Patient Experience Consultant, Full Time, First Shift

Job Description

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is committed to providing an inclusive, equitable and diverse place of employment.

The Patient Experience Consultant is responsible for the execution of UC Health's strategic and operating plan for patients, families, and guest experience. In partnership with leaders, the Patient Experience Consultant will develop, execute, communicate and collaborate related to patient experience initiatives across a designated area, which may include inpatient services, outpatient services, medical practice clinics, or other areas supporting experience across the health system. The Patient Experience Consultant will collaborate with leaders to drive patient experience strategy, through educating, role modeling, problem solving, and onsite coaching. The Patient Experience Consultant will be well-versed in patient experience, data analytics, and researching and implementing best practices. The primary role of this position is to facilitate the creation and delivery of education and training needed to support service improvement work and a patient-centered service culture.

Responsibilities

Service Improvement: Leads service improvement efforts at UC Health through documentation and analysis of existing processes, management, and improvement of applicable computerized systems, and specification and design of new or modified processes to consistently deliver initiatives across the organization. Selects and utilizes process improvement tools and techniques, including UC Health Way PI framework, to drive improvement work. Research best practices and integrates process improvement methodologies that are data driven, systematic, and reliable into performance improvement activities. Creates education and training materials to reach a broad audience; must have knowledge of how different roles in healthcare impact patient experience and service delivery. Leads all efforts to support and sustain patient and family involvement in service improvement, including Patient & Family Advisory Councils (PFACs), associated patient council activities, including recruitment, logistics, communication, and dissemination of feedback used to drive improvements across the organization. May require travel between UC Health sites depending on assignment.

Strategy Implementation & Project Management: Lead cross-functional teams to implement and continuously improve patient-centered processes and programs across all departments and services. Monitors the implementation of improvement initiatives and tracks progress towards established goals, providing regular updates and adjustments, as needed Aids in the development and implementation of toolkits and training programs to equip employees with the skills and mindset necessary to deliver outstanding service. Manages multiple projects through prioritization of team, unit, and/or organizational goals.

Performance Coaching & Support: Collaborates with leaders across the system to guide patient experience initiatives, delivering coaching and education, as required Provide timely and constructive feedback to leaders and teams to support their learning and project success. Facilitates recognition activities, including leveraging patient comments and compliments received. Reports out to various levels of organizational associates and leaders, including senior leadership.

Quantitative Analysis & Data Management: Analyzes and interprets data collected from various database systems to identify performance improvement opportunities. Assist with defining and tracking success metrics for improvement initiatives. Provides graphical analysis to establish relationships in data and reach supportable conclusions based on available data. Use benchmarking processes to identify best practices. Develop reports and query databases for custom reports to support the team's informed decision making and appropriate reporting of the data.

Training & Development: Educates and trains leaders, physicians, nurses, and staff to enhance service delivery. Evaluates the effectiveness of training courses, workshops, or other developmental interventions designed to address training needs of individuals or groups of employees. Helps drive the culture of people first through role modeling and coaching, aligning with our PRIIDE Values, in patient care delivery.

Qualifications

Minimum Required: Bachelor's Degree. Preferred: Master's Degree. | Required: Licensed clinical professional in a field where direct patient care is provided (RN, RT, PT, etc); license must be current and actively maintained. | Minimum Required: 3 - 5 Years equivalent experience. Preferred: 6 - 10 Years equivalent experience.