Consultant, Patient Experience

Department Overview

Serves as a content expert for industry best practice related to consumer/patient experience throughout OHSU. This person functions as a change agent for improving the patient experience through cultural and process improvement initiatives, human centered design activities, consultation, project management and education. The consultant provides institutional perspective and insight to support system-level alignment of initiatives and their impact on the patient experience.

Function/Duties of Position

Consultation

• Serves as a subject matter expert for the patient experience, and the availability of programs
• Monitors industry trends and analyzes external and internal data to inform and influence improvement efforts
• Consults with leaders on barriers to improvement and driving meaningful action at the individual, departmental, and system level to achieve strategic initiatives
• Serves as a subject matter expert on the operational aspects of the patient experience surveys administered by the organization
• Identifies need for new programming and manages existing programs in support of OHSU's strategic plan and the improvement of the patient experience
• Stays current on industry compliance requirements, and proposed changes
• Determines appropriate patient feedback collection method for projects, programs and initiatives and connects stakeholders to the identified resource(s)
• Develops and administers patient experience assessments for clinical and nonclinical areas · Conducts observational data collection
• Manages and coordinates associated system databases

Data Management

• Determines the need for and updates regular and ad hoc reporting
• Develops report templates
• Develops and updates dashboards to report on patient experience metrics and resources
• Provides data analysis
• Provides goal setting recommendations
• Develops and manages patient feedback vendor relationships, ensuring an effective partnership relationship.

Education

• Conducts training sessions and/or attends meetings to deploy information as needed
• Designs training and user resources
• Remains current in new trends and innovations around improving the patient experience
• Shares and promotes successful improvement tactics and practices.

Other duties as assigned

Required Qualifications

• Bachelor''s degree in healthcare, science, business, engineering, or statistics. Evidence of relevant continuing education in the area of performance improvement and project management.
• 5 years of experience in performance improvement
• Certification is required. Detps will determine which one i.e. Sigma Certification, Lean Certification etc
• Demonstrate through either previous position responsibilities or academic preparation:
• Strong training skills and facilitation abilities with evidence of successful lean six sigma projects
• Evidence within last 2 years of Project Management skills working with teams requiring self-direction and excellent written and verbal communication skills.
• Evidence within the last two years of projects showing evidence of detail oriented and superb organizational skills
• Ability to work as a team member
• Expertise in office automation computer software including word processing, PowerPoint, spreadsheet, flow diagram and statistical programs.
• Basic understanding of statistical and data analysis.

Job Related Knowledge, Skills and Abilities (Competencies):

• Exhibits a friendly and outgoing demeanor
• Demonstrates critical thinking and problem-solving skills
• Ability to manage and perform multiple tasks under conditions of fluctuating workloads, competing priorities, and changing deadlines
• Proficient in MS Office Suite
• Ability to work independently and follow through on assignments with minimal direction
• Possesses excellent interpersonal, written and oral communication skills, including the ability to speak in large groups
• Demonstrated experience in cultivating and fostering working relationships and partnerships internally and externally
• Ability to work with multi-disciplinary teams
• Strong training and facilitation skills
• Understanding of statistical and data analysis
• Working knowledge of patient experience concepts
• Ability to coach individuals at all levels of the organization

Preferred Qualifications

• Master's degree
• Minimum of 3 years' experience with a large complex health care organization · Minimum of 3 years' experience managing and/or developing patient experience initiatives
• OPEX training
• Experience in a large academic medical center setting
• Formal experience in training and coaching
• Experience with human centered design tools
• Health literacy specialist certification
• Experience with EPIC or other patient information software
• Experience with patient experience vendors (e.g., NRC Health, GetWell, Loyal Health, etc.)
• Knowledge of budgeting and resource allocation
• Health literacy certification

Additional Details

Typically Monday-Friday from 8:00am-5:00pm with flexibility of working hours required, including evenings and weekends.

Why apply to OHSU?

We are Oregon''s only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland''s largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington. All are welcome. OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply. To request reasonable accommodation, contact askhr@ohsu.edu