Chief, Ambulatory Operations And Access - Executive Office - Full Time 8 Hour Days (exempt) (non - union)

Chief, Ambulatory Operations & Access Center

The Chief, Ambulatory Operations & Access Center is a senior executive leader responsible for overseeing the comprehensive operations of Keck Medicine of USC's ambulatory services and access center functions. This role integrates the leadership of ambulatory operations, patient experience, consumer access strategy, and program planning to ensure seamless, high-quality, patient-centered care. Reporting directly to the Chief Executive and in collaboration with executive leaders (including the Chief Medical Officer, Chief Nursing Officer, Chief Financial Officer, and executive leaders in Consumer Experience and Access), this position leads ambulatory operations across Keck Medicine of USC and initiatives focused on operational excellence, patient and family experience, growth, innovation, and financial performance. This leader fosters a culture of service excellence, collaboration, and accountability across all ambulatory and access-related functions, aligning strategies, processes, and educational initiatives to create a superior patient and provider experience. This person also ensures the delivery of comprehensive, high-quality patient-centered care, meeting the standards of all regulatory and licensing agencies and carries out all ambulatory care services according to the established policies of Keck Medicine of USC as approved by the USC Care Medical Group Board and USC Health Board of Trustees. The position requires strong physician practice management skills within an ambulatory setting. This person also ensures the delivery of comprehensive, high-quality patient-centered medical care, meeting the standards of all regulatory and licensing agencies and carries out all ambulatory care services according to the established policies of Keck Medicine of USC as approved by the USC Care Medical Group Board and USC Health Board of Trustees.

Essential Duties:

• Strategic & Operational Leadership - Lead strategic, innovative, and operational initiatives across all ambulatory clinics and access centers, developing and executing long-term strategies to improve care delivery and patient access.
• Integrate consumer-focused digital solutions and technologies to improve patient onboarding, scheduling, triage, and in-clinic experience.
• Oversee ambulatory clinic operations, ensuring standardized workflows, clinical capacity optimization, operational efficiency through the use of technology and exceptional service delivery.
• Direct program design and practice transformation initiatives to support continuous improvement in efficiency, quality, and patient outcomes.
• Consumer Access & Experience - Develop and implement a strategic roadmap for consumer access and experience, incorporating best practices and innovative models to achieve a best-in-class environment.
• Oversee patient experience programs, including design, training, performance measurement, and cultural transformation initiatives to instill service excellence.
• Lead enterprise contact center operations, including telephony systems, CRM solutions, triage services, referral management, and multi-channel scheduling.
• Partner with clinical and operational leaders to ensure alignment of people, processes, systems, and rewards to improve patient and family satisfaction.
• People Leadership & Culture - Mentor and develop directors, managers, and frontline staff, promoting a culture of teamwork, accountability, and continuous development.
• Collaborate with physician leaders, department chairs, and administrators to drive integrated, patient-focused operational strategies.
• Promote inclusion and diversity within all operational areas.
• Performance, Quality & Safety - Leverage process improvement methodologies (e.g., Lean, Six Sigma) to enhance clinic and access center performance.
• Develop and monitor key performance indicators, driving operational excellence and efficiency across all areas.
• Ensure compliance with regulatory standards and deliver care aligned with the highest quality and safety standards.
• Patient Experience: Instills a culture of service excellence, hospitality, ownership and results across the involved entities. Develops service, educational, and training programs relating to enhancing the human experience across the ambulatory care continuum. Strategically develops a team dedicated to supporting USC Care staff, providers and patients. Focused on utilizing innovative best practice techniques to shape and inform patient experience initiatives.
• Growth & Innovation - Identify and implement strategies to grow ambulatory services, open new locations, and integrate community practices.
• Collaborate on the development of new clinical programs and services, including service line expansion and enhanced care coordination models.
• Analyze emerging trends and future technologies to shape access and ambulatory operations strategy.
• Administrative & Financial Oversight - Oversee financial performance of ambulatory operations and access center functions, ensuring effective resource utilization and achievement of budget targets.
• Direct facilities and space management, including planning, safety, and security initiatives.
• Manage key external relationships and represent ambulatory and access operations in system-wide committees, task forces, and executive forums.
• Other duties as assigned.

Required Qualifications:

• Req Master's degree in Business Administration, Healthcare Administration, or related field
• Req 7-10 years of progressive management experience in large, complex healthcare or academic medical center environments.
• Req Extensive experience in clinic administration, operational leadership, and patient access services.
• Req Proven track record of leading performance and patient satisfaction initiatives.
• Req Deep expertise in healthcare management, finance, compliance, and regulatory standards.
• Req Strong people leadership and change management skills, with the ability to inspire and align diverse teams.
• Req Excellent communication skills, including experience presenting at board or senior executive levels.
• Req Strategic thinker with an innovative mindset and strong operational execution capabilities.

Preferred Qualifications:

• Pref Certification - Job Relevant Six Sigma Certification

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only).

The annual base salary range for this position is $246,471.00 - $406,678.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety.

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821-8100, or by email at uschr@usc.edu. Inquiries will be treated as confidential to the extent permitted by law.