Director of Digital User Experience

Gundersen Lutheran, Inc   •  

La Crosse, WI

Industry: Healthcare


5 - 7 years

Posted 173 days ago

This job is no longer available.

Position Summary

This role provides leadership and inspiration regarding digital health solutions that enhance user satisfaction by improving usability, ease of use, and experience in the interaction between the user and the digital product. This role leads the user experience product team and will demonstrate awareness of strategic and operational goals and priorities with ability to translate into current and future innovative user experience solutions that are engaging, valuable and differentiating. Must have strong relationship, management and communication skills in working across the organization and in partnership with other leaders in operations, patient experience, information systems to visualize and develop user experience design that connects goals to user needs through a process of testing and refinement that aligns with the relationship journey and lead best-in-class user experience across all consumer facing digital and mobile platforms.

Strategic Relevance -- Summary

To advance its position as an innovator and leading health care system, Gundersen Lutheran Health System (GLHS) must continue to demonstrate superior outcomes, provide seamless delivery of care, and ensure competitive cost structures. It must also stay at the cutting edge of emerging technologies and new delivery models that will transform healthcare. The System must anticipate and respond effectively to evolving market and environmental trends, (e.g., shifts in payment models, value based purchasing, transparency of outcomes and information technology) that will impact the delivery of health care services.

The Director is responsible for proactively anticipating the impact of these forces and trends and developing and managing the effective response from their AOR (area-of-responsibility). The Director collaborates with others to establish and achieve GLHS’ strategic mission and goals: 1) demonstrate superior quality and safety through the eyes of patients and caregivers; 2) demonstrate superior service through the eyes of patients and colleagues; 3) attract, develop and retain a talented and engaged workforce; 4) demonstrate affordability of care; and 5) achieve programmatic growth. The Director serves as the direct link between System strategies and the management and staff of their AOR.

Position Duties and Responsibilities The Director, in the context of the medical/administrative partnership, is specifically responsible for: 1.0 Organizational Strategy and Implementation - Recognizing market trends, judging the impact on their AOR, contributing to responsive strategic plans, developing AOR operational plans, articulating these plans, and ensuring the understanding, alignment and commitment of all AOR staff.
2.0 Fiscal Management - Effectively using established processes to ensure accountability for effective operations and resource management.
3.0 Human Resource Management - Effectively using established processes to: select, align, develop, motivate, manage, and retain a team of highly skilled managers and staff.
4.0 Excellence in Service and Clinical Quality - Achieving seamless delivery of quality patient care and safety, excellence in patient experience and customer service.
5.0 Organizational Leadership - Providing leadership and accomplishing objectives by ensuring the integration of processes and initiatives while modeling collaboration.

Key Accountabilities 1.0 Organizational Strategy and Implementation 1.1 Collaborates with Vice Presidents and other Directors to study and understand external market financial, economic, and industry data, identifying market opportunities and threats. 1.2 Provides direction to AOR Managers and staff in the design and implementation of program goals and objectives. 1.3 Ensures continuous improvement by evaluating and making recommendations regarding change required, taking into account market demands, regulatory standards, and clinical practice. 1.4 Defines and establishes clear performance standards and ensures that continuous improvement forms the basis for all activities. 1.5 Collaborates to ensure that resources are prioritized, in place, and used to achieve objectives. 1.6 Collect clinical and financial data focused on cost and quality. 1.7 Designs and implements key process improvements and optimizes resources to eliminate variability in cost and quality. 2.0 Fiscal Management 2.1 Develops and manages to meet fiscal targets . 2.2 Participates in financial forecasting and planning along with other members of the management team. 2.3 Develops and presents comprehensive analysis for financial and program recommendations . 2.4 Communicates the rationale for financial decisions, ensuring a high level of understanding among management, staff and clinicians. 2.5 Evaluates for potential cost-effective change and manages the implementation of approved changes. 2.6 Through the medical or administrative partnership, ensures management, staff and physician compliance with financial decisions . 2.7 Tracks and monitors trends as it impacts the delivery of cost-effective, quality services. 3.0 Human Resource Management 3.1 Provides leadership to management and staff that offers job satisfaction, performance recognition, and stimulates innovative thinking. 3.2 Ensures that management, staff and clinicians understand their roles in accomplishing objectives. Establishes expectations for performance and holds individuals responsible for achieving them. 3.3 In collaboration with key Vice President and HR, ensures the efficacy of systems/ processes to recruit, retain, and develop a high performance team . 3.4 Ensures staff productivity by maximizing efficiency and workflow patterns as well as monitoring and controlling turnover. 3.5 Structures the integration of progressive change and conflict management. 3.6 Creates a workplace climate that ensures respect, teamwork, open communication, and professional recognition among a diverse workforce. 4.0 Excellence in Service and Clinical Quality 4.1 Develops and implements service standards to meet patient and other customer definitions of excellence. 4.2 Identifies and analyzes trends across services in customer satisfaction and patient experience, quality outcomes, and cost using data to guide change in practices. 4.3 Models and ensures that Managers and staff effectively uphold a customer service orientation to meet expectations of patients and internal and external customers. 4.4 Ensures confidentiality of patient, staff, and appropriate management data and delivers immediate and certain consequences when confidentiality is compromised. 5.0 Organizational Leadership 5.1 Promotes GHS to all constituencies by interpreting and communicating GHS? mission and values, and acting as a loyal and informed spokesperson. 5.2 Identifies opportunities and effectively manages collaboration with other departments and staff. 5.3 In the spirit of collaboration, promotes the visibility of Team/Division leadership throughout the organization. 5.4 Provides the vision and manages a positive learning environment within their AOR, collaborating with academic programs, while ensuring patient safety. 5.5 Identifies areas for self-development and actively seeks opportunities and resources to meet developmental objectives.
Key Interfaces The Director interacts primarily with the following externalinterfaces:

  • Patients
  • Families

The Director interacts secondarily with the following externalinterfaces:

  • Non-GLHS clinicians and organizations
  • Vendors/Suppliers
  • Educational and Regulatory Organizations
  • Payers
  • Charitable Organizations
  • General Public

The Director interacts primarily with the following internalinterfaces:

  • Team/Division Managers
  • Vice President
  • Clinicians
  • Other Functional Directors and Department Chairs

The Director interacts secondarily with the following internalinterfaces:

  • AOR Staff
  • Administrative Officers
  • Clinical Advisors
  • Other System Staff

Decision Making Authority & Responsibility

The Director has the authority to formulate and execute AOR vision, objectives, and strategies consistent with the System’s mission, vision and goals. This person determines which resources are needed and facilitates the acquisition of additional resources where indicated.

The Director has the authority to advocate change in AOR processes and systems to ensure optimal, cost effective health care delivery. This individual facilitates the resolution of management, clinician, and policy issues within agreed upon organizational financial and regulatory limits. The Director makes recommendations for and oversees the enforcement of policy, as well as makes recommendations for changes to AOR leadership. The person in this position coaches, monitors, and documents management performance, makes recommendations for compensation strategy and promotion, and supports the physician recruitment process for their AOR. The Director represents Gundersen Lutheran Health System and their Team/Division within the System and in the external community.

Scope of the Job Age Specific Population Served: Nonage Specific (N/A)
OSHA Category Category III - No employees in this job title have a reasonably anticipated risk of occupational exposure to blood and/or other potentially infectious materials.
Position Qualifications Education and Learning: Required Master's degree in a field with a concentration in User Experience Design, Web Design, Interactive Design or a related field

Work Experience: Required 5-7 years years of experience partnering with multiple groups (clinical operations, information systems, patient experience, marketing and others) to define and execute on a roadmap, 7+ years of experience with user experience design and product management, and 3+ years of experience supervising a user experience supervising a user experience team Skills and Knowledge: Ability to or Knowledge of... Required Reasoning/Decision Making be flexible
be determined
be professional, honest and have personal integrity
be decisive
have a broad range of interests including concerns for personal, organization and community environment
participate in and support professional organizations
appreciate people whose values, goals, and cultures are different from your own
develop additional knowledge by attending workshops and seminars
have positive attitude
be patient
develop new skills and keep abreast of new knowledge

Communication communication and demonstration techniques
communicate with ease on a professional level
make a persuasive, clear presentation of ideas or facts, to both large and small groups of internal and external audiences
have effective expression in individual or group situations including gestures and nonverbal communication
motivate various audiences
effectively communicate in technical and lay language
excellent oral and written communication skills
plan, research and develop educational and informational materials and implement programs

Leadership establish priorities in accordance with organizational strategic plans and management objectives while meeting deadlines
work independently: self-disciplined
set and achieve goals
use effective time management
reach sound logical conclusions based on information at hand; good judgment
plan, organize, execute assignments to meet deadlines
problem solve - evaluate, analyze, negotiate and recommend alternatives
planning skills
take calculated risks based on sound judgment
build teams
manage conflict
legal and regulatory standards
decision-making skills
company/organization goals, policies, procedures
change management

General - All Positions work cooperatively with a wide variety of people
have professional attitude in regard to motivation, cooperation, flexibility, confidentiality, ethics and personal development
perceive and respond sensitively to the needs of others
direct people
motivate people
formulate objectives
effectively get ideas accepted and to guide a group or individual to accomplish a task
provide excellent customer service to people both inside and outside the organization
use listening skills to identify important information in oral communication

Computer Systems/Software/Applications business computer applications
identify advantages of computer applications
basic technical knowledge of mobile and digital applications
defining appropriate methodology, creating test plans and executing user research for user experience research challenges
user experience best practices and deep knowledge of user experience management, providing effecitive storyboards and user experience road map development