Patient Experience Consultant, Full Time, First Shift

Service Improvement

Leads service improvement efforts at UC Health through documentation and analysis of existing processes, management, and improvement of applicable computerized systems, and specification and design of new or modified processes to consistently deliver initiatives across the organization.

Selects and utilizes process improvement tools and techniques, including UC Health Way PI framework, to drive improvement work.

Research best practices and integrates process improvement methodologies that are data driven, systematic, and reliable into performance improvement activities.

Strategy Implementation & Project Management

Lead cross-functional teams to implement and continuously improve patient-centered processes and programs across all departments and services.

Monitors the implementation of improvement initiatives and tracks progress towards established goals, providing regular updates and adjustments, as needed.

Aids in the development and implementation of toolkits and training programs to equip employees with the skills and mindset necessary to deliver outstanding service.

Manages multiple projects through prioritization of team, unit, and/or organizational goals.

Performance Coaching & Support

Collaborates with leaders across the system to guide patient experience initiatives, delivering coaching and education, as required.

Provides timely and constructive feedback to leaders and teams to support their learning and project success.

Facilitates recognition activities, including leveraging patient comments and compliments received.

Reports out to various levels of organizational associates and leaders, including senior leadership.

Quantitative Analysis & Data Management

Analyzes and interprets data collected from various database systems to identify performance improvement opportunities.

Aid in defining and tracking success metrics for improvement initiatives.

Provides graphical analysis to establish relationships in data and reach supportable conclusions based on available data.

Use benchmarking processes to identify best practices.

Develops reports and query databases for custom reports to support the team’s informed decision making and appropriate reporting of the data.

Training & Development

Edits and trains leaders, physicians, nurses, and staff to enhance service delivery.

Evaluates the effectiveness of training courses, workshops, or other developmental interventions designed to address training needs of individuals or groups of employees.

Helps drive the culture of people first through role modeling and coaching, aligning with our PRIIDE Values, in patient care delivery.