This position is incentive eligible.

Job Summary and Qualifications

The Assistant Vice President (AVP) of Strategic Operations for Urgent Care serves as the senior operational leader responsible for three Urgent Care functions: Front Desk Revenue & Patient Access, Referral Management & Network Optimization, and Project Management.

The AVP provides leadership to the Director of Front Desk Revenue, Director of Referral Management, and Director of Project Management, establishing clear priorities, performance expectations, and accountability for each area.

This leader is responsible for improving patient access and front-office revenue performance, strengthening referral pathways and network retention, and ensuring disciplined execution of the UCC project portfolio.

Working in partnership with operational, clinical, financial, revenue cycle, and enterprise leaders, the AVP ensures these functions deliver measurable value and support the Urgent Care Service Line's strategic, operational, and financial objectives.

Major Responsibilities:
• Provide leadership, coaching, and performance accountability for the Director of Front Desk Revenue, Director of Referral Management, and Director of Project Management.
• Serve as a key member of the Urgent Care leadership team and partner with operational, clinical, quality, finance, revenue cycle, and enterprise leaders to align assigned functions with service line and enterprise goals.
• Develop and manage budgets, staffing models, performance dashboards, and improvement priorities for the assigned Urgent Care functions.
• Establish governance structures, operating standards, service level expectations, and performance measures across Front Desk Revenue, Referral Management, and Project Management.

Project Management
• Lead the UCC Project Management function and align the UCC project portfolio with the Clinical Services Group project portfolio.
• Establish project prioritization, governance, risk escalation, and execution disciplines to ensure cross-functional initiatives are delivered on time and aligned with business priorities.

Front Desk Revenue & Patient Access
• Lead UCC front-office standardization, revenue integrity, insurance workflows, collections performance, patient access, and front-office training.
• Establish and monitor UCC patient access, front-desk performance, and revenue-cycle standards; identify opportunities to improve workflow consistency, patient experience, and financial performance.

Referral Management & Network Optimization
• Lead initiatives that improve alignment between Urgent Care, Physician Services, Hospitals, Specialty Networks, and Enterprise Access functions to maximize patient retention within the HCA continuum of care.
• Oversee the end-to-end UCC referral management process to ensure timely, accurate, and patient-centered coordination of care.
• Collaborate with internal stakeholders to optimize referral pathways, reduce out-of-network leakage, and enhance network utilization and retention.
• Monitor referral trends and performance metrics and implement strategies that support care continuity and system-wide alignment.
• Leverage data and analytics to identify barriers, improve care navigation, and optimize referral and network performance.
• Identify and eliminate barriers to efficient care navigation, ensuring urgent care serves as a strategic entry point to downstream services within HCA.
• Partner with enterprise and service line leaders to align referral management with broader access, network, and growth strategies.

Central Support Operations & Services
• Provide executive leadership for centralized administrative functions that are essential to operational excellence, regulatory integrity, and brand reputation, including:
• Virtual Registrar Operations: Ensure high performance, responsiveness, and service excellence across all patients and provider interactions, reinforcing HCA's reputation for accessible, compassionate care.
• Patient Experience & Reputation Management: Lead a unified function responsible for managing patient complaints, service recovery, and reputational risk. Oversee timely resolution of concerns, analyze trends to drive systemic improvements, and implement proactive strategies that enhance public trust, brand perception, and patient loyalty.
• Develop and implement performance metrics, feedback loops, and continuous improvement initiatives across all support services to enhance patient satisfaction, regulatory adherence, and public trust.
• Serve as a visible champion for service excellence and ethical leadership, proactively managing reputational risk and reinforcing HCA's commitment to high standards of care and conduct.

Telehealth Growth & Optimization
• Lead the expansion and scaling of telehealth services within urgent care, ensuring alignment with patient needs and enterprise strategy.
• Develop and execute a roadmap for telehealth growth, including technology adoption, provider staffing and engagement, and operational integration.
• Ensure compliance, quality, and patient satisfaction in virtual care delivery.
• Integrate telehealth into broader care pathways to support access, efficiency, and network cohesion.
• Performs other duties as assigned
• Practices and adheres to the "Code of Conduct" philosophy and "Mission and Value Statement."

Education & Experience:
• Bachelor's degree Health Care Administration or similar Required
• Master's degree Preferred
• 7+ years of progressive experience in healthcare operations, patient access, project management, or related leadership Required
• Previous healthcare experience Preferred
• HCA-based system experiences a plus Preferred Or equivalent combination of education and/or experience

Knowledge, Skills, Abilities, Behaviors:
• Service and Quality Excellence: Ability to demonstrate an uncompromising commitment to delivering exceptional care to create an unmatched value proposition for our patients. Required
• Honor our Mission and Values: Ability to build trust and act with authenticity to cultivate a culture of integrity, inclusion, and mutual respect. Required
• Effective Decision Making: Ability to make timely, informed decisions that are in the best interest of our patients, employees, providers, community and HCA. Required
• Attain and Leverage Strategic Relationships: Ability to develop and strengthen collaborative relationships with both internal and external stakeholders to advance the care of our patients and the growth of HCA. Required
• Lead and Develop Others: Ability to lead others to accomplish organizational goals and objectives; provide meaningful coaching and mentoring to increase the capabilities of individuals and teams and drive employee engagement. Required
• Communicate with Impact: Ability to deliver information in a clear, concise, and compelling manner to effectively engage others and achieve desired results. Required
• Achieve Success through Change: Ability to identify opportunities for improvement and innovation, remove barriers and resistance, and enable desired behaviors. Required
• Drive Execution and Financial Results: Ability to commit to the success and financial wellbeing of HCA by challenging others to excel and hold themselves and others accountable for achieving results. Required

HCA Healthcare (Corporate), based in Nashville, Tennessee, supports a variety of corporate roles from business operations to administrative positions. Like our colleagues in any HCA Healthcare hospital, our corporate campus employees enjoy unparalleled resources and opportunities to reach their potential as healthcare leaders and innovators. From market rate compensation to continuing education and career advancement opportunities, every person has a solid foundation for success. Nashville is also home to our Executive Development Program, where exceptional employees are groomed to take on CNO- and COO-level roles in our hospitals. This selective program focuses on ethics, leadership and the financial and clinical knowledge required of professionals at this level of the industry.

HCA Healthcare has been recognized as one of the World's Most Ethical Companies by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"Bricks and mortar do not make a hospital. People do."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder
If you're looking for a leadership opportunity that provides both personal satisfaction and professional growth, apply to join HCA Healthcare as an Urgent Care Assistant VP of Strategic Operations. Unlock your leadership potential with HCA Healthcare.

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