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Job Summary:

Provides support for the Care Experience strategy in collaboration with Regional and Medical Center leaders and other key stakeholders. This position collaboratively supports the administration, implementation, promotion, and integration of Care Experience directives and initiatives in the KP medical center or member service area. Provides support for, and assists with, the coordination of activities, events, and programs specific to KP local, regional, and program-wide Care Experience objectives, initiatives, activities, and performance. Serves as a resource in developing Care Experience best practices, integrating data analysis to identify opportunities for improvement and service recovery methodologies. Effectively serves as liaison with Patient Care Services, Physicians, and support services to enhance the Care Experience for patients, members, and guests.

Essential Responsibilities:

• Serves as a visible, active, and enthusiastic champion providing support in implementing Care Experience improvement initiatives.

• Provides data support for Real-Time Feedback, HCAHPS, CFMP, care experience goal setting, and ongoing performance review.

• Analyze, track, and trend Real-Time feedback, HCAHPS, and CFMP comments and service alerts.

• Provides support for, and/or participates in Care Experience improvement initiatives directly related to enhancing HCAHPS, MCAHPS, and CAHPS performance and other Care Experience metrics that reflect KPs commitment to exceptional Care Experience(s) and improvement efforts.

• Serves as a Care Experience resource for Real-Time Feedback and HCAHPS by sharing best practices using National Care Experience toolkits and providing education for targeted audiences.

• Assists and supports service recovery and serves as a patient advocate by helping members navigate KP Health systems.

• Serves as an alternative dispute resolution resource and provides informal assistance to patients and providers in resolving patient experience issues. Conducts informal fact-finding and gathers information that may be helpful to understanding the overall context of the dispute.

• Facilitates contact with other appropriate local/market area departments as necessary (e.g. Legal or Member Services).

• Provides feedback to senior management by tracking and analyzing types of patient and provider concerns, and in collaboration with appropriate stakeholder groups.

• Utilizes data-driven insights to evaluate progress, communicate findings, and identify potential obstacles to achieving desired outcomes.

• Provides support evaluating progress; identifies and assists with mitigation of barriers to success to achieve targeted results.

• Participates in both Inpatient and Ambulatory Care Experience committees, aiding in the development and execution of action plans.

• Champion and support various recognition programs to acknowledge outstanding contributions to care experience by employees and departments.

• Collaborates on new CE projects, supporting Inpatient and Ambulatory CE steering committees and associated teams.

• Facilitates Service Behavior Training for staff members.

• Assist in integrating regional strategic elements into the medical centers strategic plan.

  Basic Qualifications:

  Experience

• Minimum two (2) years- of experience in care experience, project management, customer/guest services relations, communication, data management, and/or healthcare.

  Education

• Bachelors degree in behavioral sciences, business admininstration or other related fields or four (4) years of experience in a directly related field.

• High School Diploma or General Education Development (GED) required.

  License, Certification, Registration

• N/A

  Additional Requirements:

• Must be able to work in a Labor/Management Partnership environment.

• Knowledge of healthcare, customer service, data collection, analysis and reporting tools and/or project management.

• Effectively builds teams and processes across departments and functional units.

• Basic knowledge of coaching for improvement by providing guidance and encouragement.

• Works effectively across departments and functional units to develop shared processes and achieve aligned goals.

• Facilitates education and workshops.

• Ability to inspire and engage to achieve strategic priorities. Serves as a role model.

• Demonstrated ability to implement activities and tasks to support strategic initiatives and achieve results/outcomes.

• Demonstrated communication abilities including presentation skills, with adopted methodologies for workforce and patients/member segments (i.e. Front line staff, leaders, patients and families).

  Preferred Qualifications:

• Preferred Project Management and/or Performance Improvement knowledge; Working knowledge of change management.

• Working knowledge of service recovery and/or complaint management.

• Assists in identifying opportunities for organizational improvement designed to support the strategic plan.

• Knowledge of Customer / Relations and/or care experience best practices.

• Knowledge of health care regulatory environment preferred.

• Knowledge of Patient and Family Centered Care principles preferred.

• Masters degree preferred.

COMPANY: KAISER

TITLE: Care Experience Consultant

LOCATION: Honolulu, Hawaii

REQNUMBER: 1263760

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.