Director Consumer Strategy and Engagement WFD

AdventHealth - Tampa, FL

Full-time - Senior

Tampa, FL

Ambulatory Health Care Services

About the position

The Director, Consumer Strategy and Engagement, reporting directly to the Chief Consumer Officer, is responsible for providing leadership that delivers a seamless, consumer centric experience across acute, non-acute and post-acute care environments throughout the Division. The position has significant impact on the overarching goals of increasing consumer loyalty and network integrity. The position develops the vision, organizational and financial plan, and provides divisional strategic oversight on the long and short-term strategies that unify and connect all network nodes and patient access points to achieve brand loyalty and preference, business volume and market share growth, competitive advantage, market relevance and sustainability through strategic consumer engagement and connectivity, experience delivery, performance monitoring, consumer listening, and development of a culture of hospitality. Manages organizational, business, financial and strategic goals, as well as the related metrics to ensure alignment with the AdventHealth Division business plan. The position is a strategic change agent and champion for the continuum of care that ensures divisional alignment and works in partnership with AdventHealth's key executives and leaders such as AIT, care navigation, consumer strategy, consumer experience center and others to influence future growth and viability. The position is an influencer that partners collaboratively with Division SEO's, CEO's and Vice Presidents as well as key patient access/connection points, including but not limited to: acute care, urgent care, express care, virtual care, employed physician group, imaging, lab, ambulatory surgery centers, physical therapy, home care, home infusion and skilled nursing facilities to achieve consumer loyalty and network integrity.

Responsibilities

• Manages an organizational structure that strategically and operationally supports the consumer experience management model.
• Leverages divisional, system and national partnerships to drive the consumer objectives of the Division.
• Effectively works in a collaborative decision-making approach with the acute care, non-acute care and post-acute care service organizational structures to execute the consumer strategy and identify areas of opportunity to continually improve the consumer experience.
• Develops, implements and manages a seamless patient access, navigation, and care transition model across the Division.
• Coordinates the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touchpoints.
• Develops and consistently delivers in partnership with operations an immersive consumer experience across the full continuum of care.

Requirements

• Bachelor's degree in business or healthcare.
• A minimum of 8 years of relevant leadership experience in hospital operations, physician practice operations, clinical operations, business development, physician strategy, sales management or general management.
• Working knowledge of physician strategies, sales strategies, technology/data interfaces, acute and ambulatory medical record management, and patient flow in a medical environment.
• Must have experience managing a team for results.

Benefits

• Paid Days Off from Day One
• Student Loan Repayment Program
• Career Development
• Whole Person Wellbeing Resources
• Mental Health Resources and Support