Journey Lead

City/State

Virginia Beach, VA

Overview

Work Shift

First (Days) (United States of America)

Sentara Health is seeking to hire a qualified individual to join our team as a Journey Lead.

Position Status: Full-time, Day Shift

Standard Working Hours: 8:00AM to 5:00PM (ET).

Location: Virginia Beach, VA - Sentara Park (REMOTE work eligible in VA, DC, MD and NC)

Summary

We're looking for someone who cares deeply about the consumer healthcare journey, reimagining how the typical healthcare provider/patient or health plan payer/member interaction can be improved for the benefit of your family, neighbors, and community.

As a Journey Lead, you will be responsible for driving the evolution of your own healthcare journey (e.g. Paying for Care), delivering value via industry standard CX metrics (e.g. NPS, CSAT, CES) for Sentara and your consumers. You will serve as the "product manager" for this journey and collaborate with clinicians and business leaders to prioritize different journey improvements and shared experiences that drive results that align with business needs.

You will be supported by a journey team (e.g. business analysts, analytics professionals, SMEs, and others) to define the future state for the end-to end journey experience design. You will also serve as a coach for additional consumer experience journey team members, and a collaborative colleague to your fellow Journey Leads, delivering a holistic and integrated healthcare experience.

To do well in this role, you will need to be a strong entrepreneurial people leader, with strong skills in problem resolution and design thinking. You enjoy working in an agile, team-based environment, and tackling complex challenges with tenacity.

Minimum Requirements

• Bachelor's degree required, and Master's (or Advanced) Degree preferred.
• 8-10 years of work experience, with 3+ years of people management or a client-centric function experience across B2B and B2C environments.
• Strong entrepreneurial leader who can align teams on the journey team vision and goals and has effectively led agile and key stakeholder groups in the past in a collaborative manner.
• Proven ability to obtain input from stakeholders such as clients, end-users, teams, managers, etc. and translate those inputs into requirements and decisions needed to build a better product or experience.
• Experience creating and/or maintaining consumer personas and journey maps.
• Deep understanding of user experience best practices and latest industry trends.

Job Description

• Manage and lead design, build, and implementation of future state for end-to-end consumer experience journey improvement - challenging the status quo and thinking outside the box to deliver best-in-class CX.
• Ultimately oversee deliverables and KPIs of journey team and elevate requests to overcome roadblocks.
• Coach and ensure journey team members are delivering and aligning on overall vision and journey-specific goals.
• Communicate the status of journey to Consumer leadership and Transformation Office.
• Support journey initiative owners, SMEs, and others as they stand-up new initiatives within the context of the overall journey strategy.
• Mentor and coach journey team members and guide them on how to use best practices to achieve greater outcomes.

Diversity and Inclusion at Sentara

Our vision is that everyone brings the strengths that come with diversity to work with them every day. When we are achieving our vision, we have team members that feel they belong and can be their authentic selves, and our workforce is reflective of the communities we serve.

We are realizing this vision through our Diversity and Inclusion strategy, which has three pillars: A diverse and talented workforce, an inclusive and supportive workplace, and outreach and engagement with our community. We have made remarkable strides in these areas over the past several years and, as our world continues to evolve, we know our work is never done.

Our strategies focus on both structural inclusion, which looks at our organizational structures, processes, and practices; as well as behavioral inclusion, which evaluates our mindsets, skillsets, and relationships. Together, these strategies are moving our organization forward in an environment that fosters a culture of mutual respect and belonging for all.

Please visit the link below to learn more about Sentara's commitment to diversity and inclusion:

https://www.sentara.com/aboutus/mission-vision-and-values/diversity.aspx

Sentara Overview

For more than a decade, Modern Healthcare magazine has ranked Sentara Healthcare as one of the nation's top integrated healthcare systems. That's because we are dedicated to growth, innovation, and patient safety at more than 300 sites of care in Virginia and northeastern North Carolina, including 12 acute care hospitals.

Sentara Benefits

As the third-largest employer in Virginia, Sentara Healthcare was named by Forbes Magazine as one of America's best large employers. We offer a variety of amenities to our employees, including, but not limited to:

• Medical, Dental, and Vision Insurance
• Paid Annual Leave, Sick Leave
• Flexible Spending Accounts
• Retirement funds with matching contribution
• Supplemental insurance policies, including legal, Life Insurance and AD&D among others
• Work Perks program including discounted movie and theme park tickets among other great deals
• Opportunities for further advancement within our organization

Sentara employees strive to make our communities healthier places to live. We're setting the standard for medical excellence within a vibrant, creative, and highly productive workplace. For information about our employee benefits, please visit: Benefits - Sentara (sentaracareers.com)

Join our team! We are committed to quality healthcare, improving health every day, and provide the opportunity for training, development, and growth!

Please Note: Yearly Flu Vaccination's are required for employment.

Note: Sentara Healthcare offers employees comprehensive health care and retirement benefits designed with you and your family's well-being in mind. Our benefits packages are designed to change with you by meeting your needs now and anticipating what comes next. You have a variety of options for medical, dental and vision insurance, life insurance, disability, and voluntary benefits as well as Paid Time Off in the form of sick time, vacation time and paid parental leave. Team Members have the opportunity to earn an annual flat amount Bonus payment if established system and employee eligibility criteria is met.

Job Summary

We're looking for someone who cares deeply about healthcare and is passionate about redesigning how consumers interact with Sentara throughout their entire healthcare journey.

As a journey lead, you will be responsible for driving end-to-end journey redesign and delivering on journey specific KPIs/OKRs. You are responsible for the overall journey experience for Sentara, and will act as the product manager/owner for this journey. You will collaborate cross functionally to prioritize different journeys and drive results that align with business needs.

You will work closely with a journey team (e.g., journey architects, SMEs, others) to define the future state for end-to end consumer experience design. You will also serve as a coach for additional consumer experience journey teams as they are launched, using agile principles and methodologies.

To do well in this role, you will need to be a strong entrepreneurial people leader, with strong skills in problem resolution and design thinking. You enjoy working in an agile, team-based environment, and tackling complex challenges with tenacity.

• Manage and lead design, build, and implementation of future state for end-to-end consumer experience journey improvement - challenging the status quo and thinking outside the box to deliver best-in-class CX• Ultimately oversee deliverables, KPIs, and OKRs of journey team and elevate requests to alleviate roadblocks • Coach and ensure journey team members are delivering and aligning on overall vision and journey-specific goals• Communicate the status of journey to CX leadership / broader transformation and work with relevant stakeholders to quickly resolve issues and escalate where required to enable rapid delivery • Support initiative owners, SMEs, and others as they stand-up new journey initiatives within the context of the solution design• Mentor and coach journey team members and guide them on how to use Agile practices and values to achieve greater outcomes; motivate the journey team and maintain momentum of service line x journey concept design and implementation through changing or conflicting priorities

Qualifications:• Bachelor's degree preferred. 4-6 years of work experience, with 3+ years of people management experience and/or process re-engineering, strategy, or a client-centric function; experience across B2B and B2C environments preferred.• Strong entrepreneurial leader who can align teams 'in the gray' on client journey squad vision and goals, and who has effectively led agile and key stakeholder groups in the past in a collaborative manner • Proven ability to obtain input from stakeholders like clients, end-users, team, managers, etc. and translate inputs into requirements and decisions needed to build a better product• Deep understanding of agile, with strong digital & technical skills; Deep understanding of user experience best practices

Qualifications:

BLD - Bachelor's Level Degree, HS - High School Grad or Equivalent (Required)

Management, Related experience

Skills

Sentara Healthcare prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.

Per Clinical Laboratory Improvement Amendments (CLIA), some clinical environments require proof of education; these regulations are posted at ecfr.gov for further information. In an effort to expedite this verification requirement, we encourage you to upload your diploma or transcript at time of application.

In support of our mission "to improve health every day," this is a tobacco-free environment.