Chief Consumer Officer, Ballad Health

Taylor Hamilton is a seasoned professional serving as the Senior Vice President and Chief Consumer Officer at Ballad Health, a not-for-profit integrated healthcare delivery system consisting of 21 hospitals in Northeast Tennessee and Southwest Virginia, including a dedicated children’s hospital, several community hospitals, three critical access hospitals, a behavioral health hospital, an addiction treatment facility, long-term care facilities, home care and hospice services, retail pharmacies, outpatient services, and a comprehensive medical management corporation. With a strong commitment to delivering unparalleled customer experiences, Taylor leads a dedicated team focused on aligning every aspect of the organization with the customers’ needs.

As Chief Consumer Officer, Taylor’s responsibilities encompass various domains, including digital transformation, consumer relations, community and business outreach, marketing, communications, patient experience, and user interface. By providing a unified vision for all customer touchpoints, Taylor collaborates closely with the team to enhance program delivery, foster cross-functional collaboration, and establish a shared culture centered on delivering exceptional customer experiences. Overseeing the development and implementation of marketing strategies, communication initiatives, community and physician relations, media relations, consumer contact center operations, and digital strategy, Taylor ensures that all efforts align with the health system’s strategic goals. Through close collaboration with executive leadership, service line managers, and other stakeholders, Taylor ensures the organization’s initiatives align seamlessly with the business strategy. Recognizing today’s consumers’ evolving preferences and lifestyles, Taylor understands the significance of providing consistent experiences across the consumer journey. With Taylor’s leadership, Ballad Health continues to elevate its commitment to customer-first, transforming how the healthcare organization engages with the consumer and delivers exceptional experiences.

Taylor has 20 years of industry experience and holds a master’s in biotechnology enterprise from Johns Hopkins University and a bachelor’s in communication sciences and disorders from the University of Florida.