New role focuses on enterprise-wide experience strategy reaching all audiences
WALTHAM, Mass., March 20, 2018 – Fresenius Medical Care North America(FMCNA), the country’s leading provider of kidney care products and services, announces the appointment of Angela McClure to the newly created role of chief experience officer (CXO). In her new role, McClure will report directly to Chief Executive Officer Bill Valle and joins the Fresenius Medical Care North America Leadership Team. As CXO, McClure will lead the development of an experience strategy across all audiences, including employees, patients and their families, partners and physicians.
McClure will drive the enterprise-wide effort to embed customer experience in all employees, from leadership to front-line staff. One component of McClure’s new position will be to work closely with the company’s teams already engaged in enhancing its experience efforts, from patient care to products to human resources. She will assemble a cross-functional and cross-business team to enhance experience efforts and elevate the company’s commitment to being world class and setting a standard for which others in healthcare are judged.
“Across our organization, we always strive to continuously improve the overall experience we provide to employees, patients and their families, partners, physicians and customers – but we want to do more,” said Bill Valle, chief executive officer of Fresenius Medical Care North America. “This important work supports stronger engagement, which will lead to better quality and higher performance. Angela McClure is leading the effort to foster a culture of service excellence across the organization. This focused and dedicated leadership change will accelerate improvements in our Net Promoter Scores and Employee Net Promoter Scores that we have achieved for three successive years.”
With more than 2,400 dialysis facilities across the country, Fresenius Medical Care North America has gained a deep understanding of patient insights and what matters most to patients. To enrich the patient experience that is delivered both today and in the future, McClure and her team have partnered with a leading consultancy with expertise in helping premier healthcare organizations deliver superior care through patient insights.
“In this new role, I look forward to building on the existing foundation of highly engaged, collaborative employees to provide the best and most personalized care to our patients,” said Angela McClure, chief experience officer, Fresenius Medical Care North America. “To live out our company’s mission, we must ensure that our employees, customers and patients are treated and treat one another with respect, empathy and compassion and that we are doing this through collaboration and coordination. This is our promise and our differentiator.”
The Fresenius Medical Care North America cultural evolution began a few years ago with the implementation of the Leading with Values program, led by McClure. Since the program’s inception, more than 6,000 company leaders have participated in the program and carry out its philosophy on an ongoing basis.
McClure previously served as senior vice president of human resources for Fresenius Kidney Care, Azura, Physician Practice Services and Spectra Laboratories. While supporting Fresenius Kidney Care, McClure’s employee engagement efforts – as part of a unified strategy with the customer experience team – helped the division realize marked improvements in employee engagement, recognition and retention, and patient experience.