VP- SYSTEM PATIENT EXPERIENCE & CONSUMERISM

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VP- SYSTEM PATIENT EXPERIENCE & CONSUMERISM

• Category: Management
• Location: Wausau, WI
• Job Schedule: FULLTIME
• Job Number: 91179

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Compassion. Accountability. Collaboration. Foresight. Joy.

These are the Aspirus Core Values; and we are looking for the BEST around to join us as we demonstrate those values Every. Single. Day.

Aspirus Health in WAUSAU, WI is seeking a VP- SYSTEM PATIENT EXPERIENCE & CONSUMERISM to join our SERVICE LINE MANAGEMENT OFFICE team!

The Vice President - Patient Experience & Consumerism (VP – PX) is accountable for providing strategic leadership, direction and implementing the vision and strategy for the Aspirus Health System to ensure an exceptional brand experience for all patients and visitors.

The VP – PX enhances and continually improves the overall experience and customer loyalty of patients and their families through enhancing and working with the Aspirus hospitals and clinics to redesignthe current Aspirus care model. The scope of accountability includes overseeing and understanding how Aspirus is preparing for a consumer-driven market, focusing special attention to improving access, multimodal care strategies, cost and price transparency, simplifying and automating the scheduling process. The VP -PX leverages technology to create a frictionless process for patients to schedule appointments and consult with physicians via telehealth platforms. Responsible for creating programs that support a stronger patient-system bond, enabling Aspirus to create new value. This requires a comprehensive understanding of market conditions, as well as the operational, financial, and quality components and how they impact the patient experience and consumerism. Emanating from the development of a quantifiable methodology for defining and monitoring the key indicators of successful patient experience, will work to define, develop, and implement all of the necessary structures, relationships, and resources needed to achieve the strategic goals of Aspirus, Inc. through the attainment of immediate, near-term and long-term patient experience goals. Has direct reports as appropriate but must be comfortable and proficient working in a matrix management structure, as the current staffing configuration includes matrixed reporting of Patient Experience Champions from each Business Unit. Leads and coordinates a wide variety of administrative, fiscal, clinical, and technical activities to ensure attainment of goals and objectives.

The position oversees the effective implementation of service improvement strategies, including use of best practices, patient interfacing technology, innovative care delivery initiatives, leadership and staff education programs, employee engagement strategies and patient/family-centered initiatives. Collaboration with all levels of organization, from senior leadership to service lines, physicians, front-line caregivers and other functional areas such as marketing, business intelligence, learning organizational development, continuous quality improvement, and clinical informatics to improve and align strategies around service excellence is essential to success.

Experience/Qualifications

• Knowledge of administrative practices and procedures normally acquired through completion of a Bachelor’s Degree in health-related field or business administration required. Completion of a master’s degree in Health or Business desired. Professional development courses in health care management.
• Ten years’ experience in healthcare administration or customer service and consumerism focused industry.
• Reports directly to the SVP - Service Lines, Patient Experience & Post-Acute Care.
• Knowledge of the purposes, organization, and policies of the community’s health systems sufficient to interact with other health care providers.
• Knowledge in leadership skills, program and service implementation, and strategic planning.
• Knowledge of the principles and practices of employee development sufficient to ensure organizational productivity.
• Knowledge of computer programs and applications.
• Knowledge of finance and accounting principles sufficient to analyze and interpret results and recommend new or additional practices in financial and accounting matters.
• Skill in exercising a high degree of initiative, judgment, discretion, and decision-making to achieve organizational objectives.
• Skill in analyzing situations accurately and taking effective actions.
• Skill in establishing and maintaining effective working relationships with employees, policy-making bodies, third-party payers, patients, and the public.
• Skill in organizing work, making assignments and achieving goals and objectives.
• Skill in exercising judgment and discretion in developing, applying, interpreting, and coordinating departmental policies and procedures.
• Ability to assume responsibility and exercise authority over assigned work functions.
• Ability to establish and maintain quality control standards.
• Ability to organize and integrate organization priorities and deadlines.
• Ability to prepare comprehensive reports
• Annual competencies as required by Aspirus and/or various regulatory agencies based on entity and/or job position.

Employee Benefits

• Full benefits packages available for part- and full-time status.
• PTO accrual from day one!
• Generous retirement plan with match available.
• Wellness program for employees and their families.

Our Mission: We heal people, promote health and strengthen communities.

Our Vision: Aspirus is a catalyst for creating healthy, thriving communities, trusted and engaged above all others.

As an Aspirus team, we demonstrate caring, we plan to impact the future, work with happiness and enthusiasm, recognize our power to make a difference and improve the health of our communities.

Aspirus Health is a nonprofit, community-directed health system based in Wausau, Wisconsin, serving northeastern Minnesota, northern and central Wisconsin and the Upper Peninsula of Michigan. The health system operates 18 hospitals and 130 outpatient locations with nearly 14,000 team members, including 1,300 employed physicians and advanced practice clinicians. For more information visit aspirus.org.

Click here to learn more.