Strategic Project Consultant – Patient Experience

At HealthPartners, you’ll find a culture where we live our values of excellence, compassion, integrity and most importantly, partnership. By working together, we will improve health and well-being, create exceptional experiences for those we serve and make care and coverage more affordable.

We currently have an exciting opportunity for a Strategic Project Consultant – Patient Experience. This position will actively partner with senior and local leaders to improve Patient and Family Experience (PFE) initiatives, tools, and results at an organizational level. In collaboration with clinical leaders, administrative leaders and the Director of Care Group Experience, s/he will identify, prioritize, plan, and manage multiple project teams in support of strategic patient experience objectives of the organization. The Patient Experience Consultant independently leads and/or manages large complex initiatives. S/he is an active member of the HealthPartners Care Group Quality leadership team and reports to the Director of Care Group Experience & Development.

Required Qualifications:

• Bachelor’s degree
• 5+ years of related experience
• Demonstrated experience in navigating matrixed organizational structures
• Demonstrated experience in scoping, developing and leading projects to completion
• Experience with patient experience measurement systems and reporting
• Proficient in Microsoft Office products
• Constructive dissatisfaction with status quo and drive for improvement using strategic thinking skills
• Excellent critical thinking, analytical skills and problem solving. Able to contribute these skills to the creation of solutions
• Demonstrated capability to obtain and analyze data to direct project focus
• Excellent verbal and written communication skills
• Ability to teach, coach and influence others
• Drive and initiative to develop relationships and partnerships within and external to areas of focus
• Proficient in designing, preparing, and facilitating effective meetings and discussions
• Able to successfully deal with ambiguity, have perspective and courage, be approachable and motivate others

Preferred Qualifications:

• Healthcare experience preferred
• Experience with SharePoint preferred
• Experience with HealthPartners current patient experience survey system (NRC) is beneficial

Accountabilities:

• Embraces the role as an organizational expert on all things patient experience. Strives to keep yourself and your direct teammates, as well as the broader organization, up-to-date on effective and impactful patient experience activities being utilized across healthcare.
• Analyzes current organizational patient experience programs and processes and recommends various courses of action that will lead to improved patient experience outcomes.
• Effectively navigates the development, planning, implementation and on-going support of broad, org-wide patient experience projects and initiatives.
• Provides outstanding client support by being responsive to organizational requests for information, advice, or participation.
• Educates and trains clinical and administrative leaders on patient experience initiatives, measurements and reporting tools.
• Continually develops methods for compiling, analyzing and presenting data that will allow leaders to better understand and more effectively act upon the data.
• Through on site and virtual interactions, actively partners with clinic and department leaders to support and guide their efforts to elevate patient experience.
• Effectively uses consulting and influencing skills to develop valued relationships with key stakeholders.
• Performs other duties as assigned.

Scope of Responsibility:

• Will work with a wide variety of people at all levels within the organization. Partner with leaders and clinicians across the organization to develop patient experience solutions to support business needs. Cultivate effective relationships with key stakeholders, using a consultative approach that balances the goals of the organization with the workload, limitations and current realities of the departments/clinics.
• Anticipate trends in patient experience. Collaborate and leverage resources to their fullest in order to generate new patient experience approaches. Determine if and how to effectively produce supportive process and system solutions.
• Utilize the concepts and tools of continuous improvement to ensure organizational excellence in patient experience. Utilize radical unconventional thinking to generate ideas that shift and elevate our patient experience mindset and results.

Internal/External Contacts:

• This position 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.

Supervision/Work Direction:

• Independently and autonomously performs roles and responsibilities, informing/involving the Director of Care Group Experience as needed.

HealthPartners is recognized nationally for providing outstanding care and experience for patients and members. We offer an excellent salary and benefits package. For more information and to apply go to www.healthpartners.com/careers and search for Job ID #48251.

Additional Information:

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.