Chief Experience Information Officer

at  St Charles Health System

Salary Range: $170,644 - $255,965/year
This position is a Remote Hybrid position at our Bend, OR Campus. Remote eligible states include: Arkansas, Arizona, Florida, Idaho, Missouri, Montana, Nevada, New Mexico, North Carolina, Oklahoma, Oregon, Tennessee, Utah, and Wisconsin. Relocation may be required for this role.

JOB DESCRIPTION

TITLE: Chief Experience Information Officer
REPORTS TO POSITION: Chief Information Digital Officer
DEPARTMENT: Information Technology
DATE LAST REVIEWED: March 2024
OUR VISION: Creating America’s healthiest community, together
OUR MISSION: In the spirit of love and compassion, better health, better care, better value
OUR VALUES: Accountability, Caring and Teamwork
DEPARTMENT SUMMARY: St. Charles Health System’s Information Technology (IT) Team provides design, development, security, and support to a broad spectrum of computer hardware and software components, all working together for the benefit of departments throughout St. Charles. We partner with our customers to best leverage various technologies to achieve the best patient outcomes possible by implementing new hardware and software solutions, upgrading existing environments, protecting the data we store, and integrating solutions to achieve a seamless experience.
POSITION OVERVIEW: The Chief Experience Information Officer is responsible for leading and executing customer-centric IT initiatives throughout St. Charles Health System. This position is responsible for seamless and efficient user experiences across all digital touchpoints, with a strong focus on project management methodologies to drive timely delivery and optimal resource allocation. This role drives innovation and continuous improvement in customer-facing technologies, optimizing satisfaction and engagement through effective project planning, execution, and stakeholder management.

EDUCATION:

Required: Bachelor’s degree in Business Administration, Healthcare Administration, or a related field.
Preferred: Master’s degree in related field.

EXPERIENCE:

Required: Minimum ten (10) years experience in customer technology management to include five (5) years progressive leadership experience.
Preferred: Seven (7) or more years technology experience in consumer technology engagement and community outreach within the healthcare industry.

SKILLS:

Strong understanding of project management principles and practices, with technology experience in leading enterprise-level projects.
Excellent communication, leadership, and interpersonal skills, with the ability to engage and influence stakeholders at all levels of the organization.
Strategic thinker with data-driven approach to decision-making and problem-solving.

PHYSICAL REQUIREMENTS:

Continually (75% or more): Use of clear and audible speaking voice and the ability to hear normal speech level.
Frequently (50%): Sitting, standing, walking, lifting 1-10 pounds, keyboard operation.
Occasionally (25%): Bending, climbing stairs, reaching overhead, carrying/pushing or pulling 1-10 pounds, grasping/squeezing.
Rarely (10%): Stooping/kneeling/crouching, lifting, carrying, pushing or pulling 11-15 pounds, operation of a motor vehicle.
Never (0%): Climbing ladder/step-stool, lifting/carrying/pushing or pulling 25-50 pounds, ability to hear whispered speech level.
Exposure to Elemental Factors
Never (0%): Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface.
Blood-Borne Pathogen (BBP) Exposure Category
No Risk for Exposure to BBP
Schedule Weekly Hours:
40
Caregiver Type:
Regular
Shift:
First Shift (United States of America)
Is Exempt Position?
Yes
Job Family:

Customer Technology Experience Enhancement:

• Develop and implement strategies to enhance the overall customer technology experience, focusing on improving interactions and satisfaction levels across all touchpoints

Collaboration and Continuing Education:

• Collaborate with cross-functional teams to integrate customer feedback into process improvements and service innovation initiatives applying Lean principles, concepts, and tools. Stay updated on industry trends, best practices, and emerging technologies in customer technology experience management and healthcare service delivery

Strategic Leadership:

• Provide visionary leadership and strategic direction for customer technology experience initiatives at an enterprise level, aligning them with St. Charles Health System’s overall goals and mission.

Project Management Oversight:

• Lead and oversee the project management office and project management efforts across the organization, ensuring successful implementation of customer technology experience enhancement projects and initiatives.

Service Desk Management:

• Direct the Service Desk operations, ensuring efficient resolution of customer inquiries and issues to maintain high levels of customer satisfaction.

Customer Technology Experience Enhancement:

• Develop and implement strategies to enhance the overall customer technology experience, focusing on improving interactions and satisfaction levels across all touchpoints.

Incident Response Management:

• Establish and manage incident response protocols to address customer complaints and escalations in a timely and effective manner.

Community Consumer Technology Engagement:

• Lead initiatives related to consumer technology engagement in the community, collaborating with stakeholders to leverage digital solutions for improved customer technology experience.

Strategic Rounding Approach:

• Develop and execute a strategic approach to customer rounding, gathering feedback to identify and address customer concerns effectively.

Collaboration and Continuing Education:

• Collaborate with cross-functional teams to integrate customer feedback into process improvements and service innovation initiatives applying Lean principles, concepts, and tools. Stay updated on industry trends, best practices, and emerging technologies in customer technology experience management and healthcare service delivery.

Team Leadership and Development:

• Hire, lead, and mentor a team of technology professionals, fostering a culture of innovation, collaboration, and continuous learning.

Training Program Development:

• Design and oversee comprehensive training programs for all staff members to ensure consistent delivery of high-quality customer service. Provide and oversee team’s delivery of customer service in a manner that promotes goodwill, is timely, efficient, and accurate.

Culture:

• Foster a culture of customer-centricity and continuous improvement within the organization.

Data and Reporting:

• Provide regular reports and updates to senior leadership on customer technology experience performance and initiatives.

Budget Management:

• Collaborate with leadership to develop and manage the technology budget, optimizing resource allocation while ensuring financial sustainability.

Change Management:

• Implement effective change management strategies to ensure successful adoption of new technologies and processes across the organization.

Compliance:

• Monitor and ensure all direct reports are current with compliance and safety requirements. Implement and manage all organizational safety directives and goals.

Support the vision, mission, and values of the organization in all respects.
Provide and maintain a safe environment for caregivers, patients, and guests.
Conduct all activities with the highest standards of professionalism and confidentiality. Comply with all applicable laws, regulations, policies, and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.
May perform additional duties of similar complexity within the organization, as required or assigned.