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.
In addition to the salary range listed below, 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:
Annual RateMinimum$73,900.00 Midpoint$103,800.00 Maximum $133,700.00
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
Prior experience working in a hospital setting
Working knowledge of HCAHPS and other patient experience surveys/metrics highly preferred
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
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.
The University of California, Irvine is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. 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 [email protected] or at (949) 824-0500, Monday - Friday from 8:30 a.m. - 5:00 p.m.
Since 1965, the University of California, Irvine has combined the strengths of a major research university with the bounty of an incomparable Southern California location. UCI's unyielding commitment to rigorous academics, cutting-edge research, and leadership and character development makes the campus a driving force for innovation and discovery that serves our local, national and global communities.