Director, Demand & Supply Matching

Baylor Scott & White Health; Dallas (TX); On-site; USD 180,000 - 260,000; Full time

Job summary

Baylor Scott & White Health in Dallas seeks a Director of Demand & Supply Matching to align capacity with patient needs across care settings, collaborating with the Medical Group and Analytics to guide patients to the right care and ensure sufficient resources.

You will lead real-time demand modeling, develop protocols, and implement platforms that embed care guidance into digital front doors and contact center workflows, while monitoring safety and efficacy.

Qualifications

• 7+ years of experience in healthcare operations, care delivery, or product leadership.

Responsibilities

• Partner with Analytics and Medical Group to build near-real-time demand models for immediate and maintenance care.
• Develop standardized protocols to guide customers to the most appropriate care setting.
• Leverage AI to accelerate protocol development with real-world data at scale.
• Builds platforms and tools to embed care guidance into operations and contact center workflows.
• Apply behavioral science to protocol design and patient messaging to improve adherence.
• Quantify required clinical supply and forecast capacity impact of guided demand.
• Recommend staffing, panel-size, and scheduling adjustments to balance capacity against demand.
• Validate safety and efficacy of care guidance protocols with data from real outcomes.
• Monitor protocol safety and efficacy with Medical Group experts.

Job description

Job Summary

Reporting to the Vice President of Customer Experience Operations, the Director of Demand & Supply Matching is responsible for aligning Baylor Scott & White Health's capacity with customer demand so that every customer can get the care they need, when and where they need it. The Director leads the reconfiguration of BSWH's care delivery channels, in partnership with the Medical Group, by reinventing how the system guides customers to the most appropriate care setting and ensuring sufficient supply exists to deliver on that guidance.

Essential Functions

• Partners with Analytics and the Medical Group to build and operate a near-real-time demand model spanning immediate and maintenance care, quantifying why, how, and when customers seek care

• Works with medical group clinical experts to develop and operationalize standardized protocols that quickly and safely guide customers to the most appropriate care setting

• Leverages A.I. to accelerate protocol development and inform them with real-world data at scale

• Builds and implements the platforms and tools that embed care guidance into operations, surfacing triage and site-of-care recommendations within the system's digital front doors and contact center workflows

• Applies behavioral science techniques to protocol design and customer messaging to increase adherence to care recommendations

• Develops the approach to quantify required clinical supply and partners with Analytics and Medical group to build a predictive model that forecasts the capacity impact of guided demand

• Recommends proactive staffing, panel-size, and scheduling adjustments to Medical Group clinical leaders to balance capacity against predicted demand and unlock hidden supply

• Partners with technical teams to establish a data layer and analytics to validate safety and efficacy of care guidance protocols based on real customer outcomes

• Works with Medical Group clinical experts to monitor protocol safety and efficacy

Key Success Factors

• 7+ years of experience innovating and leading within healthcare operations, care delivery, care navigation, or product leadership; cross-functional program leadership preferred

• Demonstrated command of care guidance standards and clinical workflow design for navigating customers across sites of care

• Clinical credibility to partner effectively with physician leaders, the Medical Group, and contact center operations

• Strong demand and capacity modeling and data fluency, including the ability to partner with Analytics on predictive demand and supply models

• Proven track record building and scaling digital products and platforms

Minimum Requirements

• Bachelor's or 4 years of work experience above the minimum qualification

• 5 Years of Experience

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.