JOB REQUIREMENTS: Discover. Achieve. Succeed. #BeHere Location: US:WI:MENOMONEE FALLS at our WOODLAND PRIME 400 facility. This job is HYBRID. FTE: 1.000000 Shift: Shift 1 Job Summary: The Patient Engagement Center Director of Operations has overall administrative responsibility for the organization, direction, and management of the Froedtert & MCW Patient Engagement Center along with long-term strategic planning. The Director establishes and maintains policies and procedures to ensure compliance and consistency that supports excellent and positive patient experiences. This role manages, leads, and inspires Patient Engagement Center staff and collaborates with hospital and ambulatory operations leadership. The Director is accountable for all activities related to workflows, performance data, and overall management of the operations and cross-functional areas to maximize call efficiency, optimize the consumer (patient, family, referring provider) experience, and encourage strong internal provider partnerships. EXPERIENCE DESCRIPTION: Minimum of 5 years of leadership experience in a call center required. 7+ years of multi-channel contact center management or healthcare/medical office management strongly preferred. EDUCATION DESCRIPTION: Bachelor\'s Degree required. In lieu of degree, an additional 4 years of experience may be considered. Master\'s Degree in business or a healthcare related field preferred. TRAINING DESCRIPTION: Call Center governing body credentials preferred.SPECIAL SKILLS DESCRIPTION: 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 both managers and other Froedtert & MCW departmental leaders 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. 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 pr ***** APPLICATION INSTRUCTIONS: Apply Online: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjE1NTQ2Ljg3NzBAZnJvZWR0ZXJ0Y29tcC5hcGxpdHJhay5jb20