108898 - Experience Coach
As a federally-funded institution, UC San Diego Health maintains a marijuana and drug free campus. New employees are subject to drug screening.
#108898 Experience CoachExtended Review Date: Wed 6/23/2021
For the safety and well-being of the entire university community, the University of California requires, with few exceptions, that all students, faculty and staff be vaccinated against the COVID-19 virus before they will be allowed on campus or in a facility or office. For more information visit: https://ucnet.universityofcalifornia.edu/news/2021/07/ucs-covid-19-vaccine-policy.html
This posting shall remain open until filled.
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.
Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).
UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, and several outpatient clinics. UC San Diego Medical Center in Hillcrest is a designated Level I Trauma Center and has the only Burn Center in the county. We invite you to join our dynamic team!
Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.
UC San Diego Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html
UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.