Executive Director-System Nursing Call Center

IU Health • Indianapolis, IN

3h

About The Position

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our leadership team in the role of Executive Director, System Nursing Call Center.
As the leader, you will provide visionary, enterprise-level leadership for centralized clinical access and triage infrastructure supporting patients and care teams across the health system. Leads the strategic design, execution, and continuous improvement of the system-wide nursing call center to ensure seamless navigation, high‑quality clinical triage, and an exceptional experience for patients and providers across all service lines. Establish a unified operating framework that standardizes workflows, elevates performance, and ensures clinical excellence across multiple service domains. Experience utilizing digital innovation, data-driven insights, and human-centered design to advance access strategies, reduce operational friction, and strengthen clinical capacity while fostering a culture of empathy, accountability, and continuous improvement. Aligns stakeholders across ambulatory, specialty, after-hours, and integrated care environments to build scalable, sustainable models that meet organizational goals and regulatory expectations. Through strategic direction, leadership development, and disciplined operational oversight, ensures the nursing call center consistently delivers safe, high‑quality, patient‑centered care at scale.
Key Relationships
Reports to: Vice President – Chief Advanced Practice and Nurse Officer
Candidate Qualifications
Candidates for the position will be evaluated according to the following criteria and competencies.
Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states.
IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.
Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.

Requirements

• Master's Degree is required.
• Requires 10 plus years of relevant experience.
• Requires 4 years of people leader experience.
• Requires an active Registered Nurse (RN) license in the state of Indiana or an active Nurse Licensure Compact (NLC) RN license.
• Requires experience managing multiple complex projects and stakeholders in matrixed organizations.
• Requires a demonstrated ability to lead culture change, quality improvement, and operations.
• Requires a proven ability to develop, coach, and retain high-performing teams.

Nice To Haves

• Experience in healthcare access operations, physician office workflows, and/or hospital service areas is preferred.
• Requires demonstrated success driving consumer or hospitality-grade service experiences.
• Expertise in artificial intelligence, digital channel adoption, omnichannel contact strategies, and modern workforce management is preferred.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive