Florence S. Chang, MBA

Executive Vice President & Chief Operating Officer, MultiCare Health System

Florence S. Chang, MBA oversees operations at six adult hospitals and one children’s hospital in two markets on the west and east sides of Washington state. In addition, she is responsible for multiple business units and system support services, including Pulse Heart Institute, Behavioral Health, Retail Health & Community Based Care, Information Services & Technology and Facility Management.

MultiCare is a not-for-profit integrated health care system that employs more than 13,000 people. It has a $1.1 billion annual budget with strategic and routine capital expenditures of $150 million. The organization’s physicians, advanced practice providers and community physician network provide care at more than 100 sites in a service area of more than one million people.

Ms. Chang has 30 years’ experience in health care. She came to MultiCare in 2006 and was instrumental in leading the system-wide implementation of the organization’s “One Patient, One Record” electronic health record. MultiCare has received multiple recognitions under her leadership, including national HIMSS Davies Awards for using information technology to substantially improve patient outcomes.

Prior to joining MultiCare, Ms. Chang was a partner and senior vice president at Dearborn Advisors. She also held multiple leadership positions in clinical operations and information technology at Kaiser Permanente in California.

She currently serves on the Board of the Washington State Hospital Association, the Advisory Board of the University of Washington Tacoma, the Advisory Board of Health System Informatics, and the Asian Healthcare Leaders Forum (within the American College of Healthcare Executives). Ms. Chang received her Bachelor of Science in Medical Technology from California State University, Dominguez Hills and her MBA from Pepperdine University, California.

Speaker Sessions

26 – One ACO/Integrated Delivery System’s Governance Journey

Effective governance is essential for meaningful and sustained outcomes improvement in healthcare. In this session, MultiCare Health System, an ACO and integrated delivery system, will outline its journey to establishing a comprehensive governance structure and a set of processes to harness the power of analytics, which enables the organization to accelerate and sustain outcomes improvements.

This discussion will cover the four key principles MultiCare used in building the framework for its governance structure:

  • Engage stakeholders around a common vision.
  • Establish a shared understanding of organizational needs, capabilities, and readiness.
  • Create alignment with a consistent improvement methodology, incentives, and priorities.
  • Keep focused on practicing disciplined decision making to prioritize, fund, organize, and sustain improvements that require analytics.

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