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Vice President, Customer Experience
Legacy Health
Vice President, Customer Experience The VP, Customer Experience, leads Legacy’s consumer-centric strategies and is responsible for leading Legacy’s transformation into a consumer-focused enterprise. This VP leads Legacy in designing, measuring, and continuously improving an extraordinary consumer experience across the enterprise in all care settings. He/she works collaboratively with other senior leaders to develop and execute consumer driven strategies and ensure a persistent focus on the consumer in everything we do. The position will also work collaboratively with our health plan partner in identifying and executing customer delight strategies for new and existing members.
Legacy Health, the largest nonprofit, community-owned health system serving the Portland-Vancouver area and the mid-Willamette Valley, seeks to improve our community by helping people live healthier and better lives. To support good health, Legacy provides a range of services not found in any other single system: multiple hospitals, a children’s hospital, primary and urgent care, and complete medical specialties. We partner with many groups to build a healthier community for all. Plus, we value diversity and innovation as we look for ways to improve health care and create a legacy of health for all. Legacy Health has six hospitals with dedicated children’s care at Randall Children’s Hospital at Legacy Emanuel, more than 70 primary care, specialty and urgent care clinics, nearly 3,000 doctors and providers, almost 13,500 employees, plus lab, research and hospice, and a partnership with PacificSource health plan.
Education: Master’s degree or higher in marketing, business, analytics, research, health care, or a related field strongly preferred (or additional years of professional experience)
Experience: Minimum of 10 years of management experience developing and executing consumer experience strategies required. Proven ability to identify and define consumer needs in a high-touch service setting. Experience outside of healthcare preferred but not required. Broad understanding and knowledge of the healthcare industry (health plan and/or healthcare delivery) is required. Demonstrated knowledge and experience with human-centered design tools and methodology. Experience leading consumer analytics, using quantitative and qualitative data to inform strategy and goals. Demonstrated knowledge and experience with customer service with a diversity, equity and inclusion lens. Visionary and innovative leader who identifies and explores new opportunities and inspires others to do the same. Proven ability to lead change and proven success through influence and collaboration with people at various levels and across organizational boundaries.
LEADING AT LEGACY Demonstrates the ability to act consistently with Legacy’s Values in Action, exemplifies our core organizational values, and exhibits the leadership competencies outlined in Leading at Legacy.
Equal Opportunity Employer/Vet/Disabled Apply Here
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