Title: Director Access Operations Performance Woodland Prime Menomonee Falls Location: US:WI: MENOMONEE FALLS at our WOODLAND PRIME 400 facility. Job Description: Discover. Achieve. Succeed. #BeHere This job is HYBRID FTE: 1.00 Standard Hours: 40.00 > 1st shift hours Position Summary The Director of Access Operations Performance provides strategic and operational leadership for the core enablement functions that sustain a high-performing, patient-centered access ecosystem across an academic health system. This role oversees workforce management, quality assurance, training and onboarding, telephony architecture, and access service standards, -ensuring access operations are scalable, reliable, and consistently executed across centralized and decentralized teams. This role partners closely with the Director, Strategic Access Programs to translate enterprise access strategy, transformation initiatives, and new operating models into sustainable operational capabilities. To establish enterprise standards that are consistently achievable across diverse clinical and operational needs also requires robust and creative collaboration with Access Operations leaders, Clinical and Ambulatory Leadership, IT, HR, and Quality. This role plays a critical leadership function in advancing access strategy, improving patient experience, supporting staff performance, and ensuring readiness for growth, change, and innovation. Together, these roles ensure that access innovations are designed with operational feasibility in mind and are implemented with the infrastructure, standards, and support required for long-term success. EXPERIENCE DESCRIPTION: - A minimum of 7 years of progressive leadership experience in healthcare access, contact center operations, ambulatory operations, or related support functions is required. - Demonstrated experience leading workforce management, quality, training, and/or technology enablement functions at scale. - A minimum of 5 years leadership experience, with at least three years experience leading healthcare scheduling operations or call centers. - Experience leading leaders required. - A minimum of 7 years of multi-channel contact center management or healthcare/medical office management strongly preferred. - Experience within an academic health system or large integrated delivery system is preferred. - Familiarity with telephony platforms, access analytics, and performance management tools, preferred. - Proven ability to lead through influence, standardize where appropriate, and navigate decentralized environments is preferred. EDUCATION DESCRIPTION: - A Bachelor's degree in healthcare administration, business, operations, or related field is required. - A Master's Degree in business or a healthcare related field is preferred. TRAINING DESCRIPTION: - Patient Access Collaborative certification in Access Center Management, preferred. - Call Center governing body credentials is preferred. SPECIAL SKILLS DESCRIPTION: - Systems thinking and strategic ability to lead others through change and execution. Knowledge of technical, business, consultation, project management, and cultural awareness. - Customer focus, building trust, communication, critical thinking, and influencing skills. - Expert communication skills, oral and written required. - Proven ability to multi-task. - Proven ability to mentor other managerial leadership. - Strong proactive organizational skills. - Excellent customer service skills. - Proficient in Microsoft Outlook , Word and Excel. - Prior experience utilizing and interpreting data. - Proven coaching skills that can impact and influence various levels of leadership is preferred. - Knowledge of medical terminology and Epic, preferred. Perks & Benefits at Froedtert Health Froedtert Health Offers a variety of perks & benefits to staff, depending on your role you may be eligible for the following: - Paid time off - Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities - Academic Partnership with the Medical College of Wisconsin - Referral bonuses - Retirement plan - 403b - Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics - Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available The Froedtert & the Medical College of Wisconsin regional health network is a partnership between Froedtert Health and the Medical College of Wisconsin supporting a shared mission of patient care, innovation, medical research and education. Our health network operates eastern Wisconsin's only academic medical center and adult Level I Trauma center engaged in thousands of clinical trials and studies. The Froedtert & MCW health network, which includes ten hospitals, nearly 2,000 physicians and more than 45 health centers and clinics draw patients from throughout the Midwest and the nation.

Sr. Director, Digital Clinical Experience The Sr. Director, Product Customer Experience leads and advances the organization’s platforms that support the full care journey across medical clinics, physician practices, and hospital systems. This role oversees patient and provider portal ecosystems, clinical system integrations (including EMR/EHR), and guides a cross‑functional UX team. They are responsible for ensuring that digital tools deliver seamless, intuitive, and highly impactful experiences for clinicians, staff, and patients in real-world care settings. This leader partners closely with Clinical Operations, IT, Product, Compliance, and Physician Leadership to translate clinical workflows and user needs into digital solutions that improve efficiency, access, and patient outcomes at scale. Responsibilities Digital Strategy & Leadership - Develop and evolve the digital vision, roadmap, and execution plan for patient and provider experiences across clinics, practices, and hospital departments. - Ensure digital initiatives support care delivery goals, regulatory requirements, and clinical usability standards. - Serve as a champion for user-centered clinical design, accessibility, and workflow optimization. - Align customer experience strategy with organizational goals around patient engagement, clinician efficiency, operational performance, and quality-of-care outcomes. Product & Platform Ownership - Lead the development and enhancement of paper and digital portals for patients, clinicians, and administrative staff—ensuring secure, intuitive, and role‑appropriate access to clinical information, results, scheduling, and communication tools. - Drive EMR/EHR integration strategy to support frictionless workflows, order management, result routing, interoperability, and clinical documentation needs. - Collaborate with product, engineering, and clinical IT teams to ensure platform scalability, reliability, and regulatory compliance. - Ensure all ordering and resulting platforms support multi-site clinical operations and hospital-level complexity. Team & Cross-Functional Leadership - Manage and mentor a high-performing team of UX designers, digital product managers, EMR integrations managers and service delivery staff. - Build a culture of innovation, collaboration, and accountability across the digital experience team. - Maintain consistent digital standards and experience quality across all clinical digital platforms. - Partner closely with clinical leaders, administrators, technology vendors, and compliance stakeholders to ensure alignment and adoption. - Work with Legal, Regulatory, and IT Security to uphold privacy, safety, and healthcare compliance standards. User Experience & Design - Use clinical workflow observations, patient feedback, and digital analytics to enhance usability, accessibility, and satisfaction among patients, physicians, nurses, and support staff. - Drive continuous improvement initiatives grounded in data, user research, and clinical best practices. - Monitor performance metrics and demonstrate ROI for digital clinical initiatives, including workflow efficiency and patient engagement outcomes. Qualifications - 10+ years of experience in customer facing product management, UX leadership, or digital platform ownership, with at least 3 years in a senior leadership role. - Bachelor’s degree in a related field; a graduate degree in Healthcare IT, Health Informatics, or a related discipline is preferred. - Significant experience working directly with medical clinics, physician practices, or hospital systems, including familiarity with clinical workflows and front-line care delivery. - Proven success designing or overseeing patient portals, provider tools, or EMR/EHR-integrated systems. - Strong understanding of user-centered design and design system frameworks. - Experience navigating HIPAA, healthcare compliance, and clinical data privacy regulations. - Exceptional communication skills and the ability to influence senior clinical and operational leaders. - Experience with diagnostics, clinical decision support tools, or specialty care workflows (e.g., oncology, genetics, cardiology) is preferred. - Familiarity with secure authentication models, consent management, and healthcare digital identity is a plus. Applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder) We take geographic location into account when determining base salary to ensure equitable and competitive compensation. EEO We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. In hiring and all other employment decisions, we prohibit discrimination and harassment on the basis of any protected characteristic, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs. #LI-KO1, #DigitalHealth #UXLeadership #HealthcareInnovation #HealthTech #PatientExperience #ProviderExperience #EMRIntegration #DigitalStrategy #SrDirector #HealthcareTechnology #ClinicalUX #EHR #HealthInformatics #HealthcareIT #UXLeadership #ClinicalSystems

Remote Care Coordination Representative Summary of Position: The Care Coordination Representative is responsible for completing tasks related to assigned Care Coordination services (CCS) / Health Information Management (HIM) service. CCS services include e-Filing (electronic filing), order and referral management, insurance verifications, prior authorizations, and completing patient medical forms. The Care Coordination Representative reports directly to the Operations Supervisor. This position may be onsite, hybrid and/or remote allowing you to work from your own home office environment. Duties & Responsibilities: • Process assigned tasks with a focus on accuracy, efficiency, and compliance with client protocols • Evaluate medical documents and file them electronically into patient charts • Navigate client electronic health records(EHR)software and internal systems with ease • Ability to handle high volumes of work with high quality and accuracy • Utilize strong data entry and typing skills with ability to move quickly on a keyboard • Crosstrain in multiple EHRs to provide additional team coverage when needed • Follow pre-defined filing processes, and if needed, refer to company internal documentation, or ask your supervisor for assistance in filing the document properly • Understand and utilize assigned clients’ protocols and Service Level Agreement • Track your completed work to log time and transaction counts on an hourly basis or as directed by management • Know the PGLs(Planning Guidelines) or Target Transactions per Hour for the client accounts you are working on • Complete all work as assigned by management • Report to management any reasons for a variance to standard, including all issues preventing or delaying planned job completion, and report any actions taken to resolve • Study and continually reference internal documentation and protocols • Exercise confidentiality concerning the affairs of the business and follow HIPAA guidelines and procedures; report all HIPAA violations, maintain good HIPAA practices • Expected to provide exemplary customer service to all, including external customers, vendors, visitors, coworkers, and management, with clear and effective communication, professionalism, and courtesy while representing the company • Attend any meetings or training as required • Understand and comply with company/client agreed compliance standards • Understands that this role requires specific responsibilities for protecting sensitive data • Perform other duties, as assigned, to ensure effective operation of the department and the Company Minimum Qualifications: • High School Diploma or equivalent required • Experience with health information management concepts, EHRs and/or medical terminology is a plus • Proficient in managing a high-volume, fast-paced environment with accuracy • Intermediate computer skills, including Microsoft Office Suite and the ability to adapt to company-specific software • Capable of efficiently navigating multiple open programs, windows and applications • Strong attention to detail and accuracy • Must be able to perform physical tasks such as sitting, talking, hearing, using hands, reaching, standing, walking, driving, and occasionally lifting up to 25 lbs • Occasional after-hours or weekend work may be required • Ability to fulfill responsibilities in a remote capacity while ensuring access to strong/reliable internet within a designated, secure and private workspace

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary Join Aetna’s Illinois care management team supporting the D‑SNP FIDE (Fully Integrated Dual Eligible Special Needs Plan) population. As a Behavioral Health Field Case Manager, you will deliver person-centered case management through assessment, planning, care coordination, advocacy, and evaluation to achieve quality, cost-effective outcomes. You will collaborate with members, caregivers, providers, and community partners to address the full continuum of care and social determinants of health, conduct telephonic and in-person outreach within the geographic area of the required location, and support transitions of care. Responsibilities include comprehensive biopsychosocial assessments, individualized care plan development, transitions-of-care support, provider and community coordination, crisis response/intervention and follow-up, application of clinical criteria and guidelines, quality of care identification/escalation, case conferencing, documentation and outcomes evaluation in compliance with regulatory/organizational standards, and ongoing monitoring of goals and outcomes. Required Qualifications - Residence: Must reside in/near Cook County IL; Applicable zip codes are 60623, 60624, 60644, or 60804, and be able to travel up to 50-75% of the time within Cook County and surrounding counties for in-person case management activities as needed - 3–5 years direct, post-master’s clinical practice (e.g., hospital, ambulatory, outpatient, community). - 2–3 years care management, discharge planning, and/or home health care coordination. - Proficiency navigating multiple systems, documentation platforms/EMR, and Microsoft 365 (Word, Excel, Outlook, PowerPoint, Teams); able to learn new tools quickly and navigate multiple systems efficiently. - Proven remote/independent work skills with virtual collaboration tools; excellent communication, organizational, and interpersonal abilities. - Solid analytical/problem-solving skills; effective case presentation and collaboration with interdisciplinary teams. - Ability to conduct in-person visits in the community and use motivational interviewing/influencing techniques to drive engagement and behavior change and member-centered coaching. - Accurate documentation and regulatory compliance; efficient keyboarding. Preferred Qualifications - Managed care/utilization review experience. - Crisis intervention experience (assessment, de-escalation, safety planning, referral, and follow-up) and knowledge of escalation pathways/community crisis resources. - Additional experience in care management/discharge planning beyond the minimum requirements. - Experience working with dual-eligible (Medicare/Medicaid) populations and familiarity with Cook County community resources. - Bilingual Spanish/English preferred to best serve the Little Village community. Education - Licensure/Education (must meet one): - Active, unencumbered Illinois BH clinical license - LCSW (Illinois) with a Master’s in Social Work; or - Active, unencumbered Illinois BH clinical license - LCPC (Illinois) with a Master’s in Counseling or a closely related behavioral health field. Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $66,575.00 - $142,576.00 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include: - Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan. - No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. - Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility. For more information, visit https://jobs.cvshealth.com/us/en/benefits We anticipate the application window for this opening will close on: 04/03/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.