What are the responsibilities and job description for the Executive Director - Patient Engagement Center Operations position at Froedtert Health?
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Location : US : WI : MENOMONEE FALLS at our WOODLAND PRIME 400 facility.
This job is HYBRID.
FTE : 1.000000
Shift : Shift 1
Job Summary :
The Executive Director will develop and lead an enterprise patient engagement and access operations Center of Excellence to deliver customer-focused, results-oriented performance in alignment with the mission, vision, and values of the Froedtert ThedaCare and MCW organizations. This leader will oversee all aspects of the Patient Engagement Center, including agent teams, nurse teams, and support services including but not limited to training, workforce management, and quality assurance. This individual will work closely with operational and clinical leaders to develop and maintain best-in-class practices for all areas under their leadership, resulting in an efficient operation that produces great experiences for patients, providers, and team members.
Experience Required : Minimum of 5 years of experience leading Access Operations in a large, complex healthcare organization, with no less than 2 years of experience leading leaders.
Experience Preferred : A minimum of 7 years of multi-channel contact center management or healthcare / medical office management strongly preferred.
Education Required : Bachelor's Degree required. In lieu of degree, an additional 4 years of direct and relevant leadership experience may be considered.
Education Preferred : Master's Degree in Business or healthcare related field preferred.
Training Required : None.
Training Preferred : EPIC Cadence preferred.
Special Skills : Knowledge of technical, business, consultation, project management, and cultural awareness. Customer focus, building trust, communication, critical thinking, and influencing skills. Expert communication skills, oral and written required. Proven ability to multi-task. Proven ability to mentor other managerial leadership. Strong proactive organizational skills. Excellent customer service skills. Proficient in Microsoft Outlook, Word, and Excel. Prior experience using and interpreting data.
Special Skills Preferred : Proven coaching skills that can impact and influence both managers and other Froedtert & MCW departmental leaders. Knowledge of medical terminology and Epic.
Licensure : None.
Perks & Benefits at Froedtert Health :
- Paid time off
- Growth opportunity - Career Pathways & Career Tuition Assistance, CEU opportunities
- Academic Partnership with the Medical College of Wisconsin
- Referral bonuses
- Retirement plan - 403b
- Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics
- Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available
The Froedtert & the Medical College of Wisconsin regional health network is a partnership between Froedtert Health and the Medical College of Wisconsin supporting a shared mission of patient care, innovation, medical research, and education. Our health network operates eastern Wisconsin's only academic medical center and adult Level I Trauma center engaged in thousands of clinical trials and studies. The Froedtert & MCW health network, which includes ten hospitals, nearly 2,000 physicians and more than 45 health centers and clinics draw patients from throughout the Midwest and the nation.
We are proud to be an Equal Opportunity Employer who values and maintains an environment that attracts, recruits, engages and retains a diverse workforce. We welcome protected veterans to share their priority consideration status with us at 262-439-1961. We maintain a drug-free workplace and perform pre-employment substance abuse testing. During your application and interview process, if you have a need that requires an accommodation, please contact us at 262-439-1961. We will attempt to fulfill all reasonable accommodation requests.
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