Consumer Experience Principal Consultant
Primary Location Denver, Colorado
Worker Location Remote
Job Number 1305759 Date posted 09/11/2024
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Description:
Essential Responsibilities:
Salary Range: $59.09/hour - $76.42/hour
Job Summary:
These positions manage (and/or support the management) of projects and programs to create and maintain an effective infrastructure to meet the goals and objectives of the Colorado Market. Accountable as directed for all phases of Consumer Experience programs including design, planning, prioritization, development, implementation, analysis, metrics, and reporting. Assesses needs; develops action plans; facilitates responses for service improvement as appropriate. Develops, coordinates and delivers education, training, and communication programs. Demonstrates in depth practice, knowledge, and skills essential to project and program management to influence key stakeholders in the Market and the Enterprise. Functions as expert authority within and on behalf of the Market. The scope of work projects is broad and comprehensive and includes health plan and care delivery consumer experience initiatives performed and reported to audiences such as national leadership, market leadership, inter-market leadership groups, and labor management partners. Is accountable for Consumer Experience outcomes for the Colorado Market.
Essential Responsibilities:
- Develop regional and service area specific consumer experience strategies using data driven approaches.
- Direct and drive the implementation, execution, and hardwiring of tactics and evidence-based practices to improve physicians, staff, leaders, and patient/family experiences.
- Implement strategies that drive and support patient experience improvement initiatives for targeted areas.
- Implement and drive strategies that enhance robust physician and staff engagement.
- Serve as a key resource to management, staff, and providers to improve organizational engagement, leadership and partnership.
- Provide professional coaching including competency validation and consultation to influence leadership, including Health Plan and physicians, direct care providers, and other stakeholders to deliver excellent consumer experiences.
- Collaborate with leadership to identify and mitigate barriers as identified through patient complaints.
- Participate in the development of programs and services that address specific aspects of the end-to-end consumer experience within his/her assigned area of responsibility.
- Providing insight and input to different regional governance committees to enhance patient/family engagement in organizational decisions that affect the quality of care and patient experience.
- Support organizational strategic work groups to drive improved experience initiatives and ensure organizational alignment.
- Introduce patient experience strategic imperatives during new hire onboarding processes including, but not limited to orientation.
- Works on assignments of diverse and complex scope.
- Interprets less defined guidelines to make recommendations for process improvements and/or enhancements.
- Requires complex planning to coordinate with other departments or resources.
- Assists Consumer Experience and the Colorado Market in developing and initiatives aligned to strategic direction, including setting priorities and goals, and establishing a plan of action.
- Monitors multiple project teams and designated programs to ensure timely completion of expected work product/s within budget.
- Leads, conducts and presents the results of special analytic studies designed to improve the Programs understanding of Consumer Experience performance.
- Leads peer group meetings and programs that are relevant to the Consumer Experience agenda.
- Represents Consumer Experience on select national and regional groups.
- Establishes and maintains effective relationships with national and market peers.
- Develops and delivers presentations, data and materials, to varying levels of leadership.
- Recommends to the Consumer Experience leadership opportunities to integrate industry trends and best practices into programs, projects, and goals.
- Identifies the need for, develops, and leads discrete strategic initiatives including but not limited to: Develops and manages project teams.
- Reassesses and modifies project deliverables.
- Ensures that projects are designed to achieve stated objectives.
- Identifies appropriate evidence based organizational goals in area of expertise and makes recommendations to the leadership or appropriate committee.
- Monitors multiple projects and teams to assure timely delivery of work products within budget.
- Leads peer group meetings and programs that interface with targeted areas of expertise.
- Assists in developing priorities, aims, and plans and provides coaching and advice to colleagues on successful implementation strategies.
- Participates on regional and/or national work groups.
- Develops and delivers presentations, education and materials, to all levels of leadership and management regarding program wide performance, programs, and projects in targeted areas.
- Integrates industry trends and best practices throughout programs, projects, and goals.
Basic Qualifications:
Experience
- Minimum eight (8) years of related experience.
Education
- Bachelors degree required OR four (4) years of related work experience required.
- High School Diploma or General Education Development (GED) required.
License, Certification, Registration
- N/A
Additional Requirements:
- Thorough knowledge of policies, practices and systems.
- Regularly contributes to the development of new concepts, techniques, and standards.
- Considered functional expert in field within KP.
- Frequently contributes to the development of new theories and methods.
- Employs expertise as a generalist or specialist.
- Must be able to work in a Labor/Management Partnership environment.
Preferred Qualifications:
- Masters degree highly preferred, OR six (6) years of experience in a directly related field.
Primary Location: Colorado,Denver,Regional Office - Colorado
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 08:00 AM
Working Hours End: 05:00 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Remote
Employee Status: Regular
Employee Group/Union Affiliation: NUE-CO-02|NUE|Non Union Employee
Job Level: Individual Contributor
Department: Colorado Regional Offices - HP Mgr-Administration - 1608
Pay Range: $122900 - $158950 / year
The ranges posted above reflect the location in the job posting. The salary range may vary if you reside in a different location or state than the location posted.
Travel: Yes, 5 % of the Time
Remote: Work location is the remote workplace (from home) within KP authorized states.
Worker location must align with Kaiser Permanente's Authorized States policy.
At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
