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. MultiCare’s roots in the Pacific Northwest go back to 1882, with the founding of Tacoma’s first hospital. Over the years, we’ve grown from a Tacoma-centric, hospital-based organization into the largest, community-based, locally governed health system in the state of Washington. MultiCare's comprehensive system of health includes more than 300 primary, urgent, pediatric and specialty care locations across Washington, Idaho and Oregon, as well as 13 hospitals. We welcome patients from the entire Pacific Northwest region and our 20,000-plus team members — including employees, providers and volunteers — proudly care for the communities we serve. Without a doubt, our organization has changed over the years. But what has never changed, throughout our long history, has been our dedication to the health and wellness of the people of the Pacific Northwest. Guided by our mission, vision and values, we are on a continuous journey to deliver the services that our communities need, and to ensure access to those services, now and in the future. Join our talent network by creating a simple profile with us and we'll see if you're a fit for any current openings! Don't see an opening that fits your current preferences? Create a job alert for the type of job you're looking for, and we'll notify you when one gets posted! Click here to create a Job Alert. MultiCare provides equal employment opportunity to all employees and job applicants. We do not tolerate discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation, gender identity or expression or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. If you are an external job applicant who requires reasonable accommodation in the job application process, please contact the Employee Resource Center (ERC) at 253-403-6947 and we will assist you with submitting a ticket to initiate your request for accommodation. If you are a current employee, you can submit an ERC ticket or call the ERC for assistance.

Salary : $93,018 - $133,869