Description

PeaceHealth is seeking a Human Experience Consultant for a Full Time, 1.00 FTE, Day position. Hourly compensation is $39.24 – $58.86; hiring rate dependent on qualifications, professional experience, and/or work location.

JOB SUMMARY

Position serves a critical role in supporting PeaceHealth's commitment to ensuring an exceptional place to give, and receive, compassionate, patient-centered care. This position fosters relationships between local leadership and teams and the system Human Experience department to maximally engage and ensure improvement and enhance the overall experience for caregivers, leaders, clinicians, patients and organizational strategic priorities. Position focuses on improving communication, reducing friction, and improving outcomes for all stakeholders through Mission and values-aligned consultative services that reinforce a holistic approach to developing caregivers, leaders, teams, and their relations with patients as well as with each other. Responsible for driving initiatives, projects, investments, and interventions focused on ensuring a high quality, compassionate experience for all involved. Reliably engaging at all levels of the organization, with a positive attitude and inspirational drive is fundamental of this position.

ESSENTIAL FUNCTIONS

1. Works with assigned network leadership to identify target areas of improvements and recommends goals, tactics, and methods to local leadership. Consults with leadership in the development of action plans, monitors successes, and serves as a change agent.

2.Assists leaders in understanding caregiver and patient experience feedback including survey results and patient comments. Aids key stakeholders in interpreting caregiver and patient experience data and reports. Monitors caregiver and patient experience change efforts and evaluates results. Performs periodic auditing to ensure consistent application of evidence-based tools and techniques including key communication practices, operations improvements, and behavioral best practices to ensure success.

3.Leads talent development collaboration efforts with assigned network leadership teams to assess needs and develop and deliver services ranging from team development to system-wide education programs. Works to ensure that services and policies are inclusive and equitable for all stakeholders.

4.Serves as point of contact for human experience by acting as an internal consultant and providing expert knowledge of best practices and thought leadership.

5.Coordinates with leaders and team members to lead and develop program content, training curriculum, and provide on-going education.

6.Collaborates with assigned network operational leaders on human experience improvement work by ensuring performance and data awareness, strategic planning and collaboration with operational leaders, Mission, and other key stakeholders. Identifies new approaches to improve the human experience for all stakeholders through commitment to sustainability, innovation, and scalability.

7.Acquires, understands and leverages performance data analytics and metrics to drive sound recommendations, decisions, and solutions.

8.Works closely with leadership and Human Resource Partners to design and implement development programs and ensure program goals are met. Collaborates with Human Resources Partner Organization (HRPO) to identify and assess the leadership, caregiver and team skills, competencies and structures needed to deliver on strategies that enhance the capabilities of leaders and caregivers to support the PeaceHealth Vision, Mission, Values, and strategic initiatives; consulting with leaders on how to develop and/or realign to meet those capabilities. Provides guidance on programmatic approach to improvement activities.

9.Formulates organization development, change management, and learning strategies aligned with business priorities. Utilizes ROI methodology to determine strategic learning objectives, development needs and accountabilities of leaders, groups, and organization.

10.Partners with subject matter experts in areas such as Human Resources, Mission, DEI, Quality, Clinical Excellence and learning functions to ensure that services and policies are aligned with the organization's values and mission.

11.Performs other duties as assigned.

QUALIFICATIONS EDUCATION:

• Bachelor’s Degree with focus in behavioral sciences, human resource management, patient relations, health administration, business or related discipline required or equivalent knowledge and skills obtained through a combination of education, training, and experience.
• Master’s degree or advanced training preferred.

EXPERIENCE/TRAINING:

• Minimum of five (5) years of caregiver development, patient relations, healthcare quality improvement, and/or risk management experience with progressively increasing responsibilities required.
• Experience in a healthcare setting; preferably hospital, clinic, or health system- related preferred.
• Work related experience with demonstrated ability to drive results in patient experience or customer relations excellence and caregiver engagement.

LICENSE/CERTIFICATION:

• Certification in change management is preferred.

OTHER SKILLS:

• Demonstrated ability to be a positive and inspirational agent for change, while supporting the enhancement of One PeaceHealth, our PeaceHealth brand, people, and culture.
• Demonstrated knowledge of best practices in Patient and Caregiver Experience.
• Experience leading programs and projects with demonstrated success outcomes.
• Knowledgeable and able to apply contemporary best practices in adult learning tools, approaches, improvement models, employee engagement, and culture transformation.
• Working knowledge of and experience with continuous process improvement methodologies and tools such as PDSA/PDCA, Lean, Six Sigma, etc.
• Demonstrated ability of influencing senior leaders, delivering practical solutions, and driving change.
• Subject matter expertise in organizational development methodologies including organizational and process design.
• Knowledge of organizational and team dynamics and methods to support continued improvement in these areas Ability to develop and present concise information.
• Excellent verbal, written and presentation communication skills.
• Ability to work with teams positively, respectfully, and successfully in a variety of settings.

At PeaceHealth, we carry on the healing mission of Jesus Christ by promoting personal and community health, relieving pain and suffering, and treating each person in a loving and caring way. The fulfillment of this Mission is our shared purpose. It drives all that we are and all that we do. Employees of PeaceHealth embrace the spirit of these words and share our commitment to Exceptional Medicine and Compassionate Care and are willing to learn and grow as a member of the PeaceHealth family. DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed within this job class. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

PeaceHealth is committed to the overall wellbeing of our caregivers: physical, emotional, financial, social, and spiritual. We offer caregivers a competitive and comprehensive total rewards package. Some of the many benefits included in this package are full medical/dental/vision coverage; 403b retirement plan employer base and matching contributions; paid time off; employer-paid life and disability insurance with additional buyup coverage options; tuition and continuing education reimbursement; wellness benefits, and expanded EAP and mental health program.

See how PeaceHealth is committed to Inclusivity, Respect for Diversity and Cultural Humility.

For full consideration of your skills and abilities, please attach a current resume with your application. EEO Affirmative Action Employer/Vets/Disabled in accordance with applicable local, state or federal laws.

Must be fully vaccinated for COVID-19 including 2 doses of a 2-dose series or 1 dose of a 1-dose series plus 14 days beyond the final dose prior to start date.