Serv Excellence Operations Consultant

You Belong Here.

At MultiCare, we strive to offer a true sense of belonging for all our employees. Across our health care network, you will find a dynamic range of meaningful careers, opportunities for growth, safe workplaces, and flexible schedules. We are connected by our mission - partnering and healing for a healthy future - and dedicated to the health and well-being of the communities we serve.

Power BI experience preferred

Position Summary

MultiCare has an exciting opportunity for a Service Excellence Operations Consultant to lead technical operations improvement work focused on patient experience performance targets or benchmarks. You will operate as a technical operations consultant to patient experience subject matter experts, leaders and teams playing a key role in visualizing patient experience data and implementing technical solutions. You will combine advanced knowledge of information technology, healthcare/clinical data, best practices/tactics, data analysis, predictive modeling, and analytics to report out on trends, and data from patient engagement touchpoints, present to large diverse audiences and be accountable for any technical implementation roll outs.

Responsibilities

• Analyzes data to shore up actionable opportunities to improve performance for operational leaders on the ideal patient experience.
• Translates complex concepts into mathematical representations which are simple for other leaders to understand by utilizing strong abilities in problem solving, logical reasoning, and translating.
• Partners with leaders to deliver an optimal patient experience and rollout system-wide tactics to improve patient experience.
• Delivers data to operational and medical leaders per their carelines and areas of oversight.
• Reports data analysis of market and customer research to identify key influences on consumer health care choice and satisfaction across diverse settings and populations.
• Ensures regulatory reporting requirements are met.
• Oversees the Patient Experience Dashboard to include flow of data from vendor and how to visualize the data

Requirements

• Bachelor’s degree in computer science, business, finance, healthcare, or related field
• Four (4) years of experience including any combination of duties related to process improvement, consulting, training, survey design/development, customer service program design, application development, analyzing and presenting trends using data warehousing tools or facilitating and educating large groups
• Extensive experience working with and communicating with executive leadership, clinicians, and technical teams in a clinical care environment
• Education and or experience with quantitative and qualitative data analysis and methodologies
• LEAN or Six Sigma experience preferred

Our Values

As a MultiCare employee, we'll rely on you to reflect our core values of Respect, Integrity, Stewardship, Excellence, Collaboration and Kindness. Our values serve as our guiding principles and impact every aspect of our organization, including how we provide patient care and what we expect from each other.

Why MultiCare?

• Belonging: We work to create a true sense of belonging for all our employees
• Mission-driven: We are dedicated to our mission of partnering for healing and a healthy future and the patients and communities we serve
• Market leadership: Washington state's largest community-based, locally governed health system
• Employee-centric: Named Forbes “America’s Best Employers by State” for several years running
• Technology: "Most Wired" health care system 15 years in a row
• Leading research: MultiCare Institute for Research & Innovation, 40 years of ground-breaking, clinical and health services research in our communities
• Lifestyle: Live and work in the Pacific Northwest - offering breathtaking water, mountains and forest at every turn

Pay and Benefit Expectations

We provide a comprehensive benefits package, including competitive salary, medical, dental and retirement benefits and paid time off. As required by various pay transparency laws, we share a competitive range of compensation for candidates hired into each position. The pay scale is $93,018.00 - $133,869.00 USD. However, pay is influenced by factors specific to applicants, including but not limited to: skill set, level of experience, and certification(s) and/or education. If this position is associated with a union contract, pay will be reflective of the appropriate step on the pay scale to which the applicant’s years of experience align.

Associated benefit information can be viewed here.