Details Department: Consumer and Patient Experience Schedule: Full-Time, Day shift. Monday - Friday Location: Based in Warren, MI with travel to sites in Detroit, Kalamazoo, Saginaw, and Grand Blanc Township MI Benefits Paid time off (PTO) Various health insurance options & wellness plans Retirement benefits including employer match plans Long-term & short-term disability Employee assistance programs (EAP) Parental leave & adoption assistance Tuition reimbursement Ways to give back to your community *Please note, benefits and benefits eligibility can vary by position, exclusions may apply for some roles (for example: PRN, Short-Term Option, etc.). Actual compensation offer will vary based upon role, education, experience, location, and qualifications. Connect with your Talent Advisor for additional specifics. Responsibilities Serves as a key leader within the Ascension Consumer and Patient Experience (CX) organization. The Michigan Consumer and Patient Experience Director provides in-market leadership, at the executive level, to deliver the Ascension Strategic Plan priorities and expected outcomes with a targeted focus on deploying the national CX vision and goals in each market. This role is helping lead the critical connection between our national strategy and market-level operations. Lead and operationalize Ascension Consumer Experience (CX) strategy in the market. Provide leadership for a friction-free access experience by providing insights partnering with Contact Center and operations leaders. Deploy listening posts to capture Voice of the Customer (VOC) for insights and prioritized actions for experience excellence including but not limited to real time feedback and Patient and Family Advisory Council (PFACs). Lead people enablement workstreams to ensure all Ascension Associates and partners who engage with our patients flourish and deliver differentiated experiences through personalized, compassionate care and lead as the Market SME for best practices and service standards for an exceptional consumer and patient experience. Provide in-market education, tools, and resources to best deliver on our brand promise of compassionate personalized care and leads market reviews and collaborates with Ministry Wide Function partners for ensure restorative spaces necessary for an exceptional experience. Ensure an inclusive experience that allows for full and equitable experience encounters and drives post-encounter engagement with consumer-friendly education. Lead systems and solutions for service recovery throughout all aspects of the consumer and patient journey - including Pre/During/Post visits and leads insights and communication for our experience data ecosystem, translating VOC data into value added actions. Requirements Education: High School diploma equivalency with 5 years of applicable cumulative job specific experience required, with 2 of those years being in leadership/management OR Associate's degree/Bachelor's degree with 3 years of applicable cumulative job specific experience required, with 2 of those years being in leadership/management. Additional Preferences Bachelor's degree strongly preferred, Master's degree a plus! 5 years of leadership experience strongly preferred Strong business acumen with the ability to drive change in a large, complex organization with matrix reporting relationships. Excellent organizational and communication skills with an ability to prioritize multiple demands and projects. Why Join Our Team Ascension Michigan operates 16 hospitals and more than 300 related healthcare facilities that together employ nearly 23,000 compassionate associates. When you join our care teams, you join a team dedicated to providing spiritually centered, holistic care which sustains and improves the health of the communities we serve throughout Michigan. Ascension is a leading non-profit, faith-based national health system made up of over 150,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states. Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you. Equal Employment Opportunity Employer Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws. For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster. As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension. Pay Non-Discrimination Notice Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants. This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information. E-Verify
Education: High School diploma equivalency with 5 years of applicable cumulative job specific experience required, with 2 of those years being in leadership/management OR Associate's degree/Bachelor's degree with 3 years of applicable cumulative job specific experience required, with 2 of those years being in leadership/management.
Serves as a key leader within the Ascension Consumer and Patient Experience (CX) organization. The Michigan Consumer and Patient Experience Director provides in-market leadership, at the executive level, to deliver the Ascension Strategic Plan priorities and expected outcomes with a targeted focus on deploying the national CX vision and goals in each market. This role is helping lead the critical connection between our national strategy and market-level operations. Lead and operationalize Ascension Consumer Experience (CX) strategy in the market. Provide leadership for a friction-free access experience by providing insights partnering with Contact Center and operations leaders. Deploy listening posts to capture Voice of the Customer (VOC) for insights and prioritized actions for experience excellence including but not limited to real time feedback and Patient and Family Advisory Council (PFACs). Lead people enablement workstreams to ensure all Ascension Associates and partners who engage with our patients flourish and deliver differentiated experiences through personalized, compassionate care and lead as the Market SME for best practices and service standards for an exceptional consumer and patient experience. Provide in-market education, tools, and resources to best deliver on our brand promise of compassionate personalized care and leads market reviews and collaborates with Ministry Wide Function partners for ensure restorative spaces necessary for an exceptional experience. Ensure an inclusive experience that allows for full and equitable experience encounters and drives post-encounter engagement with consumer-friendly education. Lead systems and solutions for service recovery throughout all aspects of the consumer and patient journey - including Pre/During/Post visits and leads insights and communication for our experience data ecosystem, translating VOC data into value added actions.