Details
- Department : Executive Administration
- Schedule : Full Time Days
- Hospital : Ascension, St. Vincent's Health System
- Location : Birmingham, AL
Benefits
Paid time off (PTO)
Various health insurance options & wellness plans
Retirement benefits including employer match plans
Long-term & short-term disability
Employee assistance programs (EAP)
Parental leave & adoption assistance
Tuition reimbursement
Ways to give back to your community
Please note, benefits and benefits eligibility can vary by position, exclusions may apply for some roles (for example : Travel, PRN, Short-Term Option, etc.
Actual compensation offer will vary based upon role, education, experience, location, and qualifications. Connect with your Talent Advisor for additional specifics.
Responsibilities
Responsible for delivering the priorities and expected outcomes with a targeted focus on deploying the national Consumer Experience (CX) vision and goals in each market.
Lead the critical connection between the national strategy and market-level operations driving market level accountability for all functions across the entire consumer and patient journey.
Work in a highly matrixed organization, with close connection to the market leadership as well as the National CX organization.
Provide market subject matter expertise regarding best practices and service standards for an exceptional consumer and patient experience.
Partner with the Contact Center and operations leaders.
Collect Voice of the Customer (VOC) insights and prioritize actions for experience excellence including real time feedback for review with the Patient and Family Advisory Council (PFACs).
Drive post-encounter engagement with consumer-friendly education. Lead systems and solutions for service recovery throughout all aspects of the consumer and patient journey.
Lead the enablement workstreams to ensure all associates and partners deliver differentiated experiences through personalized, compassionate care.
Provide in-market education, tools and resources to best deliver the brand promise of compassionate personalized care.
- Ensure an inclusive experience that allows for full and equitable experience encounters.
- Lead market reviews and collaborate with local partners to ensure restorative spaces necessary for an exceptional experience.
- Provide insights and communication for the experience data ecosystem, translating VOC data into value added actions.
Requirements
Education :
- High School diploma equivalency with 5 years of applicable cumulative job specific experience required, with 2 of those years being in leadership / management OR Associate's degree / Bachelor's degree with 3 years of applicable cumulative job specific experience required, with 2 of those years being in leadership / management.
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