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Patient Experience Consultant

1 month ago

Orange, California, United States University of California Full time
About the Role

As a Patient Experience Consultant with the University of California, Irvine (UCI) Health, you will play a pivotal role in developing and implementing initiatives to enhance patient experience and quality of care. You will utilize data, engagement tools, and other resources to conduct needs assessments and drive decision-making. Your expertise in analyzing complex data and identifying trends will inform patient experience strategy, design, and development. You will collaborate with cross-functional teams to execute strategic initiatives that positively impact patient experience scores and unit performance. Your strong communication and presentation skills will enable you to effectively lead and facilitate assessments and process-oriented approaches to enhance the experience of patients, staff, physicians, and visitors at UCI Health.

Key Responsibilities

Conduct needs assessments and analyze data to inform patient experience strategy and development
Collaborate with cross-functional teams to execute strategic initiatives that positively impact patient experience scores and unit performance
Develop and implement initiatives to enhance patient experience and quality of care
Analyze and interpret complex data to identify trends and inform patient experience strategy
Provide consultative support and facilitate assessments and process-oriented approaches to enhance the experience of patients, staff, physicians, and visitors

Requirements

Bachelor's Degree or equivalent education and experience
Ability to independently problem solve and apply sound reasoning to new and/or non-routine situations
Ability to effectively communicate in English in a clear and concise manner, both verbally and in writing
Ability to establish and maintain effective working relationships across the organization
Ability to travel to various campus locations to interact with staff and patients
Experience or training in the use of statistical techniques
Demonstrated experience in process design and improvement
Demonstrated knowledge of strategic planning and change management principles
Experience using Voice of the Customer data and feedback to drive improved processes, including patient satisfaction, complaint data, and social media to create action plans for improving patient experience
Demonstrated experience assessing and interpreting data to develop interventions that yield improved operational excellence and employee/patient experiences
Minimum of three years (3) experience managing patient experience, operational-based projects, or other related project experience that impact healthcare metrics
Strong communication and presentation skills and proven history of positive interpersonal relations across all levels of leadership
Ability to lead both large and small groups for training/education/meetings

Preferred Qualifications

Working knowledge of HCAHPS and other patient experience surveys/metrics highly preferred
Prior experience working in a hospital setting
Experience in Project Management and Lean Six Sigma as improvement tools

Conditions of Employment

The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment:
Background Check and Live Scan
Legal Right to Work in the United States
Vaccination Policies
Smoking and Tobacco Policy
Drug Free Environment

The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements.
California Child Abuse and Neglect Reporting Act
E-Verify
Pre-Placement Health Evaluation

Details of each policy may be reviewed by visiting the following page:

Equal Opportunity Employer

The University of California, Irvine is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.

We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact UCI's Employee Experience Center (EEC) at or at , Monday - Friday from 8:30 a.m. - 5:00 p.m.

Consideration for Work Authorization Sponsorship

Must be able to provide proof of work authorization