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