Patient Experience Consultant- Patient Experience- FT Day Shift - University of California, Irvine

UCI Health is the clinical enterprise of the University of California, Irvine, and the only academic health system based in Orange County. UCI Health is comprised of its main campus, UCI Medical Center, a 459-bed, acute care hospital in in Orange, Calif., four hospitals and affiliated physicians of the UCI Health Community Network in Orange and Los Angeles counties and ambulatory care centers across the region. Listed among America’s Best Hospitals by U.S. News & World Report for 23 consecutive years, UCI Medical Center provides tertiary and quaternary care and is home to Orange County’s only National Cancer Institute-designated comprehensive cancer center, high-risk perinatal/neonatal program and American College of Surgeons-verified Level I adult and Level II pediatric trauma center, gold level 1 geriatric emergency department and regional burn center. UCI Health serves a region of nearly 4 million people in Orange County, western Riverside County and southeast Los Angeles County.

To learn more about UCI Health, visit www.ucihealth.org.

Position Summary:

The Patient Experience Consultant with the Department of UCI Experience plays a pivotal role in the development and rollout of initiatives and programs designed to improve patient experience and enhance the quality of patient care in healthcare. Utilizes survey data, engagement tools, and other resources to effectively conduct needs assessments and drive decisions and priorities. Analyzes and interprets complex, high-level data, identifying trends and patient experience strategy, design, planning, and development for use in decision making. Provides consultative support and facilitates assessments and process-oriented approaches to enhance the experience of patients, staff, physicians, and visitors at UCI Health. Participates in establishing goals, development of action plans, identifying opportunities for improvement, and providing oversight to development of charters, working groups, and steering committees. Collaborates with cross-functional teams to execute strategic initiatives that positively impact patient experience scores and unit performance. Works with physician leadership on implementation strategies and tactics related to star rating performance and physician engagement surveying.

Total Compensation

We offer a wealth of benefits to make working at UCI even more rewarding. These benefits may include medical insurance, sick and vacation time, retirement savings plans, and access to a number of discounts and perks. Please utilize the links listed here to learn more about our compensation practices and benefits.

Required Qualifications:

• Bachelor's Degree, or equivalent education and experience

• Ability to independently problem solve and apply sound reasoning to new and/or non-routine situations

• Ability to effectively communicate in English in a clear and concise manner, both verbally and in writing

• Ability to establish and maintain effective working relationships across the organization

• Ability to travel to various campus locations to interact with staff and patients

• Experience or training in the use of statistical techniques

• Demonstrated experience in process design and improvement

• Demonstrated knowledge of strategic planning and change management principles

• Experience using Voice of the Customer data and feedback to drive improved processes, including patient satisfaction, complaint data, and social media to create action plans for improving patient experience

• Demonstrated experience assessing and interpreting data to develop interventions that yield improved operational excellence and employee/patient experiences

• Minimum of three years (3) experience managing patient experience, operational-based projects, or other related project experience that impact healthcare metrics

• Strong communication and presentation skills and proven history of positive interpersonal relations across all levels of leadership

• Ability to lead both large and small groups for training/education/meetings

Preferred Qualifications:

• Working knowledge of HCAHPS and other patient experience surveys/metrics highly preferred
• Prior experience working in a hospital setting
• Experience in Project Management and Lean Six Sigma as improvement tools

Conditions of Employment:

The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment:

• Background Check and Live Scan
• Legal Right to Work in the United States
• Vaccination Policies
• Smoking and Tobacco Policy
• Drug Free Environment

The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements.

• California Child Abuse and Neglect Reporting Act
• E-Verify
• Pre-Placement Health Evaluation

Details of each policy may be reviewed by visiting the following page: https://hr.uci.edu/new-hire/conditions-of-employment.php

Closing Statement:

The University of California, Irvine is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.

We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact UCI's Employee Experience Center (EEC) at eec@uci.edu or at (949) 824-0500, Monday - Friday from 8:30 a.m. - 5:00 p.m.