Mgr, Supply Chain Customer Experience

BJC HealthCare • Brentwood, MO

3d

About The Position

Barnes Jewish Hospital is seeking a Supply Chain Customer Experience Manager who will oversee and build out the website intake and contact center support team. BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and southeast Missouri regions. With net revenues of $6.3 billion and more than 30,000 employees, BJC serves patients and their families in urban, suburban and rural communities through its 14 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice. BJC is the largest provider of charity care, unreimbursed care and community benefits in the state of Missouri. BJC and its hospitals and health service organizations provide $785.9 million annually in community benefit. That includes $410.6 million in charity care and other financial assistance to patients to ensure medical care regardless of their ability to pay. In addition, BJC provides additional community benefits through commitments to research, emergency preparedness, regional health care safety net services, health literacy, community outreach and community health programs and regional economic development. BJC’s patients have access to the latest advances in medical science and technology through a formal affiliation between Barnes-Jewish Hospital and St. Louis Children’s Hospital with the renowned Washington University School of Medicine, which consistently ranks among the top medical schools in the country.

Requirements

• Bachelor's Degree in Business, Supply Chain, Healthcare, or related field
• 5-10 years of experience
• 2-5 years of supervisor experience

Nice To Haves

• Master's Degree
• 10+ years of experience
• 5-10 years of supervisor experience

Responsibilities

• Architecture, design and maintain a unified, multi-channel intake system (digital, voice, chat, text) to deliver seamless supply chain support to clinical team across all regions.
• Engineer standardized workflows and SOPs to meet Service Level Agreement (SLA) targets and maximize First Contact Resolution (FCR) rates for clinical end-users.
• Develop and implement standardized SOPs, KPIs, and work design for 2-bin Kanban supply rooms; train supply operations leaders to engineer compliant rack and bin layouts within existing space constraints and to produce standardized requirement documentation; and partner with system-level planning teams to support par room compliance, conversion strategies, and ongoing supply room maintenance.
• Create and maintain self-service knowledge articles and reference content that clearly articulate supply chain functions and processes for clinical stakeholders; collaborate with internal development teams to design and deliver digital-first workflows that enable supply chain partners to independently identify, resolve, and prevent operational exceptions.
• Drive system-wide transparency by translating complex clinical supply chain needs into targeted communication strategies and digital content, proactively addressing stakeholder requirements.
• Establish qualitative feedback mechanisms and quantitative metrics, including Net Promoter Scoring (NPS), to evaluate the holistic health of the customer experience and drive continuous improvement initiatives.

Benefits

• Comprehensive medical, dental, vision, life insurance, and legal services available first day of the month after hire date
• Disability insurance paid for by BJC
• Annual 4% BJC Automatic Retirement Contribution
• 401(k) plan with BJC match
• Tuition Assistance available on first day
• BJC Institute for Learning and Development
• Health Care and Dependent Care Flexible Spending Accounts
• Paid Time Off benefit combines vacation, sick days, holidays and personal time
• Adoption assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager