Providence is calling a REH Client Management Executive Director to Providence St. Joseph Health in Olympia, WA.
In this position you will have the following responsibilities:
With the shift toward service consumption orientation, a new leadership role has emerged. The Executive Director - Client Management is responsible for leading the connection and cohesion of functions across the value chain through the design of customer oriented service offerings. An Aberdeen Group study highlighted the following "Senior service executives are taking on P&L responsibility and reporting to CEOs on bottom- and top-line performance targets. To sustain service-based revenue models, these service champions will need to revisit and better automate long-standing business processes that support service order management, call dispatching, routing/scheduling, asset diagnostics, asset repair and replacement, service parts planning, distribution, and pricing." The Aberdeen Group goes on to say "Companies that reported having a senior leader position overseeing service outpaced those companies with no senior service management in such areas as percentage of overall revenues derived from service; overall profitability, as a percentage of gross revenues; and percentage of customer base under service contracts."
The Resource, Engineering and Hospitality Group has transitioned to become a service organization. Senior leadership across the regions and ministries are aligned and committed to moving forward in this direction. This new business model is a first for Providence St. Joseph Health (PSJH) and is unique to the healthcare industry. There is not another system orienting on service provision across service segments such as clinical supplies, food and nutrition, environmental services, engineering and energy management, capital equipment management, and caregivegiver consumables. Nor are there existing benchmarks or case studies to reference in this shift in oversight. We are confident the PSJH approach to resource, engineering and hospitality will in fact change the industry.
As stated, in order to advance and support this new business model and meet the accelerated commitments of value and performance, The Resource, Engineering and Hospitality Group is introducing a new executive role titled Exec Director - Client Management. In addition to the aforementioned responsibilities, the Exec Director - Client Management is also responsible for the local value realization of service segments; clinical supplies, food and nutrition, environmental services, engineering and energy management, capital equipment management, and caregiver consumables. In addition, the Exec Director - Client Management will be responsible for leading the elimination of uncontrolled variation across the system, for every percent improvement the system realizes $60M in value.
Qualifications Required qualifications for this position include:
- Master's degree in business -or- equivalent education/experience.
- 10 years of Enterprise/Business improvement and leadership: demonstrated experience leading improvement initiatives and implementing variance reduction strategies across multiple locations while building tight (solid and collaborative) partnerships with executive and Leaders.
- Ability to influence internal and/or external constituents.
- Effective interpersonal skills.
- Ability to build strong customer relationships.
- Friendly and service oriented with tested and proven high-level communication skills.
- Ability to instill commitment to organizational goals.
About the department you will serve.
Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence Health & Services from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.
