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As a faith-based organization, it is the intention of AdventHealth to identify and employ executive leaders who are professionally competent and who provide leadership that is consistent with our mission. It is required that the candidate serve the mission of Extending the Healing Ministry of Christ and demonstrate proficiency in the AdventHealth executive leadership competencies.
We are currently seeking qualified candidates for a VP, Consumer Quality Experience position located at our headquarters in Altamonte Springs, Florida.
The VP of Consumer Quality Experience (CQE) leads the corporate consumer experience center and care advocacy program for the company and ensure that our strategies and execution result in lifelong, trusting relationships between consumers and AdventHealth. The VP will lead a team that ensures the quality of all contact center experiences across the organization and that the experiences are delivering on our brand promise. The VP will also lead a team that delivers a digital service to keep our promise to consumers to be available to meet their needs and requests and simplify their healthcare journey whenever possible. The role will promote and sustain the continual advancement of consumer tools, techniques, and strategies, as well as actively contribute to a consumer centric culture. The VP collaborates extensively with market and corporate colleagues, key internal and external stakeholders, to gain insights and perspective, and deliver intelligent, highly customized solutions.
PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:
Provide leadership to the executive director of the corporate consumer experience center, the executive director of care advocacy and the medical director for consumer quality experience, while identifying and developing top-potential individuals who can fill the succession planning needs of the company in the future.
Develop high quality business strategies and plans ensuring their alignment with short-term initiatives and long-term aspirations
Seek opportunities to maximize consumer value and financial and market growth for AH
Review financial and non-financial reports to devise solutions or improvements
Maintain positive relationships with market and corporate leadership as a trusted advisor and expert in consumerism
Analyze opportunities to optimize consumer promise work and provide solutions to ensure we are delivering unique consumer benefit and growing revenue/market share
Maintain a deep knowledge of the changing healthcare market and adjacent industry competitors
Ensure technology for digital services is operationalized and optimized in concert with AIT
Define, track and report on operational and customer success metrics
Chair the system-wide telephony committee meetings and participate in various consumer, and quality improvement committees for the organization
Ensure clinical quality measures, workflows, escalation plans, and reporting are in place and are regularly producing optimal clinical results
Ensure a standard and unified brand experience throughout all consumer interactions with agents and advocates
Provide new consumer-centric ideas and perspective to traditional healthcare operations
KNOWLEDGE AND SKILLS:
Ability to manage influence through persuasion, negotiation, and consensus building
Strong empathy for customers AND passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models
Analytical and problem-solving skills
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills
Experience interacting with C-level executives to understand their needs and build solutions
Experience in developing successful consumer centric strategies
Strong understanding of performance management principles
Experience with successful consumer contact center(s)
Experience with successful digital service platform(s)
EDUCATION, LICENSURE, EXPERIENCE REQUIRED:
Bachelor’s degree in business, marketing, communications, computer science, healthcare administration, finance, experience design, or related field
Five (5) or more years of senior leadership experience
Education, Licensure, Experience Preferred:
MBA/MSc/MA in business administration or relevant field
10 or more years of senior leadership experience
5 or more years of healthcare experience
3 or more years of experience design experience
5+ years’ experience in leading customer-facing organizations
If this position sounds like a great match for your skills set and experience, please apply online now!
At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.