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Consulting Services & Project/Program Management (Non-IT)

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Care Experience Manager

Location: Wailuku, HI Additional Locations:
Job Number: 837566 Date posted: 10/22/2019
Drives Care Experience evidence based practices in collaboration with Regional Care Experience leadership and other stakeholders. This position collaboratively leads the administration, supervision, implementation, promotion and integration of Care Experience efforts and initiatives in the local medical center or member service area. Creates, coordinates and manages activities, events and programs specific to Care Experience goals, and contributes to and supports local and region wide Care Experience strategies and initiatives.

Essential Responsibilities:
  • Collaborates with senior leadership to align regional Care Experience strategic plan elements into the medical center strategic plan.  
  • Collaborates with and actively coaches senior leadership, department managers and staff to develop and implement strategies to improve Care Experience.
  • Serves as a visible, active and enthusiastic champion in providing leadership in implementing Care Experience improvement initiatives.
  • Partnering with senior leadership, continuously evaluates progress and identifies and mitigates barriers to success in order to achieve targeted results.
  • Co-leads the Care Experience committee to ensure execution of the Care Experience action plan.
  • Serves as a Care Experience advisory resource for critical initiatives that impact the Care Experience.
  • Develops and implements operational improvement initiatives related to member access to healthcare and member, patient and family satisfaction.
  • Identifies, develops and implements Care Experience improvement plan and initiatives directly related to enhancing CAHPS performance and other Care Experience metrics to reflect KP's commitment to an exceptional Care Experience.
  • Utilizes and analyzes Care Experience feedback from a variety of sources (patient surveys/comments, focus groups, advisory councils, complaint information, direct observation, manager / staff perspective) to track and monitor patient satisfaction as the basis for developing recommendations for key initiatives.
  • Analyzes Care Experience survey results and identifies, prioritizes, plans and oversees improvement efforts.
  • Reports and interprets findings and progress in the form of formal oral and written presentations to the senior leaders, department managers/ directors and other end users.
  • Leverages customer segmentation and analyzes the diverse patient populations within assigned area and identifies the unique needs of different populations.
  • Provides Care Experience survey, resources, practices and data analytics education for targeted audiences.
  • Basic Qualifications:
  • Minimum three (3) years of leadership experience in healthcare.
  • Minimum two (2) years in a change management role in a complex organization.
  • Education
  • Bachelor's degree is required OR four (4) years of experience in directly related field.
  • License, Certification, Registration
  • N/A

  • Additional Requirements:
  • Must be able to work in a Labor/Management Partnership environment.
  • Experience leading and facilitating teams and work groups.
  • Demonstrated experience with customer service, customer relations or other service excellence initiatives.
  • Ability to analyze and utilize data to drive performance and outcomes.

  • Preferred Qualifications:
  • Leadership Expert knowledge of healthcare leadership principles, Care Experience, strategic planning, Voice-of the-Customer strategies, Patient Centered Care Principles, healthcare system delivery design, resource allocation, data collection, analysis and reporting.
  • Team Building Demonstrated integrated team building across units /service lines, entities and regions.
  • Coaching Demonstrated experience in coaching all levels of leadership including executive level.
  • Care Delivery / System Design Experience working in an integrated care delivery system to align processes, goals and outcomes. (i.e. Collaborate with work place safety, patient safety and quality).
  • Education and Development Proven abilities in designing and delivering education programs aligned with strategic priorities including curriculum design, needs identification and facilitation.
  • Strategy Development Demonstrated experience in developing and leading strategy aligned to strategic priorities contributing to the organizational mission.
  • Data management and utilization Demonstrated experience in utilizing data to develop strategic areas of focus. Results driven and outcomes focused.
  • Communication / Presentation Proven communication and presentation skills adapted to audience (i.e. physicians, workforce and patient segments)
  • Inspire / Engage Passionate, inspiring and engaging role-model.
  • Competencies
  • Performance Improvement/ Change Management Working knowledge of Performance Improvement, innovation and change management in guiding and consulting multi-discipline project teams.
  • Service Recovery /Complaint Management Ability to manage service recovery issues and partner with key stakeholders in complaint management systems.
  • Strategic Planning Expert knowledge and experience with strategic planning, resource allocations and environmental assessment.
  • Resource Management Ability to manage budgets and financial performance.
  • Customer Relations Ability to manage customer / patient relations with the goal of ensuring exceptional patient and family care experience. Knowledge of high impact customers service training and programs.
  • Regulatory Working knowledge of health care regulatory environment.
  • Patient and Family Centered Care (PFCC) Knowledge of PFCC core principles and a champion to integrate the 'Voice of the Patient' across the continuum into health care delivery system design.
  • Care Experience Evidence-Based Practices Knowledge and expertise in the design, integration and implementation of evidence-based practices for care experience.
  • Master's degree preferred.
  • Primary Location: Hawaii,Wailuku,Memorial - Wailuku Tower 221 Mahalani St. Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun Working Hours Start: 8:00 AM Working Hours End: 5:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level: Manager with Direct Reports Job Category: Consulting Services / Project/Program Management (Non IT) Department: Care Experience Travel: Yes, 10 % of the Time 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.

    External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

    About Consulting Services & Project/program Management (non-it) Careers

    Consulting Services & Project/program Management (non-it) Careers

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