Manager of Patient Engagement Center Operations
Froedtert

Job Info

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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:

Manages a total team size of 45-75 frontline team members and 3-5 team supervisors and team leads. Ensures front-line leadership within the Engagement Center has the tools, processes, and alignment to fulfill patient and customer needs. Monitors data to ensure performance of teams are meeting organizational service level agreements and departmental goals. Manages individual and team performance to achieve consistent delivery of exceptional experiences, setting the stage for patient preference and loyalty to Froedtert & The Medical College of Wisconsin. Consistently demonstrates behaviors aligned to the Froedtert & Medical College of Wisconsin Values and customer service standards.

Other information:

EXPERIENCE MINIMUM QUALIFICATIONS

EXPERIENCE REQUIRED: 3 years of experience in a healthcare/medical office setting is required. 2 years leadership experience within a call center is required.

EXPERIENCE PREFERRED: 3 years of multi-channel contact center management or healthcare/medical office management experience preferred.

EDUCATION MINIMUM QUALIFICATIONS

EDUCATION REQUIRED: Bachelor's Degree is required. In lieu of degree, and additional 4+ years of industry experience may be considered.

EDUCATION PREFERRED: Master's Degree in Business or a healthcare related field preferred.

SPECIAL SKILLS MINIMUM QUALIFICATIONS

SPECIAL SKILLS REQUIRED: Expert communication skills, oral and written required. Proven ability to multi-task. Proven ability to mentor other co-workers on job tasks and workflows. Strong proactive organizational skills. Excellent customer service skills. Flexible with positive attitude, prioritizes projects and communicates at all levels with the organization. Strong customer orientation and critical thinking skills. Proficient in Microsoft Outlook, Word and Excel. Knowledge of medical terminology and Epic. Prior experience utilizing and interpreting data.

SPECIAL SKILLS PREFERRED: Proven coaching skills that can impact and influence both front-line agents and leadership.

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.

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