Associate Highlight | Chief Resource Officers
April 19, 2019 by The Resource Group
Q: Hi Jake! Let’s start with an overview of your professional career and how you got to The Resource Group.
Hello! I have been a part of the healthcare industry for far longer than I care to admit. I began in healthcare working part time in food service at the local hospital to earn some spending money and help fund my way through college. After graduation, I ended up in materials management at a local health system in the Chicago area where I assisted in the centralization of pharmacy purchases. I then spent 12 years with a large healthcare system in Chicago, in a variety of roles, ultimately serving as an interim CEO within their Support Services subsidiary. After a few years, I decided I wanted to widen my health care exposure and began working in a consulting role, supporting operational and supply chain non-labor expense reduction. In this role, I was able to build a lot of programs around relationship development and customer experience management. From this background, in 2008, I was then recruited to an organization focused on creating solutions for nonprofit academic medical centers to lead their Supply Chain program. In 2016 I joined Presence Health as they were working to enhance their supply chain and this morphed into an opportunity with The Resource Group once Presence joined AMITA.
I find the CRO role takes a majority of my experience—starting as an associate in materials management and working my way up through healthcare supply chain, hospitality functions, and as a consultant on relationship development—into one combined role.
Q: Being our newest CRO, how would you describe the CRO role?
To me, the CRO role is about three things:
It is the CRO’s job to be engaged at all levels of the healthcare organization we are supporting. Through this engagement we are given the opportunity to listen to the needs of our end-users where we can discover opportunities to enhance our service and influence positive change. In today’s fast changing environment, having a dedicated person for those three areas are crucial for being a leader in a support service such as resource and supply chain management. This position allows the communities we lead, local materials management, supply chain, and our Value Realization Teams, to be more confident in the services they are delivering as they know they are filling a specific need.
Q: As you are learning your role, how would you define both ‘service’ and ‘hospitality’?
‘Service’ is proactively meeting the needs of our customers. ‘Hospitality’ is proactively exceeding the needs of our customers. ‘Hospitality’ occurs when someone preforms a service with energy, positivity, thoughtfulness, and with a long-term vision—it is what sets us apart. Energy, especially, is a key component of ‘hospitality’. By having energy, you give others confidence in your work. This showcase of energy and in turn ‘hospitality’, transforms you from the person who can do the job, to the person who should do the job.
Q: As previously mentioned, you are our newest CRO. What have you learned so far about your role, specifically the team you lead, and what are your goals over the next year?
Our local Value Realization Team is amazing. They are a talented group of associates who not only work hard, but also are able to take The Resource Group’s purpose and tie it to the values of our local Participant site. Being around my team has taught me a lot already, but one of the most important things I have learned is how vital the cross-functional aspects of Value Realization Teams are. When I first started, I remember thinking the Value Realization Teams were a nice structure; however, I quickly learned the Value Realization Team structure was not only nice, but also necessary. All of our skill sets allow us to work together, like pieces to a puzzle, making our processes and end-results effective.
In the next year, I hope to keep our local Value Realization Team rooted in our purpose and our local Participant’s vision. I want to make sure we are fluid as healthcare continuously changes, and I want to keep motivating our team to look ahead, push for better, and deliver more than expected every day.