Speaker Profile: Elizabeth Nix

Director, Service Quality & Development

Liz Nix is the Director of Service Quality and Development for Patient Access Services at Vanderbilt University Medical Center. Liz has been with VUMC for over eight years, with over five years in Space Planning and Management before transitioning to her current role. As the Director of Service Quality and Development, Liz is responsible for a team of ten people who lead program management and quality performance monitoring activities in support of the access center. She also oversees all new hire onboarding and professional development curriculum for the department.

Patient Access Services has over 250 phone agents answering an average of 10,000 calls per day and schedule over 2 million outpatient appointments per year. The dynamic environment of a busy call center is a unique setting in which to implement and sustain improvement and deliver training. Currently, Liz and her team are working to create a learning lab that combines dedicated learning space with an interactive curriculum in a cohort model, allowing new employees to learn through practical experience and collaboration. Other recent projects include the creation of a dedicated visual management space for ongoing projects, implementation of a career advancement program, and initiation of a comprehensive performance coaching program.

Prior to her role at VUMC, Liz spent time as an urban planner, GIS analyst, project manager, landscape foreman, land developer, environmental scientist, and butterfly wrangler. Liz has a Bachelor's degree in Horticulture from the University of Florida, an MBA from the University of Tennessee at Martin, and is currently pursuing a Ph.D. in Learning and Leadership from the University of Tennessee at Chattanooga. In her free time, Liz enjoys teaching yoga, walking her dogs, and spending time with her husband of 13 years.

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