Experience Improvement Specialist
About The Position
The Experience Improvement Specialist advances a culture of continuous improvement by ensuring lived experience and stakeholder feedback meaningfully inform service delivery, system design, and organizational learning. This role bridges client, family, and workforce experiences with structured improvement methodologies to drive equitable, person-centered outcomes. The Specialist is responsible for listening to and responding to experience-related feedback, analyzing trends, and partnering with leaders and teams to design, test, and implement improvements. Serving as an improvement coach and facilitator, this role supports the organization’s Quality Management System (Elevate Together) through the application of continuous improvement practices including Kaizen events, PDSA cycles, and structured problem-solving. All improvement efforts are grounded in dignity, respect, and the voices of those served.
Requirements
- Associate’s degree or higher in healthcare, human services, quality improvement, organizational development, or a related field preferred
- Minimum of three years of experience in improvement, quality, client services, project management, training, or related work required
- Experience facilitating groups, leading improvement efforts, or supporting organizational change strongly preferred
- Equivalent combinations of education and relevant experience will be considered
Nice To Haves
- Lived experience with mental illness or supporting a family member with mental illness strongly preferred.
- Experience facilitating groups, leading improvement efforts, or supporting organizational change strongly preferred.
- Bilingual/bi-cultural preferred
Responsibilities
- Serve as a primary point of contact for experience-related feedback, grievances, and concerns from clients, families, and other stakeholders, ensuring timely and respectful resolution.
- Advocate for client rights and person-centered practices while maintaining confidentiality and regulatory compliance.
- Document compliments, complaints, feedback, trends, and resolutions to support analysis, reporting, and continuous learning.
- Conduct outreach and follow-up activities to better understand lived experiences and address informal concerns.
- Facilitate and support the Client and Family Advisory Council, focus groups, and other engagement forums.
- Analyze qualitative and quantitative experience data to identify trends, risks, and opportunities for improvement.
- Serve as a trusted improvement coach and subject matter resource to leaders and teams across the organization.
- Conduct baseline assessments of the organization’s Quality Management System (Elevate Together) and partner with teams to develop improvement plans.
- Facilitate Kaizen events, PDSA cycles, and structured problem-solving sessions in collaboration with service line teams.
- Assist in the planning, facilitation, and evaluation of improvement and learning programs.
- Ensure experience and lived perspective are meaningfully integrated into improvement efforts, training, and system design.
- Coordinate experience surveys, support follow-up improvement initiatives, and assist with reporting.
- Perform other duties as assigned.
Benefits
- Medical, dental, and vision coverage — including options for eligible dependents
- Mental health and wellness resources
- Short-term and long-term disability insurances
- Paid time off (PTO): Accrued vacation and personal leave based on FTE status and length of service
- Paid Sick Leave: Provided in accordance with the Colorado Healthy Families and Workplaces Act (HFWA)
- A range of voluntary benefits available to all employees
- 403(b) retirement plan with employer matching contributions
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
