Summary

General Summary:

Under the general supervision of the Senior Vice President and Chief Quality Officer, the Vice President, Chief Customer and Experience Officer is a key strategic position responsible for the design, implementation, and leadership of WellSpan Health’s approach to ensuring an exceptional personalized human experience for every person that interacts with WellSpan Health at every touch point in the customer journey. The successful candidate will have worked in highly matrixed organizations, leading in-person and digital customer experience, driving culture change, evaluating new business opportunities and startup companies focused on driving innovations in healthcare, and using Lean methodology to eliminate friction points for team members and healthcare consumers.

Duties And Responsibilities

Works with senior leadership of the organization to establish key partnerships and responsibilities including establishing metrics for defining relationships with customers.

Influences cross-company agreement on how to deliver greatest value to customers.

Establishes and creates accountability for developing partnerships to drive cross-company data and metrics to track interactions with customers in partnership.

Develops a common approach and process for driving experience work across the organization.

Oversees and provides direct supervision for the WSH Patient Experience Team including managing vendor relationships, growing real time patient feedback, and helping to achieve WSH 2025 Vision.

Partners with WSH VPs of Diversity, Equity and Inclusion, Community Health, and Quality & Safety to help lead WSH’s Equity Steering Committee to advance the program and ensure exceptional care for all.

Is a key partner and works closely to the WSH’s Chief Innovation and Marketing Officer to ensure that we are meeting WSH brand promise to provide exceptional personalized care.

Is a key thought partner and works closely with the WSH Patient Access team and others to ensure personalized experience during scheduling, billing and other administrative touchpoints.

Partners with WSH VPs of Organizational Learning and Communications to transform the culture to an organization capable of providing personalized experience.

Partners with WSH entity and regional leaders along with the WSH Lean Center of Excellence team to drive cultural change and measurable increases in patient experience scores (inpatient and medical outpatient clinics) and Net Promotor Score.

Identifies trends and makes recommendations or changes to existing programs to reflect WSH needs.

continuous improvement that values learning and a commitment to overall WSH experience.

Qualifications

Minimum Education: Master’s Degree

Minimum Experience: 10 or more years in strategy, customer experience or related experience.

Preferred Experience: Experience as an executive in a complex and matrixed organization

Note: Other combinations of formal education, training and experience may be considered.

WellSpan Health

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Vice President, Chief Customer & Experience Officer