UCSD Layoff from Career Appointment: Apply by 04/19/2021 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 04/29/2021. Eligible Special Selection clients should contact their Disability Counselor for assistance.
Selected candidate may be hired at a level III or IV.
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.
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.
Experience presenting to a variety of audiences (front line team members through Senior leaders).
Proven experience with Process Improvement and/or design (ideally patient experience related).
Understands how to interpret and use data to guide improvement.
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 (this is hard at this level, but so beneficial).
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.
UC San Diego is an academic powerhouse and economic engine, recognized as one of the top 8 public universities by U.S. News and World Report. Innovation is central to who we are and what we do. Here, students learn that knowledge isn't just acquired in the classroom - life is their laboratory. UC San Diego's rich academic portfolio includes six undergraduate colleges, five academic divisions and five graduate and professional schools. The university's award-winning scholars are experts at the forefront of their fields with an impressive track record for achieving scientific, medical and technological breakthroughs.