Director Procure to Pay Customer Experience

Description This position is incentive eligible. Introduction Do you want to join an organization that invests in you as a(an) Director Procure to Pay Customer Experience? At HealthTrust, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years. Benefits HealthTrust offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include: + Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation. + Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more. + Free counseling services and resources for emotional, physical and financial wellbeing + 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service) + Employee Stock Purchase Plan with 10% off HCA Healthcare stock + Family support through fertility and family building benefits with Progyny and adoption assistance. + Referral services for child, elder and pet care, home and auto repair, event planning and more + Consumer discounts through Abenity and Consumer Discounts + Retirement readiness, rollover assistance services and preferred banking partnerships + Education assistance (tuition, student loan, certification support, dependent scholarships) + Colleague recognition program + Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence) + Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income. Learn more about Employee Benefits ( _Note: Eligibility for benefits may vary by location._ You contribute to our success. Every role has an impact on our patientsu2019 lives and you have the opportunity to make a difference. We are looking for a dedicated Director Procure to Pay Customer Experience like you to be a part of our team. Job Summary and Qualifications Procure to Pay (P2P) Customer Experience Director will lead and optimize the end-to-end P2P experience for internal stakeholders and external suppliers. In this role, the director will drive process excellence, digital transformation, and stakeholder satisfaction across procurement, accounts payable, and supplier onboarding operations. You will serve as the voice of the customer within the P2P function, ensuring seamless, efficient, and value-driven interactions at every touchpoint. What will you do in this role: Customer Experience Leadership + u200bDesign and implement a cohesive customer experience strategy for the P2P function aligned with enterprise goals. + u200bAct as the P2P process owner for customer experience, driving continuous improvement across stakeholder and supplier journeys. + u200bEstablish customer satisfaction KPIs and service level expectations (SLAs), and track performance across all P2P functions. u200b Process Optimization & Transformation + u200bIdentify friction points in the P2P lifecycle and lead cross-functional initiatives to eliminate inefficiencies. + u200bPartner with Procurement, AP, IT, and Finance to optimize workflows, tools, and user interfaces. + u200bLead the implementation of self-service tools, supplier portals, chatbots, and other digital solutions to enhance the user experience. u200bStakeholder Engagement & Communication + u200bServe as the liaison between P2P and internal departments to capture feedback and align process enhancements. + u200bChampion stakeholder education and change management to ensure smooth adoption of new systems and practices. + u200bLead forums, surveys, and feedback sessions with business units and suppliers to ensure their needs are being met. u200bData-Driven Insights + u200bAnalyze customer feedback, transaction data, and process metrics to uncover trends and drive data-informed decisions. + u200bDeliver executive-level reporting on P2P customer experience performance, root causes of dissatisfaction, and improvement initiatives. u200b Team Leadership & Culture + u200bBuild, lead, and mentor a high-performing team focused on delivering superior service and operational excellence. + u200bFoster a culture of empathy, collaboration, innovation, and continuous improvement. + u200bu200bPerforms other duties as assigned.u200b + u200bu200bPractices and adheres to the u201cCode of Conductu201d and u201cMission and Value Statement.u201du200b What qualifications will you need: + Bacheloru2019s degree in business, Supply Chain, Finance, or related field, required + Masteru2019s degree or MBA, preferred + 5+ years in a leadership role with a focus on customer experience or process excellence, required + Strong understanding of end-to-end P2P processes, systems (e.g., SAP, Oracle, Coupa, Ariba), and compliance requirements, requiredu200b In today's challenging business environment of cost pressures, supply disruptions, and workforce shortages, it is crucial for providers to efficiently manage expenses and enhance performance. HealthTrust, in collaboration with 1,800 hospitals and health systems, offers a specialized group purchasing organization (GPO) membership model designed to deliver immediate and sustainable cost savings. Their team of experts provides tailored value acceleration engagements to address specific needs, delivering unparalleled benefits. With nationwide purchasing power and a focus on overall spending management, HealthTrust offers unmatched pricing advantages on supplies, along with industry-leading benchmarks and best practices. The dedicated team is committed to guiding and implementing performance enhancements in cost, quality, and outcomes. HCA Healthcare has been recognized as one of the Worldu2019s Most Ethical Companiesu00ae by the Ethisphere Institute more than ten times. In recent years. HCA Healthcare spent an estimated $3.7 billion in costs for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

Created: 2025-12-24