Todd Frady is the director of patient access talent management, training, and quality for Johns Hopkins Health System. His responsibilities include developing an integrated contact center representing 20 different specialties and Johns Hopkins Community Physicians. In 2020, Frady’s team received both the prestigious
Training Magazine’s Top 100 Award and the Association of Talent Development’s Excellence in Practice Award. The award in the customer service category recognized how Frady’s team integrated talent management strategies in the Johns Hopkins Patient Access. Also that year, his team received three Best Practice Awards from the Patient Access Symposium, which represents US-based academic medical institutions. Frady’s team was the only team recognized in 2020. Previous awards include the Patient Access Symposium Award for Excellence, the Corporate University Best-In-Class award, and the Lakewood Publications Award for outstanding performance in training. He has also been a speaker in numerous venues, including the 2020 Virtual Call Center Conference for the Patient Access Symposium, the 2021 TechLearn conference, and AMGA’s conference regarding best practices in talent management.
Frady is a graduate of Creighton University with a degree in psychology and holds master’s degrees from the University of Nebraska in industrial/organizational psychology and the National Intelligence University in strategic intelligence. He held several tactical and strategic positions as an Army officer in military intelligence and was both airborne and air assault qualified. He consults and provides advice for Johns Hopkins to both international and US-based health systems in the areas of leadership, employee engagement, quality, and training.