PAC's All Access Pass Podcast

Spotlight on OSU Wexner Medical Center: Clarity is Everything

In this episode, we feature The Ohio State University Wexner Medical Center [https://www.linkedin.com/company/18516804/admin/page-posts/published/#], host of the Patient Access Collaborative’s 2026 Symposium, as they share how they transformed access from fragmented visibility to enterprise accountability. By focusing on the behaviors that drive performance, aligning incentives, and evolving their access center, OSU has built a model that connects strategy to execution.  Guests James Kern [https://www.linkedin.com/company/18516804/admin/page-posts/published/#], MBA, Senior Director of Access and Capacity Management, Dr. Jonathan Parsons [https://www.linkedin.com/company/18516804/admin/page-posts/published/#], Medical Director of Ambulatory Services and Executive Vice Chair of Clinical Affairs, Department of Medicine, Kristin Geiger [https://www.linkedin.com/company/18516804/admin/page-posts/published/#], Associate Director of Patient Access, and Lois Bernhardt [https://www.linkedin.com/company/18516804/admin/page-posts/published/#], DPT, MBA, Director of Capacity Management, join to elaborate on their great work.  This conversation offers a powerful look at how access can serve as a lever for growth, patient experience, and system performance - and what it takes to make that vision real. Tune in to hear how one leading health system is redefining access through behavior, data, incentives, and technology.

The Rise of Ambulatory Capacity Management

In healthcare, access to care ultimately comes down to one fundamental challenge: balancing supply and demand. In this episode of the Patient Access Collaborative podcast, Executive Director Elizabeth Woodcock speaks with Chris Profeta, Senior Director of Research and Analytics, about the emergence of ambulatory capacity management as a critical discipline within patient access. Together, they reflect on the rapid growth of the field - from a time when only a handful of professionals focused on capacity management to today’s sold-out roadshows and growing national attention. The conversation explores why traditional market dynamics don’t function in healthcare, how technological advances like automated waitlists are reshaping access to care, and why understanding true patient demand remains the next frontier for health systems.

Seeing Access Through a Shared Lens: Using the Patient Access Collaborative's Group Assessment to Understand the Current State

What if patient access isn’t just an operational problem—but a shared organizational belief system? In this episode of All Access Pass, host Chris Profeta, Senior Director of Research and Analytics at the Patient Access Collaborative, sits down with Austin Loomis MHA , AVP of Ambulatory Access and Analytics, Mandy Newman, MAAL, Vice President of Ambulatory Operations, and Catherin Mims, MD, Vice President and Associate Chief Physician Executive for the Ambulatory Practice at OU Health. Together, they unpack a new evolution of the Patient Access Framework: a group-based assessment that captures how access is perceived across an entire organization. With more than 20 leaders—from finance and HR to physician chairs and executive leadership—participating in the assessment, OU Health gained a rare, enterprise-wide view of access. The conversation explores what happens when those perspectives align, where they diverge, and why those gaps often represent the greatest opportunities for system improvement. Along the way, the group reflects on why access blind spots persist, how shared language changes strategy, and what it means to truly measure access as an enterprise responsibility. Tune in to hear how group assessments can surface hidden friction, strengthen cross-departmental alignment, and turn access from a siloed function into a shared organizational priority—covering the evolution of the Patient Access Framework, the rationale behind group scoring, leadership alignment, organizational blind spots, and practical insights for system-level access improvement. Woodcock, E., Profeta, C. A framework for patient access management: consensus from a Delphi panel of US health system leaders. BMC Health Serv Res 25, 524 (2025). https://doi.org/10.1186/s12913-025-12561-8 [https://doi.org/10.1186/s12913-025-12561-8]https://link.springer.com/article/10.1186/s12913-025-12561-8 [https://link.springer.com/article/10.1186/s12913-025-12561-8]

From Cost Center to Value Engine: Reframing Patient Access as Enterprise Strategy

Patient access is often measured by speed—but its true value runs much deeper. In this episode of The All-Access Pass, Elizabeth Woodcock, DrPH, MBA, is joined by Brett Butler, Vice President of Access Services at Baylor Scott & White Health, for a candid conversation about what it really takes to elevate access from a transactional function to a system-level strategy. Together, they explore how governance, relationships, and intentional design can unlock capacity, improve clinician experience, and create more equitable, patient-centered care—even amid financial pressure and constrained supply. Brett shares how Baylor Scott & White is scaling access across a complex, multi-market enterprise, why fragmentation is access’s greatest enemy, and how technology can illuminate opportunity rather than promise false fixes. This episode challenges access leaders to ask a different question: not how fast can we schedule, but how might we redesign care to truly meet demand—for patients, clinicians, and the system alike.

The Future of Scheduling in the Age of Artificial Intelligence

AI may automate the “what” of scheduling, but the “why” still belongs to humans. In this episode of All Access Pass, host Elizabeth Woodcock sits down with Aramis Cherrington [https://www.linkedin.com/in/aramisc/], Vice President of Patient Access at RWJBarnabas Health to explore how artificial intelligence is reshaping the work of access centers, shifting them from reactive call hubs to predictive, omni-channel orchestrators of the patient journey. They discuss why AI will likely handle most routine transactions while elevating human schedulers into empathetic care navigators, what it means to design access around the patient rather than the process, and how traditional metrics like abandonment rate and average speed of answer fall short of capturing true accessibility. In this episode, we cover AI’s impact on scheduler roles, the rise of omnichannel digital front doors, new outcome- and experience-based access metrics, and why investing equally in people and platforms is essential to delivering frictionless, timely, connected care.