AVP, Access & Engagement Center

About the role

The Nemours Access & Engagement Center is a high-volume, 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.

Responsibilities

• Defines strategic priorities, operating models, and long-term vision for patient access and engagement, while owning end-to-end performance outcomes for the organization.
• Collaborates with leadership to provide executive oversight across all Access & Engagement Center functions, ensuring alignment between strategy, infrastructure, operations, and frontline execution to deliver high-quality, efficient, and patient-centered access to care.
• Promotes a culture of continuous improvement, respect for people, and patient-centered service by empowering teams to identify and solve problems, engaging with staff across all parts of the Access & Engagement Center, and focusing on daily improvement.
• Provides strategic people leadership for Access & Engagement Center, setting 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.
• Owes 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, including 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.
• Owes overall performance outcomes for the Access & Engagement Center, including access, referral conversion, quality, patient experience, productivity and workforce engagement, and regulatory compliance.
• Leverages enterprise data and analytics to guide decision-making, evaluate performance trends, manage risk, and identify opportunities to improve access, efficiency, and patient outcomes.
• Owns innovation and future-state planning efforts by providing input on emerging technologies, analytics capabilities, and operational best practices relevant to contact center infrastructure.
• 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.
• Collaborates extensively with senior and enterprise leaders across clinical operations, IT, finance, digital, and patient experience to ensure access infrastructure supports organization-wide goals and integrated care delivery.

Qualifications

• Bachelor's 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.