Experience Elevation Specialist – CCPN

Reporting to the Director of Experience Elevation, the Experience Elevation Specialist serves as a visible and dynamic champion in providing the goals, education and coaching needed to build improved, elevated Cook Children’s experiences. The EES collaborates with and actively coaches select areas and/or departments including/involving senior leadership, department managers and frontline staff to facilitate improvement efforts based on patient experience surveys and experience standards.

How You Make a Difference: At Cook Children’s, everyone should feel like family. The EES role is critical to ensuring we act on what our patients, families and health plan members tell us this looks like when we do this best, helping us to be our best more consistently and continuing to elevate our ability to be even better. What our patients, families and members experience directly affects their well-being, medical outcomes and their long-term relationship with healthcare. The EES empowers our people, processes and technology to make meaningful improvements that have direct impact to our communities.

How We Make a Difference: The Patient, Family, Member Experience team’s mission is to give voice to what patients, families and members see, advocate for how experiences effect well-being, provide support and emotional safety, and elevate people, processes and technology. The EES is surrounded by colleagues who are deeply passionate in bettering the human experience and consider their work a calling. Our Promise inspires us to perform at our highest level because we understand the impact we have every day on the lives of the children, families and caregivers we serve.

Qualifications

• Bachelor’s degree in a related field required.
• 3 years healthcare supervisory experience in a clinical practice with progressive experience.

Knowledge, Skills, Abilities And Attributes

• Strong analytical and statistical skills in working with quantitative and qualitative data with timeframe over timeframe comparisons and applying insights into project plans relating to workflow improvements and behavior interventions.
• Strong interpersonal, facilitation, and team building skills exhibited by participation in/and leading projects using process and quality improvement tools.
• Ability to create consensus for resolution.
• Flexible/adaptable with the ability to work with diverse groups of people and in many different situations.
• Excellent communication skills, as demonstrated in oral presentations and written reports required.
• Proficient in the use of computer (word processing, spreadsheet, and database management).
• Strong systems thinker; understand how different areas services within the organization can create a similar elevated experience. Navigates an interconnected system well; employs effective collaboration with stakeholders demonstrated by implemented change management projects.

Licensure, Registration, and/or Certification

• Six Sigma Lean/Yellow Belt or CPXP must be obtained within one year.

Additional Information

CCHCS