Patient Experience Strategic Improvement Specialist, Office of the Patient Experience
The Office of the Patient Experience at the University of Iowa 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.
CHARACTERISTIC DUTIES AND 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.
The successful candidate will possess:
Ability to rapidly collect and analyze data, identify and define problems, establish root cause, and identify and implement optimal solutions.
Experience in effectively 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.
Work Schedule: Some flexibility between the hours of 7:00 AM and 5:00 PM, Monday through Friday
Location: This position is located at the University of Iowa Health Care Medical Center in Iowa City, IA. This position is eligible to participate in partial remote work after the initial training and onboarding has been completed. Remote work must be performed at a location within the state of Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and the employee travel policy when working at a remote location.
University job classification: Quality & Operations Improvement Engineer/PAF3
Pay level: 5A. Starting salary will be based on applicant qualifications and relevant experience. To view the full salary range for 5A: Professional and Scientific Pay Structures | University Human Resources - The University of Iowa (uiowa.edu).
Benefits Highlights: Fringe benefit package including paid vacation; sick leave; health, dental, life and disability insurance options; and generous employer contributions into retirement plans. Complete information regarding the full benefits package may be viewed at: https://hr.uiowa.edu/benefits
World Class Health Care: UI Health Care is ranked among the nation's best hospitals by U.S. News & World Report and is Iowa's only comprehensive academic medical center and a regional referral center. Each day more than 12,000 employees, students, and volunteers work together to provide safe, quality health care and excellent service for our patients. Simply stated, our mission is: Changing Medicine. Changing Lives. ®
Education and Experience Required:
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.
Desirable Qualifications:
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.
Application Process:
In order to be considered, applicants must upload a cover letter and a current resume that clearly address how they meet the listed required and desired qualifications of this position.
Job openings are posted for a minimum of 7 calendar days. Applications will be accepted until 11:59 PM on November 18, or on date of closing.
Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification.
For questions, contact Heidi Bodensteiner at heidi-bodensteiner@uiowa.edu.
Up to 5 professional references will be requested at a later step in the recruitment process.
This position is not eligible for University sponsorship for employment authorization now or in the future.
Equal opportunity employer
The University of Iowa is an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment free from discrimination on the basis of race, creed, color, religion, national origin, age, sex, pregnancy (including childbirth and related conditions), disability, genetic information, status as a U.S. veteran, service in the U.S. military, sexual orientation, or associational preferences.
Persons with disabilities who need assistance or accommodations with the application or interview process may contact University Human Resources/Faculty and Staff Disability Services, (319) 335-2660 or fsds@uiowa.edu. For jobs in UI Health care, please contact UI Health care Leave & Disability Administration at 319-356-7543.
