Director of Experience Delivery Activation at AdventHealth

Date Posted: 1/3/2022


Job Snapshot

  • Job Schedule
  • Date Posted:
  • Job ID:
  • Job Family
    Patient Experience
  • Shift
    1 - Day

Job Description


Director of Experience Delivery Activation | AdventHealth Corporate

Location Address: 9439 Forest City Cove, Altamonte Springs, FL 32714

Top Reasons to Work at AdventHealth Corporate

  • Great benefits
  • Day 1 Health Insurance Coverage
  • Career growth and advancement potential

Work Hours/Shift:

  • Full-Time, Monday – Friday

You Will Be Responsible For:

  • Maintains direct engagement and visibility into all consumer experience initiatives being solutioned, assessing deployment needs and planning system/market activations. Provides an integrated/holistic view across projects and activations assigned and/or impacting assigned activations and organizational changes in order to influence portfolio timing, project deliverable timing and execution.
  • Working closely with VP and other experience delivery colleagues, plans delivery strategy for new initiatives for deployment across AdventHealth, with overall responsibility for smooth activations. Responsible for end-to-end activation design, providing strategic advice, tactical support, risk identification, escalation, and mitigation.
  • Leads the design and deployment of a consistent and reliable consumer experience delivery ownership model that leverages and streamlines former ownership models between system and markets, ensuring clarity in ownership roles and responsibilities related to activation and sustainment of all consumer initiatives. Monitors ongoing effectiveness of ownership model, making adjustments as needed to ensure effective communication channels and accountability.
  • Cultivates strong partnerships with market consumer, operational and clinical leaders, with a strong presence in the markets.  Actively engages with market leaders to ensure a solid knowledge of current workload and priorities across our markets that may intersect with or impact the success of consumer experience activations.  Understands all markets, strategically grasping varying needs and organizational structure.  Elevates concerns or potential gaps to VP, as needed.
  • Regularly engages with the consumer experience solutioning team, consumer operations, and business owners on new initiatives during build and/or pilots, strategically timed to enable development of the most robust deployment plans.
  • Develops system-wide and market level deployment plans for major consumer initiatives, socializes and negotiates approach with markets, and leads effective execution of those plans.  Leads initiative activation meetings and other forums, as needed, depending on initiative to ensure successful go live.
  • Organizes and activates training partnered closely with Director Experience Learning and market leaders.
  • Leads and develops change and communication strategies for all initiatives activated from consumer experience delivery, effectively communicating with markets and senior leadership.  Oversees the Consumer Experience Delivery Connect site, with robust access to pertinent information and resources.
  • In close partnership with the Consumer PgMO team, maintains connectivity with the strategy and transformation office related to market activation timelines, project plans, and implementation metrics.
  • Maintains visibility into all education, cultural, sustainment and improvement activity being worked in experience delivery.  Examples include, but are not limited to, culture/process work around The Whole Care Experience, EPIC EMR consumer facing process, experience of care performance improvement and consulting.  Paints a wholistic picture of all efforts that intersect with our markets for full awareness for VP and governance structure.
  • Actively identifies potential project topics for full solutioning and/or performance improvement/consulting, in interactions with markets.

What You Will Need:

Education and Experience Required:

  • Master’s degree in Healthcare or Related Field
  • Minimum ten (10) years of healthcare related experience with progressive roles
  • Five (5) years of experience in a healthcare leadership position with demonstrated skills in team building, goal achievement, successful project management, education and consulting.

Licensure, Certification or Registration Required:

  • Change Management Certification

Knowledge and Skills Required:

  • Strong leadership skillset with demonstrated experience in building matrixed partnerships to achieve results
  • High competency in project management, working in a fast-paced and complex environment
  • Strong group facilitation, change management and consultant skillsets
  • Big picture thinker, with ability to navigate the detail when needed
  • Excellent verbal and written communication skills…able to develop effective and succinct presentations
  • Strong public presentation skills, with a demonstrated track record of speaking
  • Experience in change management and communication strategy development
  • Attention to detail, ability to lead, organize and work on multiple initiatives/projects without compromising work
  • Ability to navigate a variety of consumer initiative omni-channel topics with confidence, leveraging own or others expertise where appropriate
  • Deep knowledge of what impacts consumer/patient experience in healthcare, or comparable consumer experience knowledge from other industries
  • Ability to establish and maintain strong relationships; Ability to quickly build relationships and diplomatically negotiate common approach; Ability to interact with all levels of management; Ability to work collaboratively and individually to achieve stated goals
  • Ability to tell a great story – bringing audiences along so that ideas, concepts, and projects can move forward
  • Self-directed with excellent team building skills
  • Proficiency in Microsoft Office Suite

Job Summary:

The Director Experience Delivery Activation is responsible for complete oversight and organization of consumer experience initiative deployments across AdventHealth markets. The Director actively leads in major consumer focused connected network aspiration experience initiatives, developing system and market level deployment plans to ensure smooth and effective activation. This includes the responsibility for developing and executing the strategy for change management, stakeholder assessment and engagement, and change communication needed to support the organizational objectives aligned with all consumer initiatives. This role partners with consumer experience colleagues, business owners and market leaders, to ensure that every initiative deployed to markets follows approved methods for delivery, with workplans that address all needed components

Working with the VP, this Director is instrumental in the governance process for experience delivery, establishing and maintaining standards for effective deployment interactions with markets that yield successful outcomes.  This role partners with markets in a way that ensures a keen awareness of workload saturation in each market, balancing this with efforts coming out of the corporate consumer team, and escalating concerns to senior leadership, as needed.  This role is responsible for establishing a consistent and effective market ownership and engagement model and leveraging that approved model to partner deeply with market consumer leads to ensure timely deployment and handoff.  The Director effectively partners with business owners, market consumer, operational and clinical leaders, leading activation meetings, and timely go lives in the best customized manner for the initiative at hand. This role has up to 50% required travel, due to extensive market partnership work.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

Location | Organization | Category | Job Function