Patient Experience Strategic Improvement Specialist

UIOWA•Iowa City, IA

9d•Hybrid

About The Position

The Office of the Patient Experience at UI Health Care Medical Center is seeking to hire a full-time Patient Experience Strategic Improvement Specialist. The Strategic Improvement Specialist supports system-wide patient experience improvement strategy by maintaining the organization’s patient experience surveys and data and acting as a patient experience coach to area leaders on strategies designed to improve the patient experience. This role provides all levels of management, physicians, and clinical staff with accurate and timely data for effective decision making and assists leaders by providing coaching support that contributes the development of performance improvement plans. In order to be considered, applicants must upload a current resume and a cover letter that clearly addresses how they meet the listed required and desired qualifications of this position.

Requirements

Ability to rapidly collect and analyze data, identify and define problems, establish root cause, and identify and implement optimal solutions.
Experience in effective coaching, influencing, collaborating, and consulting with individuals at all levels of the organization including physicians, nurse, managers, department heads, clinic administrators, and senior hospital administrators.
Ability to observe staff/provider behaviors and provide immediate feedback and coaching in a positive/constructive manner.
Excellent public speaking and/or teaching skills.
Ability to design and deliver impactful presentations to broad audiences.
Ability to inspire and initiate innovative thinking surrounding patient experience at UI Health Care.
Strong group facilitation and conflict management skills and a demonstrated ability to unite individuals around a common goal.
A strong sense of personal accountability, passion, and ownership for achieving sustained patient experience excellence across the health system.
An ability to work independently and collaboratively in a fast-paced team environment.
Must be able to prioritize, manage, and execute simultaneous tasks.
A demonstrated ability to effectively manage projects through their life cycle.
The ability to apply change management methods to assigned projects.
A bachelor's degree in business, data analytics, healthcare administration or a related field (or an equivalent combination of education and experience).
3-5 years’ related experience in coaching/training or data analytics (preferably related to patient or customer experience).
Experience organizing, analyzing, synthesizing, and displaying data to support effective decision making.
Superior written/verbal communication, interpersonal skills and the ability to present information clearly and professionally to varying levels of individuals throughout the organization.
Excellent public speaking and/or teaching skills.
Proficiency in Microsoft Office Suite (Outlook, Word, Power Point and Excel).
Ability to work independently and as a member of a team.

Nice To Haves

A master's degree or Ph.D. in business, data analytics, healthcare administration or a related field.
Demonstrated experience in data analytics, data management systems and research.
Demonstrated proficiency in Tableau.
Experience in infographics (e.g., data dashboard design) is desired.
Experience in operations, performance improvement or patient experience within a healthcare setting.
Previous experience in an academic medical center.
Some knowledge of University of Iowa Healthcare policies, procedures, and regulations.

Responsibilities

Provides internal coaching to hospital-based leadership and staff in order to drive patient experience improvement and help to ensure the achievement of patient experience-related goals.
Actively participates as a mentor, trainer and coach to assist leaders/faculty/staff in the aspects of the patient experience.
Coordinates all aspects of UI Health Care’s Patient Experience Surveys including development of sampling methodology, new survey development, maintenance, reporting, and data analysis/interpretation.
Develop a consultant/advisor relationship with assigned clinics and units to build and sustain a patient and family-centered focus and environment.
Applies process improvement concepts and methodologies to identify and address current service performance gaps.
Develops, reviews, interprets, and presents standardized reports and custom reports in response to requests from Administration and other stakeholders using various reporting systems such as the Press Ganey portal, Tableau/Tableau server, etc.
Provides end-user training and assistance regarding reporting systems, data analysis/interpretation, and improvement strategy development.
Participates in the identification of service performance targets, strategic planning, and decision-making processes.
Serves as a liaison to UI Health Care personnel with regards to patient experience surveys.
Participates in departmental and/or intradepartmental committees.
Performs other duties and responsibilities as assigned.