Area Experience Leader

Kaiser Permanente • Antioch, CA

77d

About The Position

The Area Patient Experience Leader guides the strategic plan for initiatives to achieve positive, measurable changes in organizational culture, practices, environment, and behaviors that result in exceptional experiences for our patients and members as demonstrated through membership growth, retention, and patient experience (HCAHPS). As a member of the hospital executive team, the Patient Experience Leader ensures that patient experience and creating a culture of caring is a priority in daily operations and care delivery. The Patient Experience Leader supports executive and clinical leaders as a subject matter expert in patient experience evidence-based practices and industry best practices by leveraging performance improvement methodology and human-centered design skills, to improve culture and patient/member experiences.

Requirements

• Minimum two (2) years experience in a leadership role with or without direct reports.
• Bachelors degree from an accredited college or university and Minimum eight (8) years experience in consulting, project management, data analytics, operations or a directly related field OR Masters degree in Business, Public Health, or a directly related field and Minimum six (6) years experience in consulting, project management, data analytics, operations or a directly related field OR Minimum ten (10) years experience in consulting, project management, data analytics, operations or a directly related field.

Nice To Haves

• Knowledge, Skills, and Abilities (KSAs): Business Acumen; Change Management; Negotiation; Creativity; Applied Data Analysis; Financial Acumen; Conflict Resolution; Managing Diverse Relationships; Process Validation; Project Management; Risk Assessment; Service Focus; Requirements Elicitation & Analysis.

Responsibilities

• Promotes learning in others by communicating information and providing advice to drive projects forward; builds relationships with cross-functional stakeholders.
• Listens, responds to, seeks, and addresses performance feedback; provides actionable feedback to others, including upward feedback to leadership and mentors junior team members.
• Practices self-leadership; creates and executes plans to capitalize on strengths and improve opportunity areas; influences team members within assigned team or unit.
• Adapts to competing demands and new responsibilities; adapts to and learns from change, challenges, and feedback.
• Models team collaboration within and across teams.
• Conducts or oversees business-specific projects by applying deep expertise in subject area; promotes adherence to all procedures and policies.
• Partners internally and externally to make effective business decisions; determines and carries out processes and methodologies; solves complex problems; escalates high-priority issues or risks, as appropriate; monitors progress and results.
• Develops work plans to meet business priorities and deadlines; coordinates and delegates resources to accomplish organizational goals.
• Recognizes and capitalizes on improvement opportunities; evaluates recommendations made; influences the completion of project tasks by others.
• Serves as a lead consultant to ensure the alignment, buy-in, and coordination of diverse stakeholders to drive the implementation of successful business initiatives and projects across multiple functional tracks or complex workstreams.
• Develops requirements, or leads a team of consultants in the development of requirements, for complex or specialized business, process, or system solutions.
• Provides expertise and drives the development and implementation of business initiatives, systems, and/or processes to a desired future state.
• Develops business strategy and ensures alignment and prioritization of organizational objectives and business initiatives.
• Serves as a lead advocate for continuous learning and professional development.
• Manages complex projects or project components by coordinating stakeholder contacts; assembling team based on project needs and team member strengths.
• Leads change management activities associated with business initiatives.
• Performs complex data analyses to drive business initiatives.
• Participates in vendor management as required.

What This Job Offers

• Industry: Ambulatory Health Care Services
• Education Level: Bachelor's degree