SVP Growth - Patient Engagement
SENIOR VICE PRESIDENT - GROWTH - PATIENT ENGAGEMENT
We Fight Cancer: Care That Never Quits®
Cancer Treatment Centers of America® (CTCA®) delivers an extraordinary patient experience that delivers state-of-the-art, high quality care through an integrative model where a team of experts puts patients at the center of their own care. Every day is purposeful. Every day, you will help patients win the fight against cancer. Every day is challenging and rewarding beyond your imagination.
The Best Place to Work
We call ourselves Stakeholders because we all have a stake in the care and success of every patient. Today, CTCA Stakeholders deliver healing and hope to patients fighting complex and advanced cancer in Atlanta, GA, Chicago, IL, Philadelphia, PA, Phoenix, AZ and Tulsa, OK. Each of our hospitals earned a Best Place to Work distinction and has received numerous accreditations that celebrate our culture of clinical quality, innovation, high performance and wellness.
A Culture of Teamwork, Empowerment & Development
CTCA provides Stakeholders with exceptional support and easy access to a wide range of tools and resources they need to bring the best of themselves, every day. Our benefits, wellness, and compensation programs lead the market. Imagine accessing your own personal health coach! We also provide extensive training and career development opportunities that encourage professional and personal growth,it is a point of pride. Those are just a few of the ways we empower our Stakeholders to deliver the highest standard of care that we call the Mother Standard®.
The Senior Vice President, Growth - Patient Engagement is responsible for designing, delivering and optimizing a responsive, compassionate and hopeful Mother Standard® of care experience for prospective patients and caregivers who contact CTCA via telephone, on-line chat and video chat. You will be responsible for leading a 24/7 inbound contact center operation that is staffed by a team of 80 Patient Advocates and Facilitators who handle inbound inquiries driven by CTCA direct-to-consumer television and online advertising, referrals from previous patients and referrals from healthcare professionals, and coordinate their efforts with a companion team of Stakeholders who nurture prospective patients who have contacted CTCA but postponed any decision about treatment. The Patient Engagement Team’s key objective is to qualify inbound inquiries by diagnosis, insurance, ability to travel, clinical and performance status requirements, and work with prospective patients to schedule an evaluation at one of five CTCA regional medical centers located in suburban Chicago, IL, Tulsa, OK, Philadelphia, PA, suburban Phoenix, AZ and suburban Atlanta, GA. The SVP reports to the CTCA Chief Growth Officer and plays a key role on the national CTCA Growth Leadership Team.
Must Have Experience and Capabilities
Demonstrated familiarity with the latest multi-channel contact center technology and process management, including skill-based routing and skill-based desks, to enhance customer engagement and conversion. Demonstrated facility in driving contact center sales, lead generation and scoring. Experience with the Salesforce.com CRM platform is a plus. Deep experience in data-driven contact center operations and leadership using analytics to drive decisions, solve problems and optimize both customer-facing and back-end business processes. Experience in multi-channel healthcare/pharmaceutical contact center operations is a plus. Proven track record of leading, inspiring and energizing a broad cadre of people in a credible manner that reinforces the CTCA Vision, Mission, Values, Promise and Stakeholder Bond. High energy leader, with a strong eye for talent and a knack for attracting, selecting and developing high-performing teams. Full P&L management experience with results that demonstrate the ability to deliver (or exceed) budgeted sales volumes and maintain a targeted margin. Strong training and coaching capabilities aimed at helping direct reports and the broader team improve their individual performance and impact. Demonstrated experience designing, modeling and implementing effective knowledge management and training programs. Demonstrated experience designing, modeling and managing team incentive compensation programs. Strong track record of partnering with downstream operations to align on service levels and deliver against budgeted customer volumes. Clear experience designing and implementing a high impact, on-going product/service education and training strategy that integrates the front-end media messaging that consumers access via TV and online with key CTCA clinical differentiators, including physician talent, clinical outcomes and treatment options.
CTCA Senior Vice President, Growth - Patient Engagement Select Accountabilities
Delivers the monthly budgeted qualified new patient accrual numbers to each of the five CTCA regional medical centers. Develops, monitors and adjusts FTE levels across three shifts to minimize contact abandonment rates and maximize productivity. Recruits, selects and develops top sales talent and integrates clinical navigators and physicians at key points in the prospective patient’s decision-making process to answer questions, build credibility and create reciprocity. Aligns and integrates the consumer marketing message with the CTCA clinical value proposition to ensure Patient Advocates and Facilitators deliver the latest information on CTCA clinical capabilities, outcomes and treatment options. Oversees the design, utilization and optimization of the CTCA Customer Relationship Management (CRM) system, Salesforce.com. Creates a regular training cadence and supporting system that enables Patient Advocates and Facilitators to increase their knowledge and understanding of key areas of clinical distinction for CTCA, including the CTCA disease Institutes, physician specialists, precision medicine and clinical trials. Develops multi-variate models to forecast qualified new patient accruals based upon critical inputs such as media investment and mix, seasonality, business days, physician availability and staffing levels. Develop and nurture a strong relationship with hospital Growth Leadership to ensure clear alignment with and understanding of needs and priorities. Leads the development of an integrated database marketing program called Relationship Marketing to engage and ultimately advance prospective patients through key points of the decision-making process including scheduling an appointment, visiting the hospital for an initial evaluation, and deciding to treat with CTCA.
- Demonstrated record of accomplishment with a minimum of fifteen years of experience in progressive sales and contact center operations roles leading a mid to large-sized, multi-channel healthcare/pharmaceutical, insurance provider or related service marketing organization.
- Minimum of five years’ experience in an executive leadership role using data and analytics to solve operational problems and guide decisions.
- Bachelor’s Degree required. Graduate degree (MBA, MHA) strongly preferred