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Posted: 17-Jan-25
Location: Altamonte Springs, Florida
Categories:
Internal Number: 25002262
All the benefits and perks you need for you and your family:
· Benefits from Day One
· Career Development
· Whole Person Wellbeing Resources
· Mental Health Resources and Support
Our promise to you:
Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.
Job Location: Monday-Friday 8:00am - 5:00pm - Hybrid - Altamonte Springs, FL
The role you’ll contribute:
Is responsible for the successful management of projects across AdventHealth’s Vision 2030 aspirations, providing expert improvement consulting, ensuring the implementation of experience standard work and driving best practice implementation across various initiatives. This role is responsible for overseeing complex consulting engagements, utilizing data driven insights to inform decision-making and ensure effective outcomes. This role requires a strong background in adult learning concepts, advanced project/change management skills, and excellent communication abilities. This position also includes planning and supporting core content for key initiatives such as aspiration events, strategic forums and market visits and all other duties as assigned. This position serves as a change agent for AdventHealth, fostering a culture of continuous improvement and transformation.
This role requires between 25-50% travel to markets depending on current priority projects.
The value you’ll bring to the team:
• Serves as a strong partner to Aspiration teams inclusive but not limited to AIT, Revenue Cycle, Consumer Innovation, Marketing, Physician Enterprise, Analytics, Consumer Experience, Communications, Legal ect.
• Is dedicated to the identification, implementation, and sustainment of consumer experience optimization efforts that support best practice standardization
• Utilizes reports for analyzing data related to strategic performance measures to review and promote optimal outcomes in support of AdventHealth goals.
• Collaborates with executives and leaders to oversee experience action plans that drive improvement.
• Organizes consulting priorities and is proactive in driving projects to completion while meeting company objectives.
• Actively engages in user maintenance for reporting and transparency oversight and training
• Actively leads and/or participates in aspiration strategic planning
• Provides process improvement and develops communications and change management plans
• Collaboratively develops customized improvements and adoption plans
• Develops strategic recommendations for curriculum necessary to support consumer experience improvement initiatives for the markets across the continuum of care, including innovative approaches for delivery.
• Partners and collaborates with resources from other areas to achieve successful project completion.
• Leads and organizes projects to develop consumer facing strategies that promote engagement in their care and a better consumer experience.
• Conducts specified consumer experience improvement and mystery shop audits and reports findings and recommendations to leadership.
• Reviews reports/monitors data and outcome measures to evaluate adoption of implemented consumer experience processes; knowledgably assesses data in relation to processes in order to improve outcomes
• Performs tasks related to project planning, meeting and team facilitation, data collection, schedule creation, deliverable documentation, analysis, and report development.
• Builds solid cross-functional relationships.
• Collaborates with leadership, subject matter experts, performance improvement experts, quality experts, end users, vendors, and associates to support the identification, implementation, and refinement of experience improvement efforts.
• Coordinates logistics for pilots, benchmarking, site visits, and research for consumer experience best practices.
• Employs project management standards through all phases of work, including but not limited to design, implementation, sustainment and coordinates improvement projects.
• Utilizes Lean/Six Sigma methodologies (rapid improvement cycles, daily management, key performance indicators, voice of the customer, statistical analysis, cause and effect analysis, root cause analysis, etc.) to facilitate improvement efforts.
• Works with the appropriate Experience Learning and Delivery Activation teams to ensure training content and outreach is based on best practice workflows and aligns with organizational core competencies
• Maintains stable performance under pressure or opposition (i.e., experiencing time pressure, conflict, or job ambiguity) and evaluates needs of organization accordingly.
The expertise and experiences you’ll need to succeed:
KNOWLEDGE AND SKILLS REQUIRED
• Demonstrates strong communication, organization and follow-through skills, managing consumer experience improvement initiatives, projects and programs.
• Microsoft Office suite experience with advanced PowerPoint, Excel, and Visio skills
• Proficiency in project management, quality improvement principles, change management, communications
• Proficiency in identifying, defining, analyzing, and displaying metrics and goals
• Process improvement methodologies experience
• Process mapping and process mapping tools experience
• Advanced analytical, problem solving, communication, and critical thinking skills
• Strong attention to detail and ability to problem-solve effectively
• Solid ability to analyze and evaluate business problems by defining challenges, identifying alternatives, and making timely decisions
• Strong knowledge of Consumer/Patient Experience best practices, and how to best integrate with care
• Experience leading performance improvement/optimization efforts
• Experience with leading projects and cross functional teams
KNOWLEDGE AND SKILLS PREFERRED
• Familiarity with formal change management models (e.g., PROSCI)
EDUCATION AND EXPERIENCE REQUIRED:
• Bachelors in business, engineering, IT or healthcare related field
• At least 3 years of experience in
• Consulting, training or process improvement
EDUCATION AND EXPERIENCE PREFERRED:
• Member of professional organization(s) related to job responsibilities (i.e. IHI, ASQ, SHS)
LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:
• Certified Six Sigma Black Belt (CSSBB) by ASQ
• Certified Six Sigma Green Belt (CSSGB) by ASQ
• Lean Certification by ASQ
• Project Management Professional by PMI
• Change Management Certification by PROSCI
• Certified Professional in Healthcare Quality (CPHQ)
• Member of one professional organization related to job responsibilities (i.e., ASQ, IIE)
