Melissa Vander Weert

Lead enterprise contact center operations supporting clinical (RN triage) and non-clinical patient access services within a large, integrated health system.

• Direct operations for a 24/7 enterprise contact center supporting 100+ FTEs across clinical and non-clinical teams, managing patient access, triage, and care navigation services at scale
• Own performance outcomes across service level, access, and patient experience metrics through workforce optimization, real-time management, and standardized operating models
• Led achievement of URAC Health Contact Center Accreditation, establishing enterprise quality, safety, and compliance standards
• Spearhead enterprise telephony transformation (Amtelco Genesis), including vendor strategy, future-state design, and operational readiness for enhanced routing, analytics, and scalability
• Drive cross-functional alignment with physicians, clinic leadership, IT, and executives to improve patient access, throughput, and care delivery efficiency
• Implement KPI-driven performance management frameworks, improving operational consistency, workforce productivity, and service reliability
• Lead development of AI-enabled quality assurance initiatives, piloting automation to enhance call evaluation accuracy, scalability, and coaching effectiveness
• Partner with IT and analytics teams to integrate technology solutions with clinical workflows, supporting long-term digital access strategy

Directed large-scale, multi-site contact center operations supporting enterprise patient access across 400+ service lines.

• Led enterprise contact center operations supporting clinical and non-clinical programs including triage, virtual visits, patient placement, discharge outreach, and after-hours services
• Managed $2M+ operating budget, optimizing labor, vendor contracts, and technology investments to improve cost efficiency and performance outcomes
• Oversaw multi-site operations and integration of acquired contact center, standardizing workflows and scaling operations across the system
• Led onboarding and expansion of new service lines, enabling scalable growth and improved access to care
• Partnered with executive leadership and finance to align operational strategy with organizational goals and financial targets
• Directed telephony and technology enhancements to improve routing, reporting, and patient experience
• Established standardized workflows and performance expectations, reducing variability and improving system-wide consistency

• Optimized workforce models, staffing strategies, and productivity targets to improve service levels and cost alignment
• Supported expansion of remote workforce capabilities, enhancing operational resilience and scalability
• Partnered with leadership on strategic planning and execution of operational initiatives
• Drove performance improvements through coaching, engagement, and accountability frameworks

• Managed daily operations supporting after-hours patient access for multiple practices
• Led staffing, onboarding, and training to improve workforce readiness and performance
• Supported telephony system implementation and operational adoption

• Managed high-volume patient interactions including scheduling, triage routing, and service recovery
• Supported program implementation, quality initiatives, and operational improvements