Ambulatory Consumer Experience Program Director
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Consumer Experience Director is responsible for developing the regional strategy in collaboration with operational leaders and executing that strategy through a position of influence. This includes leading, implementing, analyzing, reporting, and evaluating targeted patient experience improvement initiatives within the assigned service area(s); participating in the development and implementation of projects related to system-wide patient/guest experience initiatives; collaborating with and instructing leadership, department directors/managers, and staff to implement strategies ensuring optimal patient experience outcomes; collaborating with Coordinators, evaluating, and participating in the resolution of complaints to identify and mitigate barriers at the point of care; participating in the development of programs and services that address specific aspects of the patient experience within his/her assigned area of responsibility. Initiate evidence base tactics to reinforce KPNW as a great place for staff to work and physicians to practice.
- Develop regional and service area specific consumer experience strategies using data driven approaches.
- Direct and drive the implementation, execution, and hardwiring of tactics and evidence-based practices to improve physicians, staff, leaders, and patient/family experiences. Implement strategies that drive and support patient experience improvement initiatives for targeted areas.
- Implement and drive strategies that enhance robust physician and staff engagement.
- Serve as a key resource to management, staff, and providers to improve organizational engagement, leadership and partnership.
- Provide professional coaching including competency validation and consultation to influence leadership, physicians, direct care providers, and other stakeholders to deliver excellent patient experiences.
- Collaborate with leadership and Coordinators, to identify and mitigate barriers as identified through patient complaints. Participate in the development of programs and services that address specific aspects of the patient experience within his/her assigned area of responsibility.
- Collaborate with Patient and Family Centered Care, providing insight and input to the Patient Family Advisory Committee to enhance patient/family engagement in organizational decisions that affect the quality of care and patient experience
- Support organizational strategic work groups to drive patient experience initiatives and ensure organizational alignment.
- Introduce patient experience strategic imperatives during new hire onboarding processes including, but not limited to orientation.
- Influence accountability through the dissemination of targeted reports focused action plans and the validation of competency related to caregivers and staff behaviors.
- Analyze internal and external customer satisfaction metrics and other performance analytics to track and monitor performance trends, identify opportunities for improvement, and develop and implement recommended action plans including competency validation to improve the patient experience.
- Lead assigned projects and programs by creating and executing project work plans.
- Prepare and present both oral and written reports and presentations to stakeholders and leadership related to experience projects, initiatives and progress in achieving goals.
- Perform other related duties and participate in special projects as assigned.
- Upholds Kaiser Permanentes Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
- Minimum five (5) years of related work experience in establishing and improving customer service quality
- Minimum two (2) years of experience in lead or supervisory position responsible for training, coaching and supervising staff
- Bachelors degree in business, health care administration or related field.
- N/A
- Strong problem-solving skills and ability to quickly resolve root cause issues and concerns.
- Ability to develop and lead interactive and engaging training and education programs relevant to service excellence.
- Excellent communication skills (verbal and written) with a proven track record of effectively, interfacing, training, presenting information to multiple levels of the organization.
- Proficiency in writing and editing reports and other materials in the training and development.
- Skills in process improvement methodologies, (e.g. six sigma, PDSA) process management or change management.
- Computer proficiency to include Microsoft Word, Excel, PowerPoint, and Outlook.
- Must be able to work in a Labor-Management Partnership environment.
- Professional Licensure or Certification in project management, process improvement, consumer experience, human centered design, person and family centered care
- Care or consumer experience training, exposure and experience.
- Masters degree in business, health care administration or related field.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
