Director, Access Operations Performance

Title: Director Access Operations Performance Woodland Prime Menomonee Falls

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

Job Description:

Discover. Achieve. Succeed. #BeHere

This job is HYBRID

FTE: 1.00

Standard Hours: 40.00 > 1st shift hours

Position Summary

The Director of Access Operations Performance provides strategic and operational leadership for the core enablement functions that sustain a high-performing, patient-centered access ecosystem across an academic health system. This role oversees workforce management, quality assurance, training and onboarding, telephony architecture, and access service standards, -ensuring access operations are scalable, reliable, and consistently executed across centralized and decentralized teams.

This role partners closely with the Director, Strategic Access Programs to translate enterprise access strategy, transformation initiatives, and new operating models into sustainable operational capabilities. To establish enterprise standards that are consistently achievable across diverse clinical and operational needs also requires robust and creative collaboration with Access Operations leaders, Clinical and Ambulatory Leadership, IT, HR, and Quality. This role plays a critical leadership function in advancing access strategy, improving patient experience, supporting staff performance, and ensuring readiness for growth, change, and innovation.

Together, these roles ensure that access innovations are designed with operational feasibility in mind and are implemented with the infrastructure, standards, and support required for long-term success.

EXPERIENCE DESCRIPTION:

• A minimum of 7 years of progressive leadership experience in healthcare access, contact center operations, ambulatory operations, or related support functions is required.
• Demonstrated experience leading workforce management, quality, training, and/or technology enablement functions at scale.
• A minimum of 5 years leadership experience, with at least three years experience leading healthcare scheduling operations or call centers.
• Experience leading leaders required.
• A minimum of 7 years of multi-channel contact center management or healthcare/medical office management strongly preferred.
• Experience within an academic health system or large integrated delivery system is preferred.
• Familiarity with telephony platforms, access analytics, and performance management tools, preferred.
• Proven ability to lead through influence, standardize where appropriate, and navigate decentralized environments is preferred.

EDUCATION DESCRIPTION:

• A Bachelor's degree in healthcare administration, business, operations, or related field is required.
• A Master's Degree in business or a healthcare related field is preferred.

TRAINING DESCRIPTION:

• Patient Access Collaborative certification in Access Center Management, preferred.
• Call Center governing body credentials is preferred.

SPECIAL SKILLS DESCRIPTION:

• Systems thinking and strategic ability to lead others through change and execution. 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 utilizing and interpreting data.
• Proven coaching skills that can impact and influence various levels of leadership is preferred.
• Knowledge of medical terminology and Epic, preferred.

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.