Director-Call Center Office of Access Management at Mayo Clinic

Why Mayo Clinic

Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic.

Benefits Highlights

Medical: Multiple plan options.
Dental: Delta Dental or reimbursement account for flexible coverage.
Vision: Affordable plan with national network.
Pre-Tax Savings: HSA and FSAs for eligible expenses.
Retirement: Competitive retirement package to secure your future.

Responsibilities

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.

Qualifications

Bachelor’s degree in management, analytics, business administration, healthcare administration, or health related field and 10 years’ experience, two of which include demonstrated leadership, in a clinical setting with an extensive working knowledge of clinic operations or information technology systems. Master’s degree is preferred.

Operational experience must include demonstrated competency in leadership, management, operations, finance, communication, and change management methodologies.

Exemption Status

Exempt

Compensation Detail

$122,990.40 – $184,579.20 / year

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

Schedule Details

Monday-Friday, 8:00 am – 5:00 pm

Weekend Schedule

No weekends

International Assignment

Site Description

Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the “EOE is the Law”. Mayo Clinic participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee’s Form I-9 to confirm work authorization.

Recruiter

Pam Sivly

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