VP- SYSTEM PATIENT SERVICE CENTER - NURSING CONTACT CENTER

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VP- SYSTEM PATIENT SERVICE CENTER - NURSING CONTACT CENTER

• Category: Management
• Location: Wausau, WI
• Job Schedule: FULLTIME
• Job Number: 97587

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Compassion. Accountability. Collaboration. Foresight. Joy.

These are the Aspirus Core Values; and we are looking for the BEST around to join us as we demonstrate those values Every. Single. Day.

Aspirus Health in Wausau, WI is seeking a VP - SYSTEM PATIENT SERVICE CENTER to join our NURSING CONTACT CENTER team!

The Vice President (VP), System Patient Service Center (PSC), provides strategic vision, leadership, and oversight for the enterprise-wide Access & Referral and Nurse Contact Center operations of Aspirus Health. This position will initially oversee these two core services, with an evolving scope that may include integration of additional areas. The VP provides system-wide leadership for contact center strategy, performance, and capability development, ensuring consistent application of quality assurance (QA), workforce management (WFM), training and technology-enabled optimization across Aspirus entities such as AWH Customer Care, Hospital Information, and other patient communication centers The VP establishes the long-term strategic and operational direction of the Patient Service Center, ensuring alignment with organizational goals for patient experience, access optimization, and financial performance. Working closely with system and regional leaders- including hospital operations, ambulatory services, IT, and physician practice management-the VP leads efforts to standardize processes, deploy enabling technology, and improve systemwide patient flow and satisfaction. This position serves as a member of the Aspirus Medical Group Executive Leadership Team reporting directly to the SVP- Ambulatory Services & President - Aspirus Medical Group and collaborating across entities to drive operational excellence and continuous improvement. The VP provides system-wide leadership for Aspirus' patient service center strategy, performance, and capability development, ensuring consistent application of quality assurance (QA), workforce management (WFM), and technology-enabled optimization across Aspirus entities.

Experience/Qualifications

• 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).

Employee Benefits

• Full benefits packages available for part- and full-time status.
• PTO accrual from day one!
• Generous retirement plan with match available.
• Wellness program for employees and their families.

Our Mission: We heal people, promote health and strengthen communities.

Our Vision: Aspirus is a catalyst for creating healthy, thriving communities, trusted and engaged above all others.

As an Aspirus team, we demonstrate caring, we plan to impact the future, work with happiness and enthusiasm, recognize our power to make a difference and improve the health of our communities.

Aspirus Health is a nonprofit, community-directed health system based in Wausau, Wisconsin, serving northeastern Minnesota, northern and central Wisconsin and the Upper Peninsula of Michigan. The health system operates 18 hospitals and 130 outpatient locations with nearly 14,000 team members, including 1,300 employed physicians and advanced practice clinicians. For more information visit aspirus.org.

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