Director Procure to Pay Customer Experience

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 patients’ 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

• Design and implement a cohesive customer experience strategy for the P2P function aligned with enterprise goals.
• Act as the P2P process owner for customer experience, driving continuous improvement across stakeholder and supplier journeys.
• Establish customer satisfaction KPIs and service level expectations (SLAs), and track performance across all P2P functions.

Process Optimization & Transformation

• Identify friction points in the P2P lifecycle and lead cross-functional initiatives to eliminate inefficiencies.
• Partner with Procurement, AP, IT, and Finance to optimize workflows, tools, and user interfaces.
• Lead the implementation of self-service tools, supplier portals, chatbots, and other digital solutions to enhance the user experience.

Stakeholder Engagement & Communication

• Serve as the liaison between P2P and internal departments to capture feedback and align process enhancements.
• Champion stakeholder education and change management to ensure smooth adoption of new systems and practices.
• Lead forums, surveys, and feedback sessions with business units and suppliers to ensure their needs are being met.

Data-Driven Insights

• Analyze customer feedback, transaction data, and process metrics to uncover trends and drive data-informed decisions.
• Deliver executive-level reporting on P2P customer experience performance, root causes of dissatisfaction, and improvement initiatives.

Team Leadership & Culture

• Build, lead, and mentor a high-performing team focused on delivering superior service and operational excellence.
• Foster a culture of empathy, collaboration, innovation, and continuous improvement.
• Performs other duties as assigned.
• Practices and adheres to the “Code of Conduct” and “Mission and Value Statement.”

What qualifications will you need:

• Bachelor’s degree in business, Supply Chain, Finance, or related field, required
• Master’s 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, required

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 World’s Most Ethical Companies® 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.

"Good people beget good people."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder

We are a family 270,000 dedicated professionals! Our Talent Acquisition team is reviewing applications for our Director Procure to Pay Customer Experience opening. Qualified candidates will be contacted for interviews. Submit your resume today to join our community of caring!

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.