE ACCESS MEDICAL DIRECTOR
Health systems today need to find bold new ways to meet patient needs while fostering provider wellbeing to survive.
This month, Founder and Executive Director Elizabeth Woodcock sits down with two distinguished leaders in access and operations: Angela Lamb, MD, Associate Professor, Department of Dermatology, Medical Director, Faculty Practice Associates’ Access Center, System Vice Chair of Clinical Operations and Strategy for Dermatology, Mount Sinai Medical Center; and Jennifer Perkins, MD, MBA, Associate Chair of Ambulatory Care, Executive Medical Director of Ambulatory, Co-director of Endocrine Neoplasia Program, UCSF Health.
Together, they explore innovative access strategies, approaches to meeting evolving patient expectations, and how to create sustainable systems that balance provider efficiency and compassionate care.
THE EMERGING ROLE OF THE ACCESS MEDICAL DIRECTOR
The role of the access medical director is rapidly emerging as leaders across the country redefine how health systems approach patient access.
This month, Founder and Executive Director Elizabeth Woodcock sits down with three innovative leaders: Brian Crum, MD, Access Medical Director, Associate Professor of Neurology, Mayo Clinic; Bryan Tsao, MD, Access Medical Director, Vice President of Access, Professor of Neurology, Loma Linda University Health; and Alice Cooper, OGNP, RNC, Access Medical Director, Vice Chair for Ambulatory Services, Department of Ob/Gyn, Duke Health.
Together, they share 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.
NAVIGATING THE ACCESS JOURNEY: MAYO CLINIC'S INNOVATION CONTACT CENTER
Mayo Clinic's Innovation Contact Center is where new tools, technologies, and workflows are tested to refine patient access initiatives.
Join us as Founder and Executive Director Elizabeth Woodcock hosts esteemed guests Elissa Nelson, MA, Senior Director, Systems Transformation, Enterprise Office of Access Management Infrastructure Services, Mayo Clinic, and Courtnie Garteski Bergler, Director of Digital New Appointment Learning and Innovations - Systems and Transformation, Mayo Clinic, as they discuss their insights on minimizing disruptions and scaling improvements across the health system.
QUALITY ASSURANCE IN THE CONTACT CENTER
How can we assure high quality service in the face of ever-shifting standards? Contact centers have evolved rapidly since the days of landlines, and today’s access leaders face a new host of challenges and considerations.
This month, Founder and Executive Director Elizabeth Woodcock sits down with some of the nation’s top innovators in the world of contact center management, including guests 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, and special guest Scott Kendrick, SVP, Strategy and Alliances, Callminer.
Together, they highlight the importance of caller experience, performance improvement, and the transformative role of artificial intelligence in monitoring and enhancing quality.
CONTACT CENTER MANAGEMENT
Contact center management is foundational to patient access, but today’s health system leaders are facing wicked new problems as technology and staffing needs continue to evolve.
Join Founder and Executive Director Elizabeth Woodcock in conversation with Michael Hesseltine, Director of Ancillary Services at the University of Iowa Patient Access Center; and John Schultz, Director of Contact Center Operations, Ambulatory Services at Children’s National Hospital.
Together, they focus on fundamental issues in contact center management, including staffing, retention, provider template management, and navigating increased appointment channels.
CENTRALIZED NURSE TRIAGE
Centralized nurse triage is quickly emerging as an innovative tool for facilitating patient access.
Founder and Executive Director Elizabeth Woodcock joins Greg Addicott, MSN, RN, CCRN, Director of Nursing – Consumer Experience & Access at New York-Presbyterian Hospital, Kendra Sutton, DNP, RN-BC, NEA-BC, Director of Telehealth Nursing at Baylor, Scott & White Health, and Laurie O'Bryan, Director of the Outpatient Access Center at UNC Health NurseConnect.
Together, they examine the role of centralized nurse triage in enhancing patient experience, supporting quality care, and navigating access and care transitions.
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.
NAVIGATING THE ACCESS JOURNEY: AMBULATORY CAPACITY MANAGEMENT AT MOUNT SINAI MEDICAL CENTER
The most valuable asset for any ambulatory enterprise is our providers’ precious time.
This week, Founder and Executive Director Elizabeth Woodcock sits down with Adrin Mammen, MBA, Vice President & Chief of Ambulatory Patient Access at Mount Sinai Medical Center, to discuss optimizing that invaluable resource with the intricacies of capacity management.
Adrin has long been a champion of reducing non-attendance by tackling the challenges inherent to ambulatory access and she works tirelessly to implement innovative strategies to improve patient well-being.
CLINICAL CAPACITY PLANNING: THE VALUE OF ENGAGING THE ACCESS LEADER
Managing clinic capacity is a complex problem without a ready-made solution.
This month, founder & executive director Elizabeth Woodcock sits down with esteemed guests Melanie Cassamas, MHA, Enterprise Director at Massachusetts General Brigham; Paul Rohrer, MHSA, Director of Access at University of Colorado Medicine, and Rebecca Carey, MBA, PMP, Vice President, Ambulatory Access at Stanford Children’s Health.
Together, they explore strategies to balance fixed clinician resources with rising patient demand in the ambulatory enterprise.
LEVERAGING THE CAPACITY MANAGEMENT TOOLBOX
Leveraging the capacity management toolbox is vital to creating and sustaining patient access.
In this episode, Founder and Executive Director Elizabeth Woodcock sits down with Hitan Kamdar, MS, MBA, Executive Director of Patient Access and Patient Experience, Geroge Washington University Medical Faculty; as well as Gina Carilli, Manager of Schedule Optimization at Baystate Health.
Together, they highlight strategies that optimize providers' time and improve efficiency for the ambulatory enterprise.
NAVIGATING THE ACCESS JOURNEY: THE SECRETS TO SUCCESS AT TEXAS CHILDREN'S
Creating patient access is already a challenge for children's hospitals, but sustaining that change adds yet another layer of complexity. Texas Children's is no exception, and yet their creative leaders have succeeded in making key interventions ‘stick’ in the wake of COVID.
Join Founder and Executive Director Elizabeth Woodcock as she talks access with Grace Karon, Director of Business Operations and Strategic Planning, Department of Pediatrics and eHealth at Texas Children’s.
Together, they discuss how the health system is navigating access opportunities in the post-pandemic era.