Additional Information About the Role
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.
Overview
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.
Preferred Qualifications
Role Purpose
The purpose of the Supply Chain Customer Experience Manager is to bridge the gap between clinical operations and supply chain logistics by designing and managing a seamless, multi-channel engagement platform for healthcare providers. This position leads a dedicated service team in resolving complex supply chain issues while optimizing workflows to ensure rapid response times and high-quality service delivery. Ultimately, the role is responsible for enhancing clinical satisfaction and operational efficiency across the health system by utilizing data-driven insights and targeted communications to improve the overall 'customer' 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.
Minimum Requirements
Education
Bachelor's Degree - Bus/Supply Chain/HC/related
Experience
5-10 years
Supervisor Experience
2-5 years
Preferred Requirements
Education
Master's Degree
Experience
10+ years
Supervisor Experience
5-10 years
Benefits and Legal Statement
BJC Total Rewards
At BJC we're committed to providing you and your family with benefits and resources to help you manage your physical, emotional, social and financial well-being.
To learn more, go to our Benefits Summary.
The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. Equal Opportunity Employer