Care Delivery Experience Consultant

HealthPartners is hiring a Care Delivery Experience Consultant. The Care Delivery Experience Consultant partners with leaders to assess design and implement strategies that enhance patient and family experience. Serving as a subject matter expert in patient experience and patient and familycentered care the role recognizes employee engagement as a critical driver of a strong service culture.

Primarily supporting Regions Hospital with additional responsibilities across ambulatory clinics and other care settings as needed the consultant analyzes patient experience and employee engagement data along with other insights to provide consultation coaching and training to leaders clinicians and staff. This role leads and manages multiple moderate to complex initiatives ensuring solutions address meaningful needs and creates value for patients families and guests across care delivery settings.

Through a consultative approach the consultant collaborates closely with leaders and clinicians across the organization builds trusted stakeholder relationships and supports patient experience solutions aligned with organizational and business priorities.

This role reports to the Director Care Delivery Experience and joins a team of three other Care Delivery Experience Consultants working collaboratively within a larger systemwide group dedicated to strengthening patient and family experience across the organization.

Required Qualifications:

• Bachelors degree in business health care management or related field.
• Two (2) years of experience in patient experience healthcare quality improvement healthcare reporting or related discipline.
• Two (2) years of project management experience.
• Proficiency with Microsoft Office products including Word PowerPoint and Excel.
• Strong critical thinking and analytical skills.
• Excellent verbal and written communication skills.
• Demonstrated ability to build relationships and collaborate effectively with professionals and seniorlevel leaders across the organization.
• Ability to analyze data to direct project focus.
• Ability to teach coach and influence others.
• Ability to design prepare and facilitate effective meetings and discussions.

Preferred Qualifications:

• Masters degree
• Hands-on experience in a care-delivery role including but not limited to rehabilitation therapy nursing chiropractic care social work or other positions involving direct patient or client support.

Hours/Location:

• M-F; core business hours
• This is a hybrid role with a mix of on-site and remote work. The position is based at Regions Hospital in St. Paul where the team typically works on-site 23 days per week. There is flexibility in scheduling and no fixed on-site cadence.
• This role includes occasional travel throughout the HealthPartners service area for in-person meetings and collaborative workgroup sessions.

Responsibilities:

Serve as consultant and subject matter expert in patient experience and patient-family centered care principals.

• Partners with leaders and senior consultants to influence and collaborate effectively.
• Develops knowledge of effective and impactful patient experience activities being utilized across healthcare.
• Analyzes current organizational patient experience programs and processes in partnership with leaders and in consultation with senior consultants as needed to recommend various courses of action that will lead to improved patient experience outcomes and alignment with organizational direction.
• Provides observation and professional coaching to staff at all levels based on performance improvement strategies.
• Demonstrates experience to evaluate employee competency and support the hardwiring of standardized processes behaviors and initiatives related to exceptional patient experience.
• Incorporates storytelling to promote linkage between patient/family experience with improvement in clinical outcomes employee retention and engagement and organizational health.
• Through on-site and virtual interactions actively partner with clinic and department leaders to support and guide their efforts to elevate patient experience.
• Conducts engaging training techniques to influence behavior change including role play simulation scenario design etc.
• Educates and trains clinical and administrative leaders on patient experience initiatives measurements and reporting tools.
• Utilizes the concepts and tools of continuous improvement to ensure organizational excellence in patient experience.

Project Management

• Participates in the development and implementation of projects related to patient/guest experience initiatives (education patient/family advisory councils experience design etc.).
• Effectively navigates the development planning implementation and ongoing support of broad org-wide patient experience projects and initiatives.
• Serves as team leader for ad hoc and ongoing project teams.

Data Management

• Analyzes interprets and prepares data for clinical and non-clinical staff to support patient experience initiatives.
• Analyzes and develops work plans by reviewing data gathered from national survey tools.

Internal/External Contacts

• Frequently interacts and consults with executives and department leaders including hospital and clinic physicians managers and support staff. Develops and maintains high quality business partnerships with internal clients and external vendors.
• Provides client support by being responsive to organizational requests for information advice or participation.
• Provides observation and professional coaching to staff at all levels based on performance improvement strategies.