Downers Grove, IL

ABOUT ADVOCATE AURORA HEALTH CARE:

Advocate Health System and Aurora Health System are now Advocate Aurora Health Care. One shared purpose brought us together. Now, as one of the 10 largest not-for-profit, integrated health systems in the United States, our combined strength and stability drives us forward.

With our dynamically inclusive workforce and strong connections to the places where we live and work, we'll touch more lives and contribute to stronger and more vibrant communities.

• 70,000 Team Members
• 22,000 Nurses
• 3,300 Employed Physicians
• 4,800 Aligned Physician Partners

Transforming Care:

We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence.

Primary Purpose

Responsible for system consumer growth, acquisition and care coordination strategy, direction and collaboration in alignment with the overall mission of Advocate Aurora Health. The Executive Director Engagement Center develops, implements and oversees standards, systems, policies, procedures, operational performance and strategic direction of Engagement Center Operations (ECO) alignment with medical group, hospital and ancillary operations for the AAH system. The scope of functions includes, but are not limited to: identifying, developing and implementing ECO strategies that optimize operational care delivery models across the system. Responsible for ensuring resulting services and program implemented are consummate with optimizing consumer experience, industry standards for responsiveness, quality, cost and growth.

HOW YOU'LL MAKE A DIFFERENCE:

Accountabilities:

• Responsible for strategic direction and operational leadership of the Advocate Aurora Health Engagement Center in alignment with the overall mission.
• Implements and oversees standards, systems, policies, procedures, and operational performance for Illinois and expanded regions accounting for 7 million encounters per year.
• The Executive Director is responsible for developing strategies and driving the operational performance of an Omni Channel contact center accountable for consumer access, scheduling, navigation, clinician support across the enterprise.
• Responsible for ensuring service levels are consummate with industry standards for responsiveness, quality, costs and customer experience.
• The Executive Director can clearly articulate the operational mission and vision of the organization to internal and external audiences while acting as a change agent for the consumer experience.
• Additional responsibilities include directing call center management activities, setting performance expectations and goals, evaluating processes and outcomes, and implementing improvements to support safety, quality and efficiency.
• Enhances and maintains strong relationships with executive, operational and physician leaders.
• Embraces and establishes an organizational culture that values the 360 degree consumer experience.

Education Required:

Bachelor's Degree in Marketing or related field.

Experience Required:

Typically requires 10 years of experience in depth and up to date knowledge of healthcare administration. Includes 5 years of management experience in leading a team, budget and comprehensive strategy.

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Advocate Aurora Health is committed to diversity and inclusion every single day and in everything we do. Diversity lives in the differences, great and small, that matter to us and make each of us unique - from our age and the color of our skin, to our abilities and the things we believe in. We know that empowering our differences inspires creativity that leads to innovative solutions - for our team members, consumers and communities. And because health care is built upon relationships, it's important for the people we serve to be able to trust us to meet their unique needs. By cultivating an atmosphere of acceptance and compassion, we create a welcoming environment where our patients can heal, our team members can thrive and our business can grow. As a team member, working in a diverse setting allows you the chance to grow in ways that will broaden your perspective to deliver the best possible patient care.