The Vice-President, Care Experience is responsible for system leadership, design and implementation of strategies that promote a culture of person-centered care and service. The position is responsible for providing leadership that serves to transform the experience of every person, including patients, family members, physicians, nurses and all stakeholders to make this national healthcare system a recognized leader in person-centered care delivery.
In this role, the Vice President coordinates planning and execution of system-wide service excellence that includes: leadership and management of available analytics resources to provide data driven program collection, tracking, and analysis of service excellence interventions and trends to optimize outcomes; creation of a strategic vision for service excellence that spans all clinical settings; communication regarding system progress on all customer service initiatives and coaching of system colleagues to increase the adoption of proven service tools and programs for enhanced customer and partner experience.