Behind every oncology referral is a patient—and a family—waiting, hoping, and depending on the system to move fast. In this episode, host Dr. Elizabeth Woodcock, Executive Director of the Patient Access Collaborative, is joined by three oncology access leaders: Kristen Thatcher of The James at Ohio State University, Jennifer Kennedy-Stovall of Duke Cancer Institute, and Kate Healy-Levine of Memorial Sloan Kettering Cancer Center. Together, they explore how leading cancer programs are redefining timely access—balancing urgency with empathy, operational efficiency with equity, and data with culture.
Tune in to hear how these systems are tackling workforce constraints, leveraging APPs, and redesigning scheduling models to ensure that every patient receives the right care, at the right time.
Topics include culture and urgency in access, diagnostic and APP models, template standardization, financial navigation, and equity in oncology care.
Collaboration is the engine of innovation in healthcare access, and nowhere is that spirit stronger than at the upcoming PAC Access Summit, a two-day event co-hosted by Emory Healthcare on October 13–14. In this episode of All Access Pass, host Chris Profeta sits down with three Emory leaders who will be presenting at the Summit: Kelsey Thomas, Director of Program Development in Patient Access; Nick Woodbury, Assistant Director of Capacity Management in Patient Access; and Josiah Thomasson, Senior Manager of Data Foundations & Engineering.
Together, they offer a preview of their sessions and share how Emory is advancing access through program development, capacity management, and data innovation. From building frameworks that support frontline teams to leveraging system solutions and analytics for smarter decisions, this conversation highlights the interdisciplinary work driving access transformation.
Whether you’re preparing to attend the Summit or looking for fresh ideas to bring back to your own organization, you’ll gain insights into how Emory Healthcare is helping to shape the future of patient access.
What does it take to lead patient access at scale—and with heart? In this inspiring episode, we celebrate the Patient Access Collaborative’s inaugural Access Leaders of the Year: Jamie Kern, MBA, Senior Director of Access & Capacity Management at The Ohio State University Wexner Medical Center, and Ann Blanchard, BSN, MBA, Director of Access Innovations, Capacity Management & Referral CORE at Nebraska Medicine.
From turning “scapegoats” into strategic powerhouses to building trust through data transparency and team empowerment, Jamie and Ann share their personal leadership philosophies, operational strategies, and digital transformation journeys. You’ll hear how OSU is tackling scalability through behavior change and rigor, while Nebraska Medicine’s “Access Delta” initiative and digital redesign efforts have transformed lag time and self-scheduling at an enterprise level.
Together, they reflect on the evolving role of access, the myth of linear digital adoption, and why listening—not just fixing—is the key to lasting change. Whether you're redesigning visit types or shifting culture, this episode delivers lessons in resilience, innovation, and keeping the patient at the center of it all.
At the 2025 Patient Access Collaborative Symposium, Stephanie Schmidt, MS, Senior Director of Ambulatory Operations, and Adam Stone, MS, Director of Clinical Data & Analytics of Oregon Health & Science University led a high-impact workshop on building a culture of data fluency and accountability in access operations. As leaders in both operations and analytics, Stephanie and Adam shared real-world examples of how their teams are aligning key performance indicators (KPIs) with meaningful metrics, using dashboards to bring data to life, and building the infrastructure for consistent governance across departments. Their focus: turning insights into action—and making data not just visible, but transformative.
In this episode, they reflect on the collective wisdom shared by access leaders nationwide—from the most common metrics (like fill rate and new patient lag) to the shared barriers (like attribution and cultural resistance). They also unpack the often-overlooked ROI of access initiatives, discuss how to improve organizational fluency, and share their aspirations for the future of access analytics. Whether you’re launching a dashboard or leading enterprise-wide transformation, this conversation offers powerful takeaways to guide your next step.
Join us for a dynamic conversation with two powerhouse leaders in patient access: Alexandra Blake Martinez, MHSA, Associate Vice President of Access Strategic Operations at MD Anderson Cancer Center, and Tesha Montgomery, BSN, MHA, Senior Vice President of Access at Houston Methodist. Speaking from their shared hometown of Houston, the site of the 2025 Patient Access Collaborative Symposium, these visionary leaders reflect on the event’s key themes — from the rising strategic importance of access to transformative innovations like AI. You'll hear candid insights on moving from reaction to prevention, navigating workforce challenges, embracing data-driven leadership, and redefining access as a strategic imperative. Whether you attended the symposium or not, this episode delivers valuable takeaways and fresh perspective from two of the nation’s top access executives.
How many patients is too many? In this episode, Dr. Kevin Shah, Vice President and Chief Medical Officer of Primary Care at Duke University Health joins us to unpack the complex science—and art—of managing patient panels.
Joy of Practice is the beating heart of healthcare.It represents the very reason our clinicians practice medicine in the first place, underscoring the fundamental purpose behind their care delivery. Despite their passion for patients, clinician burnout is threatening to destabilize the entire supply of the already-burdened healthcare industry. In this month’s inspiring episode, we explore why clinicians’ well-being is essential to patient access, and how access leaders can uplifttheir efforts through compassionate leadership.
Elizabeth Woodcock, Founder and Executive Director of PAC,is joined by Lisa Griffin, MBA, CCCM, Chief Consumer Officer atUniversity Hospitals, and Dr. Christine Sinsky, Vice President ofProfessional Satisfaction at the American Medical Association.
Together, they unpack the recent surge in clinician burnout,and the responsibility of access leaders to build meaningful relationships with the clinicians who make up the ambulatory enterprise. Tune in on Spotify and Apple podcasts for more!
Our leaders know that patient access is a fundamental pillar of healthcare, but until now, there has been no standardized definition or framework to guide access leaders. This begs the question - what could our community of experts create if they came together to define the key elements of patient access management?
This month, Founder and Executive Director Elizabeth Woodcock, DrPH, MBA; Senior Director of Research, Chris Profeta, MPH; and Children's National's VP of Ambulatory Services and a member of our Professional Development Committee, Marc DiFazio, MD, sit down to celebrate the upcoming publication of the Patient Access Collaborative's groundbreaking research study.
Together, they break down the Patient Access Management Framework—the first comprehensive, evidence-based model that defines patient access -- and the key determinants that shape it. They discuss the Delphi survey methodology used to reach expert consensus, the determinants identified in the study, and how this research provides a roadmap for health systems to reliably improve simple, timely, and connected ambulatory care.
Tune in to explore how this landmark study is transforming patient access management and what it means for the future of healthcare.
The link to the full publication can be accessed here!
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Wildfires have ravaged South California in recent months, forcing health system leaders to navigate patient access disruptions while ensuring continuity of care. Beyond the immediate crisis, these disasters create lasting "access debt"—a backlog of delayed appointments and unmet patient needs that can overwhelm health systems long after the flames have died down. How can access leaders prepare for and recover from such disruptions?
This month, Founder and Executive Director Elizabeth Woodcock sits down with Aimee Corke, Director of Emergency Management and Business Continuity at Northwell Health; Connie Lee, MPH, FACHE, Senior Director of Patient Access at UCLA Health; and Leigh Bouskila Turk, MHA, Director of Practice Development and Support Services at Nicklaus Children’s.
The leaders share firsthand experiences managing patient access during wildfires, hurricanes, and other emergencies—discussing business continuity strategies, recovery planning, and how to maintain access in the face of disruption.
Our patients hail from every corner of the Earth, and differences in the languages we speak can become a serious barrier to effective care. But what happens when the data doesn't tell the story we expect? This month, Founder and Executive Director Elizabeth Woodcock sits down with Stephanie Schmidt, MS, Senior Director of Ambulatory Care and Access Services at Oregon Health & Science University; Joel Hudnall, Epic Configuration Analyst for Change Management and Strategic Access Support at Vanderbilt University Medical Center; and Ryzell McKinney, EdD, MACD, CCCM, Director of Access Technology at Vanderbilt University Medical Center. The researchers discuss the complexities of health equity in patient access, highlighting research on preferred-language appointment reminders and the need for multifaceted strategies to address disparities.
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.
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.
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.
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.
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.
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.
The Patient Access Collaborative had the honor of working with our friends and esteemed colleagues at Emory Healthcare to host this year’s PAC Symposium in our home city of Atlanta. In review, Founder and Executive Director Elizabeth Woodcock sits down with Emory’s own Sarah Kier, Senior Vice President of Enterprise Patient Access at Emory Healthcare, to reflect on the Symposium’s highlights. Together, they explore the groundbreaking EmoryNow initiative, which achieved over a 10% increase in ambulatory volumes using existing capacity. They also celebrate the legacy of access legend Bill Gable, whose contributions continue to inspire leaders across the field.
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.
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.
Reliable access to primary care is foundational to any healthy population, but achieving that goal is anything but simple. This month, Founder and Executive Director Elizabeth Woodcock sits down with three inspiring primary care leaders: Dr. Melissa Blakeman, Medical Director for Patient Access, Regional Medical Director, Maryland Suburbs, Johns Hopkins Community Physicians; Dr. Jessica Nordstrom, Access Medical Director for Baylor Scott & White Medical Group; and Dr. Gina Engel, Associate Chief Medical Officer of Ambulatory for UVA Health. Together, they address some of the innovative strategies primary care leaders are using to improve access, tackle systemic barriers, and chart a hopeful path forward—ensuring better outcomes for our patients and communities alike.