Chief Transformation Officer

At Emory Healthcare, we integrate science and caring to change the face of health care. Our team members are courageous individuals who are willing to challenge the status quo and help find solutions to complex problems. We’re empowered to influence change for, and with, our patients, their families, the community and each other.

As one of the leading academic medical systems, we’re eager to share what we learn with hospitals around the country, and the world. We’ve got the backing, knowledge, experience and permission to lead the way in developing new and better approaches to preventing and treating disease, and our patients get treatments years before anyone else.

Emory Healthcare seeks an innovative, progress-driven leader to serve as the Chief Transformation Officer (CTO). The CTO will serve as the key executive leading transformation of patient, provider, and community experience to best in class for the healthcare system. As a member of our executive team, the CTO will seek to align and engage key clinical and operational leaders on performance improvement and transformative change centered around all aspects of patient, provider and community experience. These initiatives will be coordinated across multiple disciplines, with input from hospital and ambulatory leaders, and aligned with the operational strategy and strategic vision of the healthcare system.

The CTO will report to the Chief Executive Officer (CEO) of Emory Healthcare and will be a member of the Woodruff Health Sciences Center Leadership team. The CTO will provide executive oversight and be accountable to:

• Oversee healthcare system access and timely patient access to care, including direct oversight for Patient Access functional operations.
• Lead EHC community engagement and outreach, providing a platform to infuse EHC into our community and mechanisms to ensure the voice of our community is prioritized in EHC strategic planning and decision making.
• Oversee and execute strategic and tactical initiatives with leaders and teams across EHC to improve the overall provider experience, including joy of practice, well-being, engagement and ease of work.
• Provide strategic and administrative oversight for patient experience at all ambulatory care centers and clinical service lines (including patient access), development of population health initiatives, operationalizing health equity and clinical informatics integration, and facilitating internal and external stakeholder engagement for the health system.
• Lead the development of capability building and problem-solving programs that engage both physicians and staff on our performance improvement journey.
• Partner with the Emory Healthcare Chief Information and Digital Officer to accelerate development and deployment of digital health and informatics strategy to improve the patient and provider experience and ease of practice.

Key Responsibilities:

• Lead the development of system wide strategies to streamline ambulatory and clinical service line operations to improve patient experience and oversee the planning, development, execution, and measurement of implementation initiatives.
• Determine the feasibility of new initiatives to improve service quality and enhance patient access.
• Oversee healthcare system access and timely patient access to care, including direct oversight for Patient Access including the Transfer Center operations.
• Provide input to ambulatory care centers development and operations, identify and develop strategies to remove barriers to improve patient experience.
• Design and execute strategies to position Emory Healthcare as the preferred provider of healthcare services for the communities we serve with common standards for exceptional patient experience.
• Oversee the review and response to the growing number of mechanisms through which we receive patient experience feedback (HCAHPS, CRM, MyChart, and others).
• Collaborate with the Emory Healthcare Chief Medical Officer and Emory Healthcare Physician Group President and Hospital Group President in providing administrative input to service lines and evaluate the effectiveness of service line operations in achieving system wide goals and optimizing patient and provider experience.
• Lead the design of goals, metrics, and incentives that ensure the organization focuses on optimizing/transforming patient and provider experience.
• Partner with the Emory Healthcare Chief Diversity, Equity and Inclusion Officer to prioritize strategies and actions that drive diversity, inclusion and engagement in support of exceptional patient outcomes for all patients.

Key Collaborators: Hospital Group President and Co-Chief Clinical Operations, Physician Group President and Co-Chief Clinical Operations, Chief Nurse Executive, EHC, Chief Medical Officer and Chief Quality and Patient Safety Officer, EHC, Chief People & Culture Officer, EHC, Chief Diversity, Equity & Inclusion Officer, EHC, Chief Information & Digital Officer, Chief Market Services Officer, EHC, Vice President, Revenue Cycle Operations, Operating Unit CEOs and COO, Emory Healthcare Leadership, Woodruff Health Sciences Leadership, Department Chairs, Center Directors, and Service Line Leaders Required

Skills/Abilities:

• Proven effectiveness in building and maintaining strong physician relations in an academic medical center and multi-hospital health system.
• Working experience collaborating with chairs, chiefs of services and administration executives to achieve desired outcomes and advance scholarship.
• The ability to articulate and demonstrate commitment to the integration of the Emory Healthcare mission into the clinical and business operations at every level of the organization. Thorough knowledge of the healthcare industry, particularly on evolving environmental and evidence-based healthcare trends.
• Demonstrated capability to balance the needs and requirements of a system with those of a local facility.
• Demonstrated commitment to working as a visible senior leader available to help represent Emory Healthcare in the community, establish new and strengthen existing strategic relationships when called upon.
• Ability to develop and maintain trusting and effective relationships with system and facility leadership teams, physicians and business partners.
• High degree of initiative coupled with strong interpersonal and communication skills to generate a sense of trust and teamwork.
• Comfort with shared ownership of programs, initiatives, and deliverables. High degree of integrity and personal conduct that is reflective of the mission and values of Emory Healthcare. Strong financial management acumen.
• Demonstrated ability to use process improvement tools and technology to dramatically improve outcomes, experience, flow, and efficiency while reducing burden for all parties

Qualifications:

• Medical Degree preferred.
• An advanced degree in health services, public health, business administration, healthcare administration or related field is required.
• The CTO should have five to ten years or greater of progressive leadership and management experience in healthcare.
• Strong cross-functional background in a variety of clinical and business responsibilities including patient experience, engagement and activation; access center operations; digital health; and health equity.
• Excellent communication skills and ability to inspire others and build consensus towards a shared vision.