Job Description

Assistant Vice President, Cancer Services Center

Cancer care is all we do

Hope in healing

Cancer Treatment Centers of America® (CTCA®) takes a unique and integrative approach to cancer care. Our patient-centered care model is founded on a commitment to personalized medicine, tailoring a combination of treatments to the needs of each individual patient. At the same time, we support patients’ quality of life by offering therapies designed to help them manage the side effects of treatment, addressing their physical, spiritual and emotional needs, so they are better able to stay on their treatment regimens and get back to life. At the core of our whole-person approach is what we call the Mother Standard® of care, so named because it requires that we treat our patients, and one another, like we would want our loved ones to be treated. This innovative approach has earned our hospitals a Best Place to Work distinction and numerous accreditations. Each of us has a stake in the successful outcomes of every patient we treat.

Job Description:

The AVP, Cancer Services Center is responsible for overall operations of the Cancer Services Center (CSC), including the Nurse Navigator team, the Cancer Concierge team, the Partner Services team, Training and Development, and eSolutions. In collaboration with the Marketplace senior leadership team, the AVP will develop the vision and scope for the CSC to ensure that it meets the needs of customers, partners, and the company, while meeting key performance indicators (KPIs). The AVP will lead and inspire the CSC teams in developing and executing on best practices in the performance of all responsibilities, and his/her success will be measured by the company’s ability to match patients and other customers to high quality products and services available through the CSC, incorporating each individual’s personal desires and needs in the process.

The AVP will both participate in the ongoing strategic planning processes for Marketplace and will incorporate resultant strategic initiatives in the evolving operational design and development process for the CSC. In order to effectively identify and advance relevant and desirable services and approaches, the AVP will maintain a working knowledge of cancer care services, protocols, products, standards, and any other pertinent background to inspire relevant CSC operations and services, without limiting ideation to approaches commonly used in the healthcare sector.

Responsibilities include:

  • Strategic planning to develop and continuously evolve a unique, high-functioning, and service-centric operation that delights customers
  • Design of exceptional service models and delivery thereof by all CSC teams and functional leads
  • Operationalization of the model in a cost-effective manner that yields high satisfaction and measurable results
  • For potential workflow options, outline the scope, vision, human resource requirements, technology requirements, other supporting infrastructure, licensure or certification requirements, quality assurance protocols, operational mechanisms, and use cases to support evaluation of alternative models
  • Service design and implementation, including continuous learning of new methods, technology, and other approaches to optimize effectiveness and service in call center operations
  • Design and adherence of quantitative and qualitative performance metrics including those related to patient-empowered connections (successful service matches); telephone service (call answer rate, abandonment rate, time on hold); exceptional service experience; staffing utilization; and financial performance
  • Technology planning and related collaboration with other CTCA Hospitals and Clinics or CTCA-Health teams
  • Conduct research on various stakeholders and end-users (including physicians, administrators, patients, caretakers, worried well)
  • Assist in developing pertinent marketing materials
  • Conduct periodic assessments of utilization and satisfaction; use results to make adjustments to workflow as necessary
  • Serve as a key collaborator to streamline the user journey between the Cancer Services Center and the CTCA Marketplace website/app experience
  • Establish KPIs, create systems to measure them, and set goals to improve them
  • Budget development and management to budget
  • Oversight of all human resources functions, including workforce planning (including supervisory models, scope of duties, and staffing level models), ecruitment, selection, training, performance standards and monitoring, coaching, recognition, and evaluation
  • Management of a highly engaged team benefitting from staff development programs focused on service delivery, technical and role specific skills, and oncology-related knowledge sharing
  • Compliance with all related regulatory requirements, including HIPAA
  • A demonstrated commitment to excellence in all aspects of service delivery

Experience and Education Requirements

  • Undergraduate degree required
  • 10+ years of customer service experience required, with minimum 5 years of experience managing call center operations
  • Experience managing large teams, including administrative service representatives required; experience managing nurses working in administrative roles is a plus
  • Effective leadership approach, ability to negotiate and build consensus, particular amongst senior leaders is required
  • Experience working with implementations of CRM software and telephony/call center software is required
  • Demonstrated experience in developing staffing models, establishing and redesigning operations and workflow, and determining and addressing financial implications of various approaches is required
  • Passionate about addressing problems faced by patients, caretakers, and providers in the oncology ecosystem is required
  • Excellent oral and written communication skills required, including confidence and ability to present to executives and clients
  • Ability to present complex value propositions in an understandable fashion
  • Entrepreneurial spirit with desire to work in fast-paced and intellectually rigorous environment
  • Superior ability to use the Microsoft Outlook Suite (Word, Excel and PowerPoint) required; ability to use data visualization applications (eg, Tableau) a plus

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We win together

Each CTCA employee is a Stakeholder, driven to make a true difference and help win the fight against cancer. Each day is a challenge, but this unique experience comes with rewards that you may never have thought possible. To ensure each team member brings his or her best self, we offer exceptional support and immersive training to encourage your personal and professional growth. If you’re ready to be part of something bigger and work with a passionate, dynamic group of care professionals, we invite you to join us. 

Visit:  Jobs.cancercenter.com to begin your journey.

Application Instructions

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