Director-Call Center Office of Access Management
About The Position
The OAM team serves as the gateway for patient access. The Director of Office of Access Management – MCHS Call Center optimizes these access pathways enabling patients to seamlessly navigate their healthcare journey through methods that represent patients’ individualized preferences. This leader drives a culture of innovation and leverages current and emerging technologies as well as data analytics to continuously transform the access space in ways that lead the healthcare industry, while utilizing insights from other industries. This leader provides technical expertise and solves complex problems through systems thinking, ensuring optimal performance and alignment with MCHS CPC and EOAM organizational and health system strategic goals. Develop, implement, and sustain a long-term vision for the Contact Center that advances innovation, operational efficiency, and a patient- and customer-focused service model. Partner with executive and departmental leaders to align Contact Center strategy, priorities, and performance with organizational and agency-wide goals. Proactively develops contact center strategies governing scheduling, call handling, and patient experience with the goal of improving patient, physician and key stakeholder satisfaction and increasing efficiency through process optimization and automation. Establishes departmental goals and targets that govern efficiency, productivity, and quality, and tracks and reports on departmental achievement leveraging industry benchmarks and best practices. Fosters strong relationships inside and outside of Mayo Clinic and creates partnerships with clinical and business areas to develop a deep understanding of the clinical practice and work areas. Maintains in-depth knowledge of existing systems, tools and approaches available while identifying new tends and reimagining workflows as new technologies emerge. Is able to manage large operational projects independently, and delegates responsibilities and directs team members in these activities. Coordinates and leads implementation efforts and provides assistance in implementing proposals across multiple organizational boundaries. Creates test plans and evaluates current plans for improvement. Is a values-driven leader and role models service excellence while mentoring and developing team members. Demonstrates the ability to clearly articulate the strategic direction of the department, is an effective communicator with the ability to influence, and actively promotes positive and collaborative relationships while leading teams through change. Some travel to Mayo Clinic Health System sites beyond incumbent's home/physical location is required. Visa sponsorship is not available for this position. Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.
Responsibilities
- Optimize patient access pathways.
- Drive a culture of innovation.
- Leverage technologies and data analytics.
- Provide technical expertise and solve complex problems.
- Develop and implement a long-term vision for the Contact Center.
- Partner with executive and departmental leaders.
- Develop contact center strategies for scheduling, call handling, and patient experience.
- Establish departmental goals and targets.
- Foster strong relationships inside and outside of Mayo Clinic.
- Maintain in-depth knowledge of existing systems and tools.
- Manage large operational projects independently.
- Coordinate and lead implementation efforts.
- Create test plans and evaluate current plans for improvement.
- Mentor and develop team members.
- Communicate the strategic direction of the department.
- Promote positive and collaborative relationships.
- Lead teams through change.
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What This Job Offers
Career Level
Director
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
