Director, Nurse Contact Center - Call Center

Compassion. Accountability. Collaboration. Foresight. Joy.

These are the Aspirus Core Values; and we are looking for the BEST around to join us as we demonstrate those values Every. Single. Day.

Aspirus Health in WAUSAU, WI is seeking a DIRECTOR- ACCESS & REFERRALS AND NURSE CONTACT CENTER to join our NURSING CONTACT CENTER team!

Under the direction of the Vice President – System Patient Service Center, the Director of Access & Referrals and Nurse Contact Center provides leadership, coordination, and operational oversight for Scheduling & Referrals and the Nurse Contact Center. This position leads the integration and unification of the call centers across WI/MI/MN under ambulatory Leaderhship and supports Aspirus’ strategic plans including overall patient service center growth and development.

The Director is responsible for ensuring operational excellence through standardized workflows, efficient staffing, and achievement of enterprise KPIs for access, quality, and patient experience. The Director partners closely with the Shared Support teams (Quality Assurance, Workforce Management, and Training & Development) to ensure data-driven performance management and continuous improvement.

Experience/Qualifications

• Bachelor’s degree in health-related field or business administration required.
• Master's degree in health or business preferred.
• Ten years’ experience in health administration, including at least five years in direct ambulatory clinic administration/operations, is strongly preferred. Previous experience in health system scheduling practice.
• Strong operational leadership, team development, and project management skills.
• Excellent interpersonal, communication, and change management abilities.
• Proficient in Epic EMR, contact center telephony platforms, Microsoft Office Suite
• Familiarity with patience access, scheduling, referrals, triage, and revenue cycle dependencies.
• Ability to lead through influence across functions and regions.
• Annual competencies as required by Aspirus and/or various regulatory agencies based on entity and/or job position.

Employee Benefits

• Full benefits packages available for part- and full-time status.
• PTO accrual from day one!
• Generous retirement plan with match available.
• Wellness program for employees and their families.

Our Mission : We heal people, promote health and strengthen communities.

Our Vision : Aspirus is a catalyst for creating healthy, thriving communities, trusted and engaged above all others. As an Aspirus team, we demonstrate caring, we plan to impact the future, work with happiness and enthusiasm, recognize our power to make a difference and improve the health of our communities.

Aspirus Health is a nonprofit, community-directed health system based in Wausau, Wisconsin, serving northeastern Minnesota, northern and central Wisconsin and the Upper Peninsula of Michigan. The health system operates 18 hospitals and 130 outpatient locations with nearly 14,000 team members, including 1,300 employed physicians and advanced practice clinicians. For more information visit aspirus.org.

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