Incumbent will work with team members at all levels from across the organization as an Organizational Consultant, to assess organizational and strategic issues to provide guidance solutions such as facilitating assessments, strategic planning, as well as culture-change and process-oriented approaches to enhance the experience of patients, staff, physicians and visitors at UC Irvine Health. This will include the design and implementation of experience improvement solutions.
Annual Rate Minimum $71,300.00 Midpoint $100,000.00 Maximum $128,700.00
Bachelor's Degree, or equivalent education and experience
Must demonstrate superior customer service orientation and be able to assess and interpret data to develop interventions that yield improved patient/customer satisfaction
Ability to independently problem solve and apply sound reasoning to new and/or non-routine situations
Ability to effectively communicate in English in a clear and concise manner, both verbally and in writing
Ability to establish and maintain effective working relationships across the organization
Ability to travel to various campus locations to interact with staff and patients
Experience or training in the use of statistical techniques
Demonstrated experience in process design and improvement
Demonstrated knowledge of strategic planning and change management principles
Minimum of three years demonstrated work experience delivering customer service initiatives, employee engagement or wellness, 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
Requires strong communication skills and proven history of positive interpersonal relations.
Ability to facilitate both large and small groups for training/education/meetings
Flexibility to work variable shifts, including occasional weekends or special events
Prior experience working in a hospital setting
Working knowledge of HCAHPS and other patient experience surveys/metrics highly preferred
Experience in Project Management and Lean Six Sigma as improvement tools
Conditions of Employment:
The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment:
Background Check and Live Scan
Legal Right to Work in the United States
Smoking and Tobacco Policy
Drug Free Environment
The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements.
The University of California, Irvine is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.
We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.
UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact UCI's Employee Experience Center (EEC) at email@example.com or at (949) 824-0500, Monday - Friday from 8:30 a.m. - 5:00 p.m.
Since 1965, the University of California, Irvine has combined the strengths of a major research university with the bounty of an incomparable Southern California location. UCI's unyielding commitment to rigorous academics, cutting-edge research, and leadership and character development makes the campus a driving force for innovation and discovery that serves our local, national and global communities.