Program Assistant

Description

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

UNC Health Nash, an affiliated member of the UNC Health system, invites passionate healthcare professionals to join our esteemed team. Governed locally, we proudly serve a diverse patient base, spanning Nash, Edgecombe, Halifax, Wilson Counties, and beyond. With a steadfast commitment to elevating community health through exceptional care, we prioritize excellence, compassion, and innovation, ensuring every individual receives the highest standard of support. Joining our team means becoming an integral part of our dedication to wellness, where we constantly strive to redefine excellence in healthcare through state-of-the-art facilities and pioneering programs. Join us in this transformative journey, where your contributions will make a lasting impact on our community's health and wellbeing.

Summary:
The System VP Customer Experience Officer & Virtual Care directly supports the Chief Transformation & Experience Officer by defining the system's strategy and point of view related to experience and confirming that the patient and clinician experience is aligned to the system-set point of view. Focused on defining, coordinating, and measuring the overall customer experience, this leader will identify areas of improvement or standardization within system-wide customer interactions to drive high levels of experience, satisfaction, and care. With the Chief Transformation & Experience Officer this position identifies consumer needs and operationalizes plans to meet those needs and increase UNCHCS's competitive advantage in the market. This role will be responsible for physician recruitment and physician outreach and will work to connect the care team and customer experience. This leader will also collaborate with leaders throughout UNCHCS to implement initiatives aimed at elevating and optimizing the customer experience.

Responsibilities:
1. Strategic- Overall responsibility for leading the optimization of the customer experience. Responsible for identifying the roles that other leaders play in delivering on experience goals (e.g., role of Nursing, Revenue Cycle, Marketing) and assuring collaboration to realize broad and systematic alignment and innovation in close partnership with clinicians and other stakeholders. Partners with key internal stakeholders to establish strategic customer experience priorities and drive accountability of elevated customer experience for all customers of UNCHCS. Defines and oversees operational metrics to measure success of customer experience initiatives. Nurtures physician relationships statewide through frequent and tailored outreach, with a dual focus on experience and growth ensuring that they have a positive experiences with UNCHCS and that care access is enhanced. Provides thought leadership for the development and promotion of goal setting and strategy implementation for end-to-end customer experience. Guides brand development to drive loyalty with patients. Coordinates with other leaders to oversee the implementation of the customer experience strategy. Manages research projects for extraordinary company growth and profitability.
2. Operational- Identifies future of work and digital strategies to maximize external and internal customer values, needs, and satisfaction. Monitors implementation of customer improvement strategies across UNCHCS. Interprets industry benchmarking and reporting analysis and recommends adjustments to customer experience strategy accordingly. Collaborates with organizational leaders to design strategic planning education programs aimed at developing growth-minded, customer-focused leaders. Evaluates and elevates the efficacy of customer acquisition marketing campaigns by translating key divisional insights. Oversees market research/intelligence to support strategic planning endeavors with a focus on consumer driven healthcare and measuring the patient and provider experience against system level benchmarks.
3. People Leadership- Serves as the people leader for internal and external customer strategy. Collaborates with other leaders as necessary to drive the development and implementation of innovative customer initiatives.
4. Leading People - Leads people toward meeting the organization's vision, mission, and goals. Provides an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports constructive resolution of conflicts. Encourages workforce engagement by building a commitment to excellence and by promoting the organization's vision internally and externally. Delegates' responsibility clarifies expectations and holds others accountable for achieving results related to their area of responsibility. Leads in a deliberate and predictable way and operates with transparency. Treats sensitive or confidential information appropriately. Develops the ability of others to perform and contribute to the organization by providing ongoing feedback and by providing opportunities to learn through formal and informal methods. Manages and resolves conflicts and disagreements in a constructive manner.
5. Leading Change - Acts as a catalyst for organizational change. Influences others to translate vision into action. Brings about strategic change, both within and outside the organization, to meet organizational goals. Establishes an organizational vision and implements it in a continuously changing environment. Is open to change and new information and rapidly adapts to new information, changing conditions, or unexpected obstacles. Deals effectively with pressure and remains optimistic and persistent, even under adversity. Recovers quickly from setbacks. Formulates objectives and priorities, and implements plans consistent with the long-term interests of the organization. Capitalizes on opportunities and manages risks. Takes a long-term view and builds a shared vision with others.
6. Results Driven - Exceeds organizational goals and customer expectations. Makes decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks. Holds self and others accountable for measurable high-quality, timely, and cost-effective results. Delivers high-quality services and is committed to continuous improvement. Fosters a culture of safe and compassionate patient care. Makes well-informed, timely decisions, even when data are limited or solutions produce unfavorable results. Positions the organization for success by identifying new opportunities and builds the organization by developing and improving services. Leads the budgeting process. Uses cost-benefit thinking to set priorities, monitors expenditures in support of programs and policies, and identifies cost-effective approaches.

NASH

Other information:
Education Requirements:
* Requires a Master's degree in an appropriate discipline.
Licensure/Certification Requirements:
* No licensure or certification required.
Professional Experience Requirements:
* Requires a minimum of twelve (12) years of experience, with at least ten (10) years of people management experience. Holds a deep understanding of a clinical or business function (e.g. Legal, Communications/Marketing, Human Resources, Operations, etc.)
Knowledge/Skills/and Abilities Requirements:
* Understands the overarching System operations and policies that guide the organization. Drives and develops innovative ideas and solutions with significance to the organization's future. Identifies problem areas and skill gaps proactively and addresses them appropriately. Excellent project management and change management skills for designing and implementing high priority System or business group initiatives in a complex environment.

117050597

Legal Employer: Nash Hospitals

Entity: Nash UNC Health Care

Organization Unit: NGH Angiography

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Assignment Type: Onsite

Work Schedule: Day Job

Location of Job: NASH HC

Exempt From Overtime: Exempt: No