Associate & Provider Engagement Consultant

SEH Saint Elizabeth Medical Center•Erlanger, KY

About The Position

The Associate and Provider Engagement Consultant serves as a strategic liaison between associates, providers, and organizational leaders to drive changes that enhance engagement, satisfaction, operational efficiency, and outcomes. The role supports engagement initiatives, facilitates collaborative communication, and promotes alignment with organizational goals and regulatory standards. It also requires demonstrating respect, dignity, kindness, and empathy when interacting with patients, families, visitors, and employees. The consultant supports the design and implementation of associate engagement initiatives, including administrative support and analysis for the iCARE program. The role uses research, surveys, focus groups, interviews, field studies, and regular rounding to identify engagement needs and opportunities. It analyzes and communicates findings, supports improvement plans across St. Elizabeth hospitals and St. Elizabeth Physicians, and participates in coordinating service award events. As an internal consultant and change agent, the position works with performance teams, councils, leaders, and other stakeholders to assess needs, identify solutions, guide decision-making, facilitate discussions, and manage project communications. The consultant develops project plans, tools, tracking processes, and deliverables; monitors initiative effectiveness; evaluates results against organizational goals; and maintains and shares a knowledge base of relevant engagement best practices.

Requirements

Bachelor’s degree.
Three to five years of customer service experience.
Six years of job-related experience.
Two years of experience managing complex projects.
Experience leading and facilitating work groups and teams.
Demonstrated experience with associate engagement initiatives.
Excellent verbal and written communication skills.
Basic computer knowledge, including Microsoft Office applications such as Word, Excel, PowerPoint, and Outlook.
Positive, professional, and respectful customer service demeanor.
Ability to explain processes and experiences visually.
Ability to use data to generate insights and ideas.
Ability to assess problems and identify solutions.
Ability to work with clinical and non-clinical stakeholders to improve associate engagement.

Responsibilities

Provide administrative support for the iCARE program and analyze its results.
Collaborate with leadership teams and Human Resources to support associate engagement design and rounding processes.
Conduct focus groups, interviews, field studies, and regular rounding or check-ins with frontline staff and leaders to assess engagement and identify opportunities for improvement.
Prepare and conduct associate engagement design workshops as needed.
Produce engagement reports, use data to generate insights, and synthesize research on best practices.
Report findings and communicate best practices to key stakeholders.
Identify associate engagement improvement opportunities and collaborate with leadership teams to assess them.
Build and analyze the associate engagement survey platform, including system communications and response-rate monitoring.
Use appropriate tools and templates to support engagement design and collect system-wide engagement data.
Participate in, collaborate on, and assist with coordinating service awards events.
Implement engagement improvement plans across St. Elizabeth hospitals and St. Elizabeth Physicians.
Serve as an internal consultant to associate engagement performance teams and councils, using data to assess needs, identify solutions, and support decisions.
Recommend appropriate solutions, including process improvements and learning initiatives, and use adult learning theories and methodologies as appropriate.
Monitor initiative effectiveness and impact and evaluate results against business drivers and organizational goals.
Collaborate with stakeholders and guide team members in creating project deliverables.
Manage stakeholder communications and relationships throughout project cycles and facilitate project and council discussions.
Develop tools, plans, work plans, deliverables, and tracking processes for engagement improvement efforts.
Create project deliverables independently and oversee others' work products for quality.
Perform problem analysis and develop solutions.
Establish and maintain an in-house knowledge base of associate engagement best practices and share it with leaders and teams.