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Aspirus Health · 1 day ago

Vice President, System Patient Service Center (Contact Center)

Wausau, WI

Full-time

Onsite

Director/Executive

10+ years exp

Aspirus Health is a nonprofit, community-directed health system based in Wausau, Wisconsin. They are seeking a Vice President for the System Patient Service Center to provide strategic vision and leadership for their contact center operations, ensuring alignment with organizational goals for patient experience and operational excellence.

Health CareHome Health CareNon ProfitOncology

Responsibilities

Provides strategic vision, leadership, and oversight for the enterprise-wide Access & Referral and Nurse Contact Center operations

Establishes the long-term strategic and operational direction of the Patient Service Center

Leads efforts to standardize processes, deploy enabling technology, and improve systemwide patient flow and satisfaction

Provides system-wide leadership for Aspirus’ patient service center strategy, performance, and capability development

Qualification

Health administrationOperational managementStrategic planningPatient access operationsEpic EHR systemsTelephony platformsRevenue cycle managementEmployee developmentOrganizational leadershipCommunication skillsProblem-solving skillsRelationship-building

Required

Knowledge of administrative practices normally acquired through completion of a Bachelor's Degree in health-related field or business administration required

Completion of Master's degree in Health or Business Required

Professional development courses in health care management

Ten years' experience in health administration including at least five years in direct ambulatory clinic administration/operations strongly preferred

Reports directly to the SVP- Ambulatory Services & President - Aspirus Medical Group

Supervises and oversees the activities of regional administrators, managers and director level leaders

Serves as system-level leader influencing the strategic direction of all patient communication center functions within Aspirus, ensuring scalability, interoperability, and consistency across sites and service lines

Demonstrated expertise in organizational leadership, health planning, and operational management across multi-site healthcare environments

Skilled in strategic planning, program implementation, employee development, and fiscal management, with a focus on measurable outcomes

Exceptional relationship-building, communication, and problem-solving skills to lead cross-functional initiatives and manage organizational change

Highly organized and results-oriented, with the ability to set priorities, delegate effectively, and ensure accountability across diverse teams

Demonstrates initiative, judgment, discretion, and decision-making aligned with organizational mission and objectives

Knowledge of patient access operations, revenue cycle management principles, and front-end financial clearance processes (e.g., scheduling, registration, insurance verification, authorization, and point-of-service collections)

Understanding of patient and client satisfaction drivers, patient experience metrics, and service recovery best practices within healthcare access environments

Ability to integrate patient access and satisfaction strategies into operational workflows to improve quality, reduce denials, and enhance the overall patient experience

Proficiency in Epic EHR systems, telephony/contact-center platforms, and Microsoft applications (e.g, Word, Excel, Outlook)