Senior Director Patient Engagement Center

**Description** Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines. Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work? **Entity: Clinical Practices of the University of Pennsylvania (CPUP)** **Department: Access Center Administration** **Location: 3535 Market Street** **Hours: Full Time** **Summary:** The Senior Director of the Patient Engagement Center (SDPEC) serves as a senior operational leader, reporting directly to the Associate Vice President. The Senior Director will oversee day-to-day operations across assigned PEC functions - including (e.g., centralized call center operations, scheduling, referrals, omnichannel engagement, or other units) while driving performance, integration, and workforce development to ensure seamless access and exceptional patient experiences. This role partners closely with PEC leadership, clinical and marketing stakeholders, and technology teams to implement enterprise initiatives, monitor KPIs, and foster a culture of accountability and continuous improvement. The (SDPEC) plays a critical role in operationalizing innovative models of care, expanding service integration, and ensuring operational excellence across a complex, multi-entity environment. **Responsibilities:** + Operational Leadership: Lead daily PEC operations within assigned areas, ensuring alignment with enterprise standards for access, efficiency, and service quality. + Performance Management: Monitor KPIs, including patient experience, conversion, efficiency, and leakage reduction. + implement corrective action and continuous improvement strategies. + Workforce Management: Oversee staffing models, training, scheduling, and quality programs to optimize productivity and engagement across large teams. + Entity Integration: Manage onboarding and integration of new practices, service lines, and entities into PEC operations while preserving service excellence and cultural alignment. + Technology & Innovation: Support deployment of AI tools, self-service solutions, automation, and telehealth workflows to advance access and engagement capabilities. + Cross-Functional Collaboration: Partner with clinical, marketing, and IT leaders to align operational execution with growth and patient engagement goals. + Change Leadership: Guide staff through organizational change, fostering adaptability and a culture of collaboration and accountability. + Reporting & Analytics: Leverage real-time data to evaluate performance, identify trends, and drive informed decision-making. **Education or Equivalent Experience:** + Bachelor's Degree (Required). + 7+ years Progressive leadership in healthcare operations, patient access, customer engagement, or comparable environments. Demonstrated success managing large-scale, multi-site teams in a complex organization. Proven ability to implement process improvements, workforce optimization, and technology-enabled solutions. Strong leadership, communication, and change management skills. + Master's Degree (Preferred). + Experience with contact center operations, scheduling, referrals, or omnichannel engagement preferred (Preferred) **Skills & Abilities:** + Demonstrated success managing large-scale, multi-site teams in a complex organization. + Proven ability to implement process improvements, workforce optimization, and technology-enabled solutions + Strong leadership, communication, and change management skills. + Experience with contact center operations, scheduling, referrals, or omnichannel engagement preferred. We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives. Live Your Life's Work We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law. REQNUMBER: 303572

Created: 2026-04-15