AVP, Access & Engagement Center

Nemours is seeking an AVP Access and Engagement Center. The Nemours Access & Engagement Center is a highvolume enterprise contact center responsible for appointment scheduling clinical escalation call routing and general information requests serving as a critical gateway to care for patients and families. The AVP Access & Engagement Center is a highly visible and influential leader responsible for shaping and executing the enterprise strategy of the Access & Engagement Center in close partnership with senior leaders.

This role collaborates with leadership to define strategic priorities operating models and longterm vision for patient access and engagement while owning endtoend performance outcomes for the organization. The AVP provides executive oversight across all Access & Engagement Center functions ensuring alignment between strategy infrastructure operations and frontline execution to deliver highquality efficient and patientcentered access to care.

As a highly collaborative leader the AVP partners across clinical operational digital financial and enterprise teams to drive integrated solutions manage risk and adapt quickly to evolving organizational needs. Through strong leadership and performance accountability the AVP reinforces Nemours core values of continuous improvement respect for people and consistent patient and employee experience among Access & Engagement Center associates.

Qualifications:

• Bachelors Degree in Business Administration or related field or any equivalent combination of education training and experience in addition to the experience stated below.

• 5 years of progressive management experience required

• Demonstrated leadership communication mentoring customer service and excellent interpersonal skills required along with experience in working with multi-disciplinary groups.

• Strong analytic and decision-making abilities.

• Able to work effectively at all levels in an organization.

• Exceptional communication skills written verbal and listening

Essential Functions:

1. Promotes a culture of continuous improvement respect for people and patientcentered service by empowering teams to identify and solve problems engaging with staff across all parts of the Access & Engagement Center and placing a focus on daily improvement.
2. Provides strategic people leadership for Access & Engagement Centersetting clear expectations building team capability and ensuring consistent execution of hiring onboarding development performance evaluation and accountability practices in alignment with Nemours policies and standards of behavior.
3. Owns operational readiness across the Access & Engagement Center by ensuring people processes technology and infrastructure are aligned and prepared to meet current and future access demands. This includes overseeing readiness for volume fluctuations new initiatives system enhancements regulatory changes and evolving models of care while maintaining consistent performance quality and patient experience outcomes across the enterprise.
4. Owns overall performance outcomes for the Access & Engagement Center including access referral conversion quality patient experience productivity and workforce engagement and regulatory compliance.
5. Leverages enterprise data and analytics to guide decisionmaking evaluate performance trends manage risk and identify opportunities to improve access efficiency and patient outcomes.
6. Owns innovation and futurestate planning effortsby providing input on emerging technologies analytics capabilities and operational best practices relevant to contact center infrastructure.
7. Owns team employee engagement retention and leadership development outcomes creating an environment that promotes inclusion accountability and professional growth. Uses engagement data feedback and observation to guide leadership development strategies and strengthen team culture and performance.
8. Collaborates extensively with senior and enterprise leadersacross clinical operations IT finance digital and patient experience to ensure access infrastructure supports organizationwide goals and integrated care delivery.