AMITA Health seeks a Vice President, Consumer Experience, who will be responsible for leading the organization-wide efforts to accelerate changes and improvements in the health system processes, policies, practices and outcomes so AMITA Health becomes the best place to give and receive care. This individual will be responsible for planning, organizing, directing and controlling projects, programs, education and change initiatives to achieve a consumer experience-centered mission.
The Vice President, Consumer Experience will report to the Chief Business Transformation Officer of AMITA Health and be responsible for serving as the primary resource to health system and hospital leadership to ensure understanding and commitment to the principles of consumer experience throughout the organization.
In addition, the Vice President, Consumer Experience, will:
Ensure that consumer experience is considered in critical organizational initiatives by overseeing the integration of consumer experience, including quality and patient safety, performance improvement, medical operations, patient access, nursing, and human resources. The goal of this integration effort is to create an organizational culture and standard of care that builds upon excellent clinical outcomes, improves patient satisfaction, increases employee engagement and retention, and ultimately strengthens AMITA’s reputation in the community.
Develop and support organization-wide consumer experience strategies that improve and enhance access throughout the system. These strategies must address all aspects of the experience including clinical care, physical environment,aswellasemotional and spiritual needs of patients, families and employees and access including ambulatory and digital health.
Standardize infrastructure to execute consumer experience strategy at the organizational and operational unit level.
Develop an infrastructure to identify and share sustainable best practices in consumer experience throughout the organization.
Oversee the operations of consumer experience data reporting and internal education about consumer satisfaction surveys.
Analyze data to monitor real-time feedback trends, prioritize efforts and launch improvement.
Ensure local accountability for satisfaction scores.
Determine the appropriate vendor(s) to capture the voice of the consumer.
Provide oversight and coordination to ensure collaboration and support.
Coordinate and facilitate the integration of improvement efforts targeting patient experience, patient/family-centered care, and workplace of choice outcomes.
Lead and facilitate the development and deployment of physician initiatives to integrate patient, family and visitor needs into clinical practice in collaboration with physician leaders. Ensure the integration of such efforts with related health system efforts.
Partner with Human Resources to:
Improve the employee experience and help drive engagement programs as a necessary corollary to improved consumer experience.
Ensure the consistent application of standard service behaviors.
Ensure compliance with national grievance regulations to ensure a consistent approach to patient advocacy and customer service and to influence and model local accountability and ownership of the consumer experience.
Develop and recommend the budgets for the areas managed. Manage activities to assure financial goals are met.
Coordinate the assignment of tasks and help resolve technical and operational problems. Evaluate the impact of solutions to ensure goals are achieved.
Provide effective direction, guidance, and leadership over the staff for effective teamwork and motivation and foster the effective integration of efforts with system-wide initiatives.
Encourage and support diverse views and approaches, creating an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients and visitors.
Participate in strategies to enhance and improve physician communications to strengthen the service orientation among physicians and identify specific communication skills needed for effective, empathetic communication with consumers.
Provide consultation and project management expertise to leadership and staff on priority issues affecting consumer experience and related activities.
Provide program leadership for the development, deployment and monitoring of service excellence and related educational offerings for staff, leadership and physicians.
Serve as an educational resource on service, organizational effectiveness, CQI, patient and family-centered care and related topics.
AMITA Health is one of the largest health systems in Illinois, including 19 hospitals, more than 20 immediate care centers, 230 ambulatory sites and an extensive physician provider network of more than 7,000 hospital-affiliated physicians. The AMITA Health Medical Group consists of more than 900 multi-specialty employed physicians and associate practitioners, ranking it among the largest regional medical groups. Together, with the system’s associates, AMITA Health works to achieve its mission, which is to extend the healing ministry of Jesus by delivering the most efficient, highest quality, faith-based care possible. Headquartered in Lisle, IL, AMITA Health has earned numerous accolades for quality, patient safety and clinical expertise from respected authorities such as U.S. News & World Report, The Leapfrog Group and BlueCross®BlueShield® of Illinois.
AMITA Health was founded in February of 2015 as a joint operating company formed by Adventist Midwest Health, part of Adventist Health System in Altamonte Springs, Florida, and Alexian Brothers Health System, a subsidiary of St. Louis, Missouri-based Ascension. In February of 2018, Chicago-based Presence Health was acquired by Ascension and became part of AMITA Health, creating today’s $4 billion health system. The AMITA Health Board of Directors consists of four members of the Adventist Health System and four members of the Ascension Health System.
Reimagining AMITA Health
AMITA Health is in a period of major growth and there is a recognition that during this period of evolution the organization must be innovative in order to succeed in a consumer-facing/retail-oriented healthcare environment. The clear objective is to coordinate care and improve access in a way that best meets the needs of the communities served by AMITA Health.
AMITA Health has developed new corporate headquarters in Lisle Illinois, which is located in the western suburbs of Chicago, 25 miles from downtown. The health system also has corporate offices in The Loop which is the central business district of downtown Chicago.
Chicago is the third-most populous city in the United States with over 2.7 million residents. Positioned along Lake Michigan, the city is an international hub for finance, commerce, industry, technology, telecommunications, and transportation. Chicago was the second most visited city in the United States with 55 million domestic and international visitors, behind the estimated 62.8 million tourists to New York City in 2017. Landmarks in the city include Millennium Park, Navy Pier, the Magnificent Mile, the Art Institute of Chicago, Museum Campus, the Willis (Sears) Tower, the Museum of Science and Industry, and Lincoln Park Zoo. Chicago's culture includes the visual arts, literature, film, theater (especially improvisational comedy), food, and music, particularly jazz, blues, soul, hip-hop, gospel, and house music. There are many colleges and universities in the Chicago area, of which the University of Chicago, Northwestern University, and the University of Illinois at Chicago are classified as "highest research" doctoral universities.
Chicago’s western suburbs are the perfect place to enjoy life outside the busy streets of Chicago. Communities such as Naperville, Hinsdale, Oak Brook, and the dozens of similar towns surrounding western Chicago offer residents terrific school systems, great home values, and a top-notch, comfortable living environment. In addition, traveling to Chicago’s western suburbs couldn’t be easier, as major highways such as I-290 and I-55 provide a direct shot to many of these top-rated suburban communities. One of the best features about living in Chicago’s western suburbs is the tremendous entertainment destinations suited for the entire family. The Brookfield Zoo, one of the largest zoos in the country, houses nearly 3,000 animals and is among one of the top tourist attractions in the entire Chicagoland region. Other hotspots covering the western suburbs include the DuPage County Children’s Museum, Zanies Comedy Club in St. Charles, and the seemingly countless number of golf courses strewn throughout the western portion of Illinois.
Please direct all inquiries, applications, and referrals to:
Internal Number: 3695
About Phillips DiPisa on behalf of AMITA Health
Phillips DiPisa is a retained executive search firm serving the healthcare and life sciences industries. Ranked as one of the top healthcare recruiting firms in the country, Phillips DiPisa is known for being Leaders in Recruiting Leaders by its growing base of clients across the country, drawing on a national pool of candidates.