National Retail Medical Director QuadMed / Walmart Care Clinics Sussex, WI Position Specification December, 2014
Executive Summary QuadMed is seeking a National Retail Medical Director for Walmart Care Clinics (WCC), a collaboration between Walmart and QuadMed. In partnership with the National Director of Clinical Operations, this individual will play a major role in building and managing an innovative model of primary care services. The Opportunity Walmart, in partnership with QuadMed, is creating a new model of primary care to serve both Walmart customers and Walmart Associates who work in the stores. The clinics are being developed from the ground up with a focus on primary care and chronic disease management. The model incorporates physicians and mid-level providers, and offers clinical extenders greater scope and opportunity to practice at the top of their license. The National Retail Medical Director and the National Director of Clinical Operations will have an opportunity to shape the model of primary care delivery. The positions offer the opportunity for talented leaders to grow the organization by building a solid foundation for recruitment and internal leadership development functions that support a model of care that is effective, efficient and scalable. As a key decision maker, the National Retail Medical Director will have substantial influence over the evolving service model, will oversee the Quality Management Department, and will be a leader in the recruitment and development of high performing and mission driven clinicians and staff. In collaboration with the National Director of Clinical Operations, s/he will help shape the culture of the organization and make a significant contribution to the mission and vision of WCC. This is an opportunity for a talented physician leader, who is a strategic thinker with the ability to influence, communicate and build relationships, to be instrumental in developing innovative healthcare systems that focus on affordable quality healthcare to communities of individuals. The Organizations Walmart Care Clinics Walmart Care Clinics are a collaboration between Walmart and QuadMed (see organization descriptions below). The Walmart Care Clinics are primary healthcare clinics located inside Walmart stores. WCC is owned by Walmart and operated by QuadMed LLC. WCC offer high-quality primary care services at affordable prices for Walmart Associates as well as retail customers. The Walmart Care Clinics are creating a new price position for retail health services, which aim to provide Associates and retail customers with greater access to quality and affordable healthcare to improve lives. As the largest private employer in the U.S., Walmart is committed to finding ways to drive down healthcare costs for the more than 1.1 million associates and family members covered by Walmart healthcare plans nationwide. For most Walmart associates and their families who are on a Walmart health plan, the Walmart Care Clinics office visit costs them only $4. For customers, an office visit to the Walmart Care Clinic costs only $40. Associates and customers can also expect industry-leading prices on additional services beyond the office visit, such as vaccines and laboratory tests, for which separate charges apply. 2
The first Walmart Care Clinic opened in Copperas Cove, Texas in April 2014 and by the year s end the number of Walmart Care Clinics will total 17. Staffed by licensed nurse practitioners, the Walmart Care Clinics offer a number of healthcare services available at everyday low prices, including: Wellness and preventive care, such as health screenings, vaccinations and laboratory testing Basic acute care, including diagnosis and treatment of illnesses such as flu and strep Management of certain chronic conditions such as diabetes, asthma and high blood pressure Referrals to specialists, as needed Since 2005, Walmart has leased space in its stores to local health systems and other healthcare providers who own and operate clinics and provided basic acute care in its stores. As of April 2014, there are more than 100 of these clinics in operation across the U.S. The Walmart Care Clinics Difference The Walmart Care Clinics are different they are owned by Walmart. The Walmart Care Clinics also go beyond basic acute care and offer the services expected from a primary care provider, such as wellness and preventive care, management of chronic conditions and specialist referrals. Walmart is working with QuadMed to help source and manage qualified health care professionals who will serve patients in the Walmart Care Clinics. QuadMed is nationally recognized for offering onsite primary care clinics and healthcare management solutions designed to increase quality and decrease costs. Walmart Care Clinics Values Walmart Care Clinics have a commitment to excellence, transparency, innovation and compassion. Walmart Excellence: Everyone at the Walmart Care Clinics should bring their best performance to work every day. We invest in our learning and development to be sure that we can deliver safe, high quality and affordable care to as many patients as possible every day. Transparency: We believe in being transparent with our prices with our patients. We also believe in being transparent in our feedback and sharing issues and opportunities for improvement. We owe it to our patients to do so every day. Innovation: We are doing something fundamentally different in healthcare in the United States. To succeed we need every person looking for new and different ways to do things better. Compassion: We deal every day with the delicate emotional and physical ailments of our patients. Those patients deserve not only quality care and affordable prices, but also the human compassion expected in such a delicate situation. Since the first Walmart store opened in 1962 in Rogers, Arkansas, the organization has been dedicated to making a difference in the lives of customers. The business is the result of Sam Walton's visionary leadership, along with generations of associates focused on helping customers and communities save money so they can live better. From the beginning, integrity has defined who Walmart is as a company and how they arrive at where they are going next. 3
Walmart and Sam's Club serve customers and members more than 200 million times per week at more than 10,000 retail units under 69 different banners in 27 countries. With fiscal year 2013 sales of $466 billion, Walmart employs 2.2 million associates worldwide, collaboratively working across disciplines to save people money so they can live better. The success of Walmart and Sam s Club shows that greater prosperity through low prices is a universal truth. This philosophy extends beyond just saving money. Walmart brings mobile solutions to customers, giving them anytime/anywhere access to our endless aisle. Walmart and Sam s Club are also taking the lead on the pressing social issues of our time. From shrinking our carbon footprint to opening new Walmart Supercenters in food deserts and creating jobs in distressed communities, they are helping people live better in more ways than ever before. Further information on Walmart can be accessed at www.walmart.com. QuadMed QuadMed is a nationally recognized provider of onsite, near site and shared employer- sponsored health and wellness solutions engaged by Walmart to partner in the development and operations of the WCC. The model features a full continuum of high-quality, patient centered services proven to decrease costs by increasing accessibility and engagement. QuadMed s 20 plus year track record of success is rooted in integrating prevention focused primary care with leading edge technology and analytics. Created in 1990 as a subsidiary of Quad/Graphics, a leading global printer that is redefining print in today s multichannel media world, QuadMed now serves more than 90 clients in more than 80 health centers, which can be tailored to fit virtually any size of location. Further information on QuadMed can be accessed at www.quadmedical.com. The Position Reporting to the Managing Director of Walmart Care Clinics, the National Retail Medical Director (NRMD) will set and execute overall medical policy and will be responsible for defining the scope of services and standards of clinical performance for the Walmart Care Clinics (WCC or Clinics). In partnership with the National Director of Clinical Operations (NDCO), s/he will develop and execute quality management and improvement programs across all Clinics and will serve as the Chief Quality Officer for WCC, representing the integrity of clinical and operational quality to WCC fiduciaries. The NRMD is ultimately accountable for the selection, oversight and job performance of all Medical Directors and Supervising Physicians. S/he will partner with the NDCO to oversee the clinical care delivered by nurse practitioners through established joint clinical oversight processes. The NRMD will directly oversee Regional and Cluster Medical Directors as well as the WCC informatics and health analytics programs and staff. S/he will have direct oversight over the Quality Management Department and its Director, in strong partnership with the NDCO. The NRMD will be expected to guide the deployment of the electronic health record and guide the selection and adoption of health informatics tools and systems that will facilitate efficient quality and clinical oversight. Critical to the success of the new NRMD will be developing and sustaining relationships with physicians in communities served by WCC. The NRMD will, over time, develop a robust primary and specialty care referral network to ensure that the Clinics are part of a seamless continuum of high quality, efficient and effective care and will ensure optimal integration of WCC s patient care services and delivery across the network. Leveraging Medical Directors at the Regional and local levels, s/he will nurture strong and mutually satisfying relationships with community physicians. 4
As the first dedicated NRMD for WCC, this individual will have the opportunity to create his/her imprint on the way in which this position evolves as a critical link between WCC, Walmart and community delivery system leaders. Part of the NRMD s job will be to integrate quality care delivery and effective clinical operations under WCC s comprehensive quality program. S/he will be responsible for coordinating clinical and operational improvement, effective case and resource management, and similar quality-related activities across WCC. The NRMD will be responsible for integrating both quality and cost information, co-leading (with the NDCO) data-driven improvement initiatives, and for engaging, coaching, and mentoring Medical Directors. S/he will ensure that credentialing, clinical risk management and regulatory compliance are appropriately structured and operationalized. The NRMD will promote a culture that fosters a continuing and strong commitment to collaboration among NPs (Nurse Practitioners), MAs (Medical Assistants), Medical Directors and community providers to maintain safe, accessible, and high quality care, community based services, and patient, staff and practitioner satisfaction. To be successful in the WCC environment, the NRMD must be respected for his/her clinical competency and as a capable leader with sufficient experience to earn the respect of the WCC practitioners as well as the WCC executive team. S/he will demonstrate the energy to drive growth, change and improvement. S/he must able to work effectively with community physicians and constituents while also holding the respect of the business leadership team. The NRMD must be viewed as making well-informed, reasoned, authoritative, collaborative and implementable recommendations regarding clinical program structure and operations, resource stewardship, standards of quality and performance, and support for community values, ensuring that these are well aligned with WCC approaches and values. Key Responsibilities 1. Accountable for the smooth functioning of the WCC clinical oversight and quality management and improvement programs to ensure all Clinics and providers are delivering high quality, efficient care. 2. Accountable for clinical quality at all WCC sites. Serves as Chief Quality Officer for the WCC business and co-chairs the National Quality Committee. 3. Participates in WCC strategy development and assists with setting long term business goals and objectives. 4. Develops and implements community clinical partnering strategies, including developing processes to evaluate, select, recruit, and on-board community primary care physicians as Medical Directors and creating and implementing the Clinic referral networks. 5. Partners with Director of Clinical Operations to ensure smooth, efficient and safe operations and close collaboration between Medical Directors and clinic providers. 6. Responsible for recommendations and final determination of clinic scope of services, policies/protocols for patient care, and for managing care continuity for patients who require resources beyond the scope of Clinic services. 7. Accountable for clinical performance of CMIO, Regional and Cluster Medical Directors, and Clinic Medical Directors. 8. Partners with Director of Talent Management on clinical aspect of training and continuing education of provider staff. 5
9. Delivers regular education sessions on clinical topics and delivery of care for the provider network. 10. Participates in the selection, configuration and adoption of health information and medical informatics technologies. 11. As a member of the WCC Senior Management team, works closely with Walmart and QuadMed senior leadership and participates in strategic planning and execution, assists in matters related to the provider staff and clinical care delivery systems, and collaborates with Clinic operational leadership on the development of effective clinical service delivery. 12. Represents Clinic to community providers and health systems to maximize alignment of Clinics and community interests. 13. Works collaboratively with the Director of Clinical Operations, NP staff, MA staff, and other clinical and administrative professionals to ensure the delivery of outstanding care to WCC patients. 14. Ensures compliance with the requirements of all entities regulating WCC quality and accreditation. 15. Leads efforts to enhance patient and practitioner satisfaction, based on survey results and programs. 16. Evaluates opportunities for developing clinical services and programs, prioritizing those opportunities with the greatest potential for producing positive clinical and business results. 17. Spearheads physician leadership development to further build clinical, operational and management strength in physician leaders at all levels. 18. Facilitates and leads teams in identifying and implementing resource management opportunities and outcomes management programs, including: pathway development, disease management and clinician education. Critical Success Factors In his/her first year, the NRMD will: Develop close and trusted relationships with Walmart Care Clinics executive leadership, NDCO, Clinics provider and staff, store managers and community providers Partner closely with the NDCO to fully implement WCC clinical oversight, quality and performance improvement programs Effectively represent Walmart Care Clinics to Associates, community customers, and community providers Ensure robust and scalable Medical Director recruitment and onboarding process is in place Finalize and refine Clinics scope of service definition Ensure that evidence based clinical protocols are in place and in use for conditions commonly encountered in the Clinics The Candidate The ideal NRMD for Walmart Care Clinics will be an energetic, entrepreneurial Board Certified and licensed physician (MD or DO), preferably experienced as a primary care provider, with a passion for the potential of retail primary care and disruptive innovation within the health care delivery system. S/he should value the role and contributions of advanced level independent practitioners and be skilled in 6
engaging NPs, MAs, and physicians in improving the quality and efficient delivery of primary care in a non-traditional setting. S/he will be a capable physician leader who has previously been effective in a complex, fast paced, multi-site ambulatory environment utilizing a range of advanced and midlevel practitioners as care providers and extenders and where clinical reputation, community relationships, physician-hospital collaboration and high standards of quality are valued. Previous retail experience is highly desirable but not required. The NRMD will have an excellent working knowledge of modern quality, safety, and performance improvement methodologies, will have experience in bridging the primary care and referral settings, and will understand the factors necessary to maintain and grow services in a rural community setting that includes and engages both local providers in a high performing network. The NRMD will demonstrate: At least five years of experience practicing medicine in a multi-site primary or ambulatory care setting, with a focus on quality improvement and operations required A strong health informatics background including comfort with a variety of electronic health record platforms and skills in health data informatics Experience developing primary and specialty care networks to support fluid community referrals and cross-provider communications A working understanding of the design and operation of modern quality and safety systems in the ambulatory settings o Formal training (desirable) and experience (required) with quality improvement tools and processes, LEAN or Six Sigma, and applicable experience applying these in the implementation of quality and performance improvement activities Proven background in providing quality management across a complex, multi-site system environment Strong communications skills and excellent interpersonal skills Familiarity with processes required to achieve and maintain compliance with applicable federal, state and local healthcare regulations Well-developed critical thinking and problem solving skills Ability to work collaboratively as well as autonomously Ability to recruit, train, mentor and motivate physicians and staff at all levels of experience to adopt evidence-based practices and to participate in performance improvement activities A track record as an effective and articulate convener of collaboration between advanced level practitioners, mid-level practitioners, physicians and management/administration Commitment to an environment of respect and high accountability Facility in strategically aligning clinical operations with enterprise business goals The ability to understand, gain acceptance for and manage change The ability to manage through influence and to develop a collaborative culture Experience and skills as an effective teacher and mentor High energy and passion for the mission and potential of retail based providers as strong elements of an innovative delivery system 7
Candidates for this position should: Be passionate, dynamic, entrepreneurial and value driven advocates for clinical and operational excellence Be comfortable and enthusiastic working in a startup environment Enjoy and be committed to innovation and excellence in primary care practice Demonstrate the ability to advocate for local and regional priorities, while maintaining a strong commitment to overall enterprise vision and strategy Be effective at developing and implementing a vision for program growth, development and community provider engagement Be appealing and genuine in varied leadership roles such as role model, partner, confidante, colleague, coach, and manager so that he/she can recruit, secure and solidify provider commitment to that vision Be seen as a thoughtful problem solver who understands the perspectives of varied constituencies and is able to identify and build a team approach to advance commonly held values Value consensus and mutual respect, while being able to hold accountability and effectively advance an agenda forward in settings where there is less than total agreement Possess excellent written, oral and presentation skills, enabling him/her to be an effective communicator and persuader in dialogue with providers, staff, and community as well as business leaders Have credibility with physicians, nurses and allied health professionals Have the ability to coalesce input from diverse constituencies into a broadly supported agenda Be articulate, approachable, collaborative and unafraid to take appropriate risks Display the warmth and interpersonal skill required to effectively communicate and collaborate in the face of disagreement or skepticism Compensation A compensation package will be constructed commensurate with the background and experience of the selected candidate and includes a comprehensive benefits program. Most significant is the opportunity to assume a key leadership role in a thriving and growing innovative health care business. For More Information Interested parties please send resume and cover letter to WalMartNatlMedDir2114@ZurickDavis.com. For additional questions please contact Myranne Janoff at 781.938.1975 or Tamar Axelrad at 617.272.0087. All contact with ZurickDavis will remain confidential. 8