Experience Transformation Coach - 140842

University of California - San Diego Medical Centers; San Diego (CA); On-site; USD 111,000 - 211,000; Full time

Job summary

The University of California - San Diego Medical Centers is seeking an Experience Transformation Coach to drive patient experience design and implementation across the organization.

You will analyze practices, engage senior leaders, management, nursing and physician leaders, physicians, faculty, and staff to develop coaching programs that increase patient satisfaction and improve outcomes using data-driven methods.

Qualifications

• Nine years of relevant experience or a Bachelor's Degree in nursing, healthcare, or related field plus five years of experience.
• Advanced knowledge of organizational development and effectiveness, theories, models to assess, design and implement interventions.
• Strong analytical, problem-solving, project planning and implementation skills.
• Experience using Voice of the Customer data to drive improved patient satisfaction and related actions.
• Strong facilitation, consulting and relationship-building skills.
• Knowledge of competency-based training design, adult learning, and process improvement.

Responsibilities

• Lead needs assessment and design patient experience improvement methodologies, tools, and principles.
• Analyze data and drive decisions, planning, and presentation design for coaching programs.
• Develop content and curriculum for Salon offerings and consultant support.
• Collaborate with leadership across nursing, physicians, faculty, and staff to implement improvements.

Skills

Facilitation

Consulting

Relationship building

Data analysis

Process improvement

Coaching

Education

Bachelor's degree in nursing, healthcare, or related field

Master's Degree or PhD

Job description

Reassignment Applicants: Eligible Reassignment clients should contact their Disability Counselor for assistance.

This posting shall remain open until filled.

DESCRIPTION

The selected candidate will serve within The Office of Experience Transformation as a coach on patient experience implementation and design. The Experience Transformation Coach works with team members across the organization including senior leaders, management, nursing and physician leaders, physicians, faculty, and staff to analyze existing practices and identify opportunities (related to patient experience) to design and implement patient experience improvement methodologies, tools, and principles.

Operating at the forefront of the Experience Transformation practice, the coach directs needs assessment processes utilizing NRC, Social Media, PARS, and iReport data to drive decisions and priorities. The coach performs complex, high-level data analysis, tracking, reporting, trending, strategy development, planning, and presentation design and delivery and is responsible for the design, development, and presentation of coaching programs and consultative support in order to increase patient satisfaction.

The Experience Transformation Coach participates in goal establishment, communication, and assists in the development of action plans and timelines for completion. Along with the Office of Experience Transformation, the coach is responsible for identifying post "Leading the Way" salon offerings, developing content and curriculum, and facilitating team member and leader salons. The coach will perform other consultant-related functions as required.

MINIMUM QUALIFICATIONS

• Nine (9) years of relevant experience or a Bachelor's Degree in nursing, healthcare, or related field plus five (5) years of experience.

• Advanced knowledge of the organizational development and effectiveness field, theories, models to assess, design and implement customized, strategic organization interventions.

• Demonstrates strong analytical, problem-solving, project planning and implementation skills.

• 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.

• Highly skilled in facilitation, consulting and relationship building.

• Knowledge of competency-based training design, adult learning, behavior modeling theory and processes, training theory and delivery needs assessment processes, quality management principles and practices, and process improvement.

• Applies strong verbal, written communication and presentation skills.

• Demonstrated experience with the design of improved experience processes, implementing improved processes, and measuring outcomes.

• Possesses strong consulting, relationship building, and strategic thinking skills.

• Demonstrates skill consulting to managers and groups at all levels.

• Ability to coach, facilitate and influence people at all levels.

• Demonstrates ability to learn quickly, reason, synthesize and generalize based on information obtained; sound judgment; ability to draw unbiased conclusions.

• Ability to focus on priorities, strategies, and vision.

• Knowledge of the consulting process to effectively lead engagements from inception to conclusion.

• Ability to persuade through both logic and appeal to positive motivations.

• Superb customer service presence.

• Experience presenting to a variety of audiences (front-line team members through senior leaders).

• Proven experience with Process Improvement and/or design.

• Understands how to interpret and use data to guide improvement.

PREFERRED QUALIFICATIONS

• Nurse Manager and/or Educator experience in a hospital setting.
• A Master's Degree or PhD.
• Knowledge and experience and/or certification in Lean Six Sigma; Black belt in Lean Six Sigma, change management, or project management.
• Experience with Patient Experience and Employee Engagement.
• Clinical experience.

SPECIAL CONDITIONS

• Must be able to work various hours and locations based on business needs.
• Employment is subject to a criminal background check and pre-employment physical.

Pay Transparency Act

Annual Full Pay Range: $111,300 - $211,100 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $53.30 - $101.10

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).