Director Consumer Telephone Initiatives

The Director, Consumer Telephone Initiatives, reporting directly to the Executive Director Consumer Initiatives, Physician Enterprise, is responsible for providing director level leadership that delivers a seamless, consumer centric experience throughout the AdventHealth Medical Group. The position has significant impact on the overarching goals of increasing consumer loyalty, access, and network integrity. This role is highly visible, interacting with senior executives in the medical groups and on the consumer teams. Leads the development, change management, training, implementation, optimization, and sustainment of initiatives to ensure patients who call AdventHealth Medical Group receive what they need every time. The position is a change agent and champion that ensures alignment across all medical groups and works in partnership with AdventHealth's key executives and leaders such as AIT, care navigation, consumer strategy, consumer experience center, medical group operations, and others to influence future growth and viability. The position is an influencer that partners collaboratively with AHMG CEO, CMOs, COOs and Vice Presidents and their teams.

The value you will bring to the team: Collaborates with medical group executives to ensure alignment and support for consumer initiatives. Monitors and analyzes consumer data to understand stakeholder motivations and to determine overall performance of consumer initiatives. Collaborates with training team and instructional design team to create trainings required to support consumer pilots and scaling of consumer initiatives. Supports the development, pilot launch and implementation of consumer centric care models Contributes to and follows robust standards for effective delivery of consumer experience initiatives, ensuring consistency in communication. Drives engagement and visibility into corporate and division consumer experience initiatives, supporting implementation needs for operations activations. Ensures compliance with regulatory and legal requirements related to consumer initiatives. Collaborates with IT and other departments to drive innovation and technology integration to enhance consumer care models. Engages in continuous improvement efforts to enhance the effectiveness and efficiency of consumer initiatives. Communicates regularly with stakeholders to provide updates and gather feedback on consumer initiatives. Develops and implements consumer initiatives across all medical groups. Other duties as assigned.

The expertise and experiences you'll need to succeed: Bachelor's Degree 5+ Leadership Experience Strategic, empirical, and inquisitive thinker capable of leading change. Intelligent, creative, and motivated; analytical thinker with ability to synthesize and communicate complex information; information seeker; ability to think outside of the box. Ability to use business strategy practices and processes, legal and regulatory/compliance requirements and the ability to gather and evaluate data and outcome results to assist medical groups in developing and implementing their plans. Strong written and verbal communication skills. Able to effectively express ideas and views through public speaking, presentations, reports, and professional correspondence. Ability to communicate effectively with all types of audiences. Strong interpersonal skills with ability to be a strong influencer, team player, consensus builder, persuasive presenter with ability to "sell" ideas and concepts to key stakeholder, ability to work well with others using tact and diplomacy and must be comfortable managing conflict. Capable of delivering a high level of customer service to internal customers and external strategic partners. Strong organizational skills and the flexibility to adjust to changing conditions of the position. Must be able to multi-task in a fast-paced work environment, excel under tight deadlines and able to remain calm under high-pressure situations. Strong project management experience with a results-oriented focus and attention to detail. Strong computer skills with solid working knowledge of Microsoft Office, Word, PowerPoint and Excel. Must be able to conduct themselves in a professional manor, hardworking and ethical. Preferred Qualifications: Master's Degree

• Provides director level leadership that delivers a seamless, consumer centric experience throughout the AdventHealth Medical Group.
• Leads the development, change management, training, implementation, optimization, and sustainment of initiatives to ensure patients who call AdventHealth Medical Group receive what they need every time.
• Ensures alignment across all medical groups and works in partnership with AdventHealth's key executives and leaders such as AIT, care navigation, consumer strategy, consumer experience center, medical group operations, and others to influence future growth and viability.
• Partners collaboratively with AHMG CEO, CMOs, COOs and Vice Presidents and their teams.
• Collaborates with medical group executives to ensure alignment and support for consumer initiatives.
• Monitors and analyzes consumer data to understand stakeholder motivations and to determine overall performance of consumer initiatives.
• Collaborates with training team and instructional design team to create trainings required to support consumer pilots and scaling of consumer initiatives.
• Supports the development, pilot launch and implementation of consumer centric care models
• Contributes to and follows robust standards for effective delivery of consumer experience initiatives, ensuring consistency in communication.
• Drives engagement and visibility into corporate and division consumer experience initiatives, supporting implementation needs for operations activations.
• Ensures compliance with regulatory and legal requirements related to consumer initiatives.
• Collaborates with IT and other departments to drive innovation and technology integration to enhance consumer care models.
• Engages in continuous improvement efforts to enhance the effectiveness and efficiency of consumer initiatives.
• Communicates regularly with stakeholders to provide updates and gather feedback on consumer initiatives.
• Develops and implements consumer initiatives across all medical groups.
• Other duties as assigned.

• Strategic, empirical, and inquisitive thinker capable of leading change.
• Intelligent, creative, and motivated; analytical thinker with ability to synthesize and communicate complex information; information seeker; ability to think outside of the box.
• Ability to use business strategy practices and processes, legal and regulatory/compliance requirements and the ability to gather and evaluate data and outcome results to assist medical groups in developing and implementing their plans.
• Strong written and verbal communication skills. Able to effectively express ideas and views through public speaking, presentations, reports, and professional correspondence. Ability to communicate effectively with all types of audiences.
• Strong interpersonal skills with ability to be a strong influencer, team player, consensus builder, persuasive presenter with ability to "sell" ideas and concepts to key stakeholder, ability to work well with others using tact and diplomacy and must be comfortable managing conflict. Capable of delivering a high level of customer service to internal customers and external strategic partners.
• Strong organizational skills and the flexibility to adjust to changing conditions of the position. Must be able to multi-task in a fast-paced work environment, excel under tight deadlines and able to remain calm under high-pressure situations. Strong project management experience with a results-oriented focus and attention to detail.
• Strong computer skills with solid working knowledge of Microsoft Office, Word, PowerPoint and Excel.
• Must be able to conduct themselves in a professional manor, hardworking and ethical.

• Benefits from Day One
• Career Development
• Whole Person Wellbeing Resources
• Mental Health Resources and Support

Hospitals, medical centers and facilities need more than physicians, nurses and specialists delivering care to our patients. A truly successful health care organization needs a thoughtful, dedicated, steady and experienced team working behind the scenes to make sure communities around the country receive the health care they need. If you’ve also been interested in working in the health care field but aren’t a health care provider, a corporate career at AdventHealth may just be the perfect fit. We’re a faith-based health care organization headquartered in Altamonte Springs, Florida. As a national leader in quality, safety and patient satisfaction, our 92,000 team members maintain a long tradition of whole-person health by caring for the physical, emotional and spiritual needs of every patient. Start your journey with a health care career at AdventHealth Corporate. Every day, our fellow team members show up to work, unified by one shared mission: Extending the Healing Ministry of Jesus Christ. As a faith-based health care organization, our story is one of hope as we strive to heal and restore the body, mind and spirit. Though our facilities are spread across the country, this unwavering belief binds us together. Across every office, exam and patient room, we're committed to providing individualized, holistic care. This is our Christian mission, and it inspires us to help make communities healthier and happier. All the benefits and perks you need for you and your family: Benefits from Day One Career Development Whole Person Wellbeing Resources Mental Health Resources and Support