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Location: US:WI:MENOMONEE FALLS at our WOODLAND PRIME 400 facility.

This job is ON - SITE.

FTE: 1.000000

Shift: Shift 1

Job Summary:

Froedtert Health seeks an experienced leader to guide the growth of our Enterprise Patient Engagement center. This virtual team is dedicated to increasing patient access to our academic health system and elevating the experience for all patients from the diverse communities we serve. The team in launching in March of 2024 will serve our primary care services, we will quickly grow to support additional specialties.

Position Responsibilities

This individual will oversee every aspect of enterprise patient access, through our new Enterprise Patient Engagement Center, inclusive of centralized needs assessment, clinical triage, appointment scheduling, referrals, pre-visit preparation, prescription refills, technical support (patient portal/MyChart/Digital Therapeutics), and general customer service inquiries.

Works closely with leadership across the enterprise to establish, facilitate and lead a patient engagement vision & strategy that produces seamless, connected, and coordinated access across multiple touchpoints for patients and referring physicians.
Establishes and maintains best practices for access and capacity management approaches working in conjunction with the clinical chairs and health system leaders. Works with physician leadership to enforce physician compliance with established standards.
Works closely with Physician, Administrative, Consumer Experience and IT leadership to ensure our data driven strategy sustains industry leading Access Performance and Experience for our Patients, Staff, Physicians and other Clinical Providers.
Utilizes leading edge technology to not only drive desired access experience, but also drive down operating cost and drive up revenue via Consumer Loyalty of the diverse communities we serve.
Oversees all operations of Patient Access Services including, but not limited to: Patient Engagement Center, access analytics, customer service, and vendor/technology management.
Partners with administrative and faculty leadership to ensure that effective processes are implemented that enhance the patient and provider experience
Champions efforts to support the highest levels of customer experience, access, and satisfaction.
Collaborates with IT in the design, adoption, and optimization of access-related tools and technology, such as: Epic optimization, referring provider portals, provider on-call systems, call center systems, and capacity management tools.
Leads initiatives that help standardize clinical and operational policies, procedures, and workflows. Creates and implements strategic plans focusing on process improvement, upgrades to data sharing and automation.
Develops and coordinates regular Patient access center adherence reporting and leadership dashboards and monitors metrics related to patient access, quality, patient experience, process improvement, employee engagement, and provider satisfaction.

Other information:

10+ years of progressive Access Center experience, proven success in the health care industry and broad knowledge of modern technologies and trends in the contact center industry. Preferred: Access center leadership experience with an Academic Medical Center. Contact center leadership experience in best in class industries like Retail, Financial Services and Technology.

Call Center governing body credentials preferred. Material training/experience with EPIC scheduling, revenue cycle, and patient portal applications. Experience/knowledge with Conversational AI and telephony platforms like Avammo and Cisco.

Perks & Benefits At Froedtert Health

Froedtert Health Offers a variety of perks & benefits to staff, depending on your role you may be eligible for the following:

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.

Froedtert Health

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