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AdventHealth has appointed Tony George to the position of vice president of the consumer experience center (CxC) for the system.
George will report to David Banks, executive vice president and chief strategy officer at AdventHealth, and begin his new role on January 6, 2020.
George will lead the CxC in developing and operating a single, systemwide shared service for all AdventHealth markets and their consumers across the country. The CxC will be an important conduit to deliver AdventHealth’s “always” promises to consumers as part of the Engage the Consumer strategic imperative and the Consumer Promises initiative. Specifically, the CxC will help consumers find information and navigate the system for needs such as:
• selecting a physician, medical practice or facility
• scheduling inpatient and outpatient appointments
• asking a question about a bill
• providing clinical advice
• connecting consumers to a virtual visit
Ultimately, the CxC will enable a care advocacy model that creates a wholistic approach to a consumer’s relationship with AdventHealth.
“Tony has deep experience and passion for improving the experience of consumers. His expertise in omni-channel contact center operations, telephony and enterprise application development will help position AdventHealth and the CxC to create a best-in-class experience for our consumers,” said Banks.
George previously served as vice president of the contact center for AMITA Health in the Greater Chicago area and is a former employee of Comcast, where he managed national, multi-location contact centers.
“I am profoundly honored to be joining AdventHealth and very much look forward to working with everyone to further enrich the consumer experience,” said George. “In addition to delivering on our mission and values, our consumers are expecting a better experience at every touchpoint. As one of the largest health care providers, AdventHealth is positioned to lead the industry in transforming how we engage with our consumers and how we meticulously improve on each of these touchpoints.”
George earned his bachelor’s degree in business administration with a concentration in operations management. His wife Lija and twins Alex and Linaya will be relocating from Chicago to the Orlando area.