Area Experience Leader

About the role

The Area Patient Experience Leader guides the strategic plan for initiatives to achieve positive, measurable changes in organizational culture, practices, environment, and behaviors that result in exceptional experiences for our patients and members as demonstrated through membership growth, retention, and patient experience (HCAHPS).

Responsibilities

• Promotes learning in others by communicating information and providing advice to drive projects forward; builds relationships with cross-functional stakeholders.
• Listens, responds to, seeks, and addresses performance feedback; provides actionable feedback to others, including upward feedback to leadership and mentors junior team members.
• Practices self-leadership; creates and executes plans to capitalize on strengths and improve opportunity areas; influences team members within assigned team or unit.
• Adapts to competing demands and new responsibilities; adapts to and learns from change, challenges, and feedback.
• Serves as a lead consultant to ensure the alignment, buy-in, and coordination of diverse stakeholders to drive the implementation of successful business initiatives and projects.
• Develops business strategy and ensures alignment and prioritization of organizational objectives and business initiatives.
• Manages complex projects or project components, leads change management activities, and performs complex data analyses to drive business initiatives.
• Partners internally and externally to make effective business decisions; determines and carries out processes and methodologies; solves complex problems; escalates high-priority issues or risks, as appropriate; monitors progress and results.
• Serves as a lead advocate for continuous learning and professional development by keeping abreast of cutting edge industry practices, standards, and benchmarks; attending and presenting at roadshows, conferences, and speaking events; leading the ongoing enhancement and innovation of consulting practices, standards, and methods across KP; serving as an advocate to ensure continuous learning and improvement is championed as a people strategy; providing training and guidance to stakeholders as appropriate; and providing ongoing coaching to build a continuous improvement mindset and build capabilities that drive results.
• Manages complex projects or project components by coordinating stakeholder contacts; assembling team based on project needs and team member strengths; consulting in the development, analysis, and management of project plans; coordinating project schedules and resource forecasts; proactively monitoring and identifying project or business initiative risks, issues, and trigger events; developing mitigation plans and strategies; and resolving or escalating risks or issues as appropriate.
• Leads change management activities associated with business initiatives by engaging stakeholders to obtain support and buy in for changes; partnering with senior management, project champions, and process owners to communicate align improvement initiatives with business objectives; determining appropriate change management method and approach; and ensuring stakeholders embrace a change management mindset, understand intent and purpose, and foster a culture of change.
• Performs complex data analyses to drive business initiatives by identifying appropriate data analysis tools and approach to assess business performance; determining suitable data gathering and analysis methods (e.g., process observation, hard data, etc.); defining data requirements and obtaining customer agreements, including customer requirements as appropriate; conducting advanced analyses and performing experimental tests to evaluate the effectiveness of business solutions; and identifying and alleviating risks through data-driven analysis.

Qualifications

• Minimum two (2) years experience in a leadership role with or without direct reports.
• Bachelor’s degree from an accredited college or university and Minimum eight (8) years experience in consulting, project management, data analytics, operations or a directly related field OR Master’s degree in Business, Public Health, or a directly related field and Minimum six (6) years experience in consulting, project management, data analytics, operations or a directly related field OR Minimum ten (10) years experience in consulting, project management, data analytics, operations or a directly related field.