Care Delivery Experience Consultant

HealthPartners • Bloomington, MN

4h • Hybrid

About The Position

HealthPartners is hiring a Care Delivery Experience Consultant. The Care
Delivery Experience Consultant partners with leaders to assess, design, and
implement strategies that enhance patient and family experience. Serving as a
subject matter expert in patient experience and patient and family‑centered
care, the role recognizes employee engagement as a critical driver of a strong
service culture.

Primarily supporting Regions Hospital, with additional responsibilities across
ambulatory clinics and other care settings as needed, the consultant analyzes
patient experience and employee engagement data, along with other insights, to
provide consultation, coaching, and training to leaders, clinicians, and staff.
This role leads and manages multiple moderate to complex initiatives, ensuring
solutions address meaningful needs and creates value for patients, families, and
guests across care delivery settings.

Through a consultative approach, the consultant collaborates closely with
leaders and clinicians across the organization, builds trusted stakeholder
relationships, and supports patient experience solutions aligned with
organizational and business priorities.

This role reports to the Director, Care Delivery Experience, and joins a team of
three other Care Delivery Experience Consultants, working collaboratively within
a larger, system‑wide group dedicated to strengthening patient and family
experience across the organization.

At HealthPartners we believe in the power of good – good deeds and good people
working together. As part of our team, you’ll find an inclusive environment that
encourages new ways of thinking, celebrates differences, and recognizes hard
work.

We’re a nonprofit, integrated health care organization, providing health
insurance in six states and high-quality care at more than 90 locations, including hospitals and clinics in Minnesota and Wisconsin. We bring together
research and education through HealthPartners Institute, training medical
professionals across the region and conducting innovative research that improve
lives around the world.

At HealthPartners, everyone is welcome, included and valued. We’re working
together to increase diversity and inclusion in our workplace, advance health
equity in care and coverage, and partner with the community as advocates for
change.

Benefits Designed to Support Your Total Health
As a HealthPartners colleague, we’re committed to nurturing your diverse
talents, valuing your dedication, and supporting your work-life balance. We
offer a comprehensive range of benefits to support every aspect of your life,
including health, time off, retirement planning, and continuous learning
opportunities. Our goal is to help you thrive physically, mentally, emotionally,
and financially, so you can continue delivering exceptional care.

Join us in our mission to improve the health and well-being of our patients,
members, and communities.

We are an Equal Opportunity Employer and do not discriminate against any
employee or applicant because of race, color, sex, age, national origin,
religion, sexual orientation, gender identify, status as a veteran and basis of
disability or any other federal, state or local protected class.

Requirements

• Bachelor’s degree in business, health care management, or related field.
• Two (2) years of experience in patient experience, healthcare quality improvement, healthcare reporting, or related discipline.
• Two (2) years of project management experience.
• Proficiency with Microsoft Office products including Word, PowerPoint, and Excel.
• Strong critical thinking and analytical skills.
• Excellent verbal and written communication skills.
• Demonstrated ability to build relationships and collaborate effectively with professionals and senior‑level leaders across the organization.
• Ability to analyze data to direct project focus.
• Ability to teach, coach, and influence others.
• Ability to design, prepare, and facilitate effective meetings and discussions.

Nice To Haves

• Master’s degree
• Hands-on experience in a care-delivery role, including but not limited to rehabilitation therapy, nursing, chiropractic care, social work, or other positions involving direct patient or client support.

Responsibilities

• Serve as consultant and subject matter expert in patient experience and patient-family centered care principals.
• Partners with leaders and senior consultants to influence and collaborate effectively.
• Develops knowledge of effective and impactful patient experience activities being utilized across healthcare.
• Analyzes current organizational patient experience programs and processes in partnership with leaders, and in consultation with senior consultants as needed, to recommend various courses of action that will lead to improved patient experience outcomes and alignment with organizational direction.
• Provides observation and professional coaching to staff at all levels based on performance improvement strategies.
• Demonstrates experience to evaluate employee competency and support the hardwiring of standardized processes, behaviors, and initiatives related to exceptional patient experience.
• Incorporates storytelling to promote linkage between patient/family experience with improvement in clinical outcomes, employee retention and engagement, and organizational health.
• Through on-site and virtual interactions, actively partner with clinic and department leaders to support and guide their efforts to elevate patient experience.
• Conducts engaging training techniques to influence behavior change, including role play, simulation, scenario design, etc.
• Educates and trains clinical and administrative leaders on patient experience initiatives, measurements, and reporting tools.
• Utilizes the concepts and tools of continuous improvement to ensure organizational excellence in patient experience.
• Participates in the development and implementation of projects related to patient/guest experience initiatives (education, patient/family advisory councils, experience design, etc.).
• Effectively navigates the development, planning, implementation and ongoing support of broad, org-wide patient experience projects and initiatives.
• Serves as team leader for ad hoc and ongoing project teams.
• Analyzes, interprets, and prepares data for clinical and non-clinical staff to support patient experience initiatives.
• Analyzes and develops work plans by reviewing data gathered from national survey tools.
• Frequently interacts and consults with executives and department leaders, including hospital and clinic physicians, managers, and support staff.
• Develops and maintains high quality business partnerships with internal clients and external vendors.
• Provides client support by being responsive to organizational requests for information, advice, or participation.
• Provides observation and professional coaching to staff at all levels based on performance improvement strategies.

Benefits

• As a HealthPartners colleague, we’re committed to nurturing your diverse talents, valuing your dedication, and supporting your work-life balance.
• We offer a comprehensive range of benefits to support every aspect of your life, including health, time off, retirement planning, and continuous learning opportunities.
• Our goal is to help you thrive physically, mentally, emotionally, and financially, so you can continue delivering exceptional care.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees