#100302 Office of Experience Transformation Coach
UCSD Layoff from Career Appointment: Apply by 07/16/2019 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 07/25/2019. Eligible Special Selection clients should contact their Disability Counselor for assistance.
Selected candidate may be hired at a level III or IV.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 on the forefront of the Experience Transformation practice, the coach directs needs assessment processes utilizing Press Ganey, 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 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, develops content and curriculum, and facilitates team member and leader salons. The coach will perform other consultant related functions as required.MINIMUM QUALIFICATIONS
A Bachelor's Degree in organizational design, human resources, business administration or related area; and/or equivalent experience/training.
Three (3+) or more years of experience delivering customer service initiatives or staff development related to service excellence.
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 with the design of improved experience processes, implementing improved processes, and measuring outcomes.
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.
Strong problem-solving, employee relations and statistical or metrics background. Knowledge and demonstrated ability in change management.
Expert level written and oral communication skills, including excellent coaching, facilitation and training delivery skills for all audience levels.
Ability to make positive impact quickly, building and maintaining credibility with a broad and diverse constituency.
Superb customer service presence.
- 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.
- 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.