VP, On Demand Care Solutions

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.

About the role

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.

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
• Safeguards cohesive execution across multiple teams and disciplines while maintaining clear ownership boundaries.
• Powers partnerships 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.
• Maintains awareness of 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