Intermediate Experience Design Consultant (Patient Experience)

Build your career with IU Health!  We have an exciting opportunity available for a Intermediate Experience Design Consultant to join the Patient Experience team. This is a hybrid role that will need to flexible on locations from Frankfort, IN, West Lafayette, IN, Lafayette, IN, and Monticello, IN. This role should anticipate a 3 day requirement to be onsite in those locations.

This team member will work closely with the Arnett Physicians Group practices to understand patient feedback, intake patient complaints, and root cause those perceptions with the managing teams of our ambulatory spaces. This position will be a problem solver and forward thinker, identifying and mitigating negative touchpoints for patients as they experience IU Health. Responsibilities will also include customer service training, teaching service recovery tactics, and coaching team members towards better patient interactions. Supports and executes the customer experience strategic plan through the development and implementation of system resources consistent with the core capabilities and practices identified in the plan. Responsible for research, benchmarking and competitive analysis for projects related to core capabilities and consistently models the use of Voice of the Customer to inform experience design deliverables. Develops materials and documentation to support best practice sharing and strategic plan governance. Assists with facilitation of cross functional work groups to hardwire mature experience capabilities and practices consistently across all points of care.

Our ideal candidate would hold 1-3 years of customer service experience in healthcare or other industries. They would also have experience in patient relations, service recovery, and addressing customer complaints and feedback. 

At IU Health, your personal and professional growth is a top priority. You will have access to many diverse opportunities to learn and develop in meaningful ways that matter most to you, such as training, leadership development, promotion opportunities and cross training development.  We offer a comprehensive benefits package designed for you, which includes Medical-Dental-Vision, a matching 401K, PTO, tuition reimbursement program, wellness program, and more!  

• Bachelors Degree Required. Degree in Service Management, Business, or healthcare or service related field preferred.
• Master Preferred.
• 3-5 years of relevant experience.
• Experience in a service or healthcare related industry preferred.
• Experience with matrix organization and complex work environment.
• Experience exhibiting professional judgment and diplomacy in handling unexpected problems and frequent interruptions.

• Indiana University Health has nearly 40,000 team members, including more than 3,600 physicians and 1,200 advanced practice providers, and we’re home to the largest nursing network in Indiana with more than 9,000 nursing team members at over 800 sites of care.
• IU Health is ranked No. 1 in Indiana by U.S. News & World Report, Riley Children's Health is ranked among the top children's hospitals in the country by U.S. News & World Report.
• A unique partnership with the Indiana University School of Medicine – one of the nation’s largest medical schools – gives patients access to groundbreaking research and innovative treatments, and it offers team members access to the latest science and the very best training – advancing healthcare for all.
• With 15 hospitals, including seven with Magnet designation and eight with Pathways to Excellence designation, our team members are leading the way through excellence.
• At Indiana University Health, your personal and professional growth is a top priority. You will have access to many diverse opportunities to learn and develop in meaningful ways that matter most to you, such as advanced clinical training, leadership development, promotion opportunities and cross training development.
• Indiana University Health is invested in the lives of Hoosiers, leading the transformation of healthcare to make Indiana one of the nation’s healthiest states.