Springfield Clinic, one of the largest independent medical groups in the Midwest, is seeking a dynamic, progressive thinking individual, with a contagious appetite for innovation that will help transform care delivery and patient experience. This individual will strategically identify opportunities to leverage technology, create connectivity and implement cross functional solutions to help control an innovative patient pathway that eliminates care access barriers and creates an intuitive environment for the healthcare consumer, while simultaneously increasing operational efficiency, profitability and cross platform communication.
The Director of Innovation and Experience will gain and sustain competitive advantage for Springfield Clinic by developing company wide deployment plans and by managing the implementation of operational excellence/innovation projects. This leader will stimulate adoption of technology, vendor partnerships and solution-based opportunities to deliver improved connectivity within patient care, consumer focused processes and future operational readiness. In addition, this role will be responsible for finding innovative ways to link providers, resources and services such as; transportation, education, imaging, testing, etc. across multiple organizations to support a vision of becoming a best-in-class leader in the region as the benchmark for excellent consumer and patient experience.
Furthermore, this role will be charged with measuring innovation success by gathering data and reporting on key performance indicators that valuate project results in the form of expense reduction, revenue generation or improved customer service.
Key Areas of Opportunity:
Develop the innovation framework by guiding the organization toward adopting new technology and other new initiatives in order to move point of care onto digital platform as part of the customer centered changes
Partner closely with leadership to implement new programs, technologies and strategies to improve care delivery across the entire care continuum
Develop a platform for continuous patient tracking to ensure data is being collected and utilized in effort to deliver the highest quality of care at the most fiscally responsible cost
Plan and execute activities that assess patient expectations, including standardizing the patient journey with improvement opportunities for the patient experience in all touch points
Collaborate with marketing and business development to define who the customer is (patient, consumer, family, etc), translate the customer to an experience and defined the role customer experience has in driving business/growth that will create a customer-centric culture and accelerate business strategy
Lead the capture, measurement and optimization of key performance indicators to be implemented to gauge experience, loyalty and satisfaction effectiveness
Provide a clear understanding of customer analytics and clearly articulate the science/direction behind the data utilizing insights from analytics, usability audits, and customer research results
Monitor national and industry best practices and trends to tailor strategies to ensure the Clinic performs as a best-in-class patient experience institution
Analyze and interpret data to make recommendations to activities, while promoting acceptance and compliance with change management processes by developing and executing broad based implementation and communication plans
Report directly to the Vice President of Operations
Champion project management by coordinating resources to support deliverables
Provide short and long-term support for process innovation initiatives
Develop KPI’s to support innovation engagement, promote risk taking and guide disciplined execution
Organize, lead and manage cross-functional teams
Coach and collaborate with business leaders and team members to apply and share a common vision for operational excellence processes and technologies
Prepare standard and ad hoc reports to support decision making
Research/review current market and industry trends to benchmark services
Lead analysis/exploration of continued revenue growth and cost reduction strategies
Participate in performance improvement activities including provider/clinical workflow
Provide mentoring to management team and guide cross-functional collaborations
Serve as the conduit to other clinical departments and administrative leaders
Facilitate departmental meetings and provide performance feedback
The Director of Innovation will be a detail-oriented and data-driven leader with strategic insight, strong business acumen and progressive thought process that boasts a successful track record leading complex projects. The Director must also possess the ability to properly and efficiently articulate a message and preserve the organization’s core values while maintaining accountability and integrity.
Naturally curious leader who has a passion for innovation and a conviction in the power of innovation to transform thought, behavior and business
Superior communication and team-building skills
Able to manage challenges, think differently, and pivot quickly
Flexible leader with ability to be comfortable with ambiguity and disciplined failure.
Ability to synthesize and simplify seemingly complex problems
Experience and Qualifications:
Minimum five (5) years of experience in a leadership capacity partnering with cross-business, or cross-functional teams
Experience working/executing in an innovation oriented mindset business environment
Prior technology or innovation experience in the healthcare industry is highly desired
Value stream mapping experience preferred
Bachelor’s Degree in a related field is required
MBA, Master’s, or advanced degree in a related field is favorable
Headquartered in downtown Springfield, IL, Springfield Clinic is a multi-specialty physician-owned group boasting 400 providers practicing across 80+ medical specialties. Springfield Clinic serves a population of nearly one million patients with over 20 medical offices supporting 40 specialty outreach destinations.
Springfield is located in the heart of central Illinois and is a community of approximately 115,000 people with a well-diversified economic base. As the state capital, Springfield offers arts, sports, culture, outdoor activities, deep historical connections and unique attractions. Centrally located a short drive from St. Louis and within 3 hours of Chicago, Springfield also offers convenient access to big city amenities.
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About Stratum Med, Inc.
Stratum, incorporated in 1996, is a collaborative alliance of physician-owned and health system-employed physician groups that have come together to leverage cost savings through aggregation and to provide a platform for networking and shared learning. Shareholders are located in Illinois, Iowa, Indiana, Kansas, Michigan, Missouri, and Wisconsin. Stratum has selectively added Shareholders and “Clients” and now consists of fifteen owners in addition to approximately eighty clients located throughout the country.