POSITION PORPOSE

The Consultant – Experience of Care serves as a consultant & liaison to implement strategy & to support operations, projects, programs & service delivery outcomes. Responsible for the planning, implementation, coordination & evaluation of programs & strategic initiatives. Works cooperatively with various organizational levels to understand business needs & the interrelationship of issues impacting the implementation & delivery of business operations & services. Provides knowledge & expertise in programs & workstreams. 

Full-Time, 40 hours per week position.

Position is Hybrid allowing for remote work with on-site responsibilities at Trinity Health Livonia and Trinity Health Pontiac.  Health Livingston.

WHAT YOU WILL DO

Responsible for leading patient experience strategy execution across full sub-region (2-5 acute care ministries) and coordinating patient experience across care continuum.

Accountable to monitor and execute strategy to achieve full CMS pay for performance incentives. >2 million per subregion.  

In partnership with hospital presidents and Senior Leaders, leads weekly interdisciplinary, hospital wide Patient Centered Care Experience improvement huddle, overseeing leader compliance to standardized processes and achievement of Net Promoter Score and key driver results.

Participates in developing and implementing Experience of Care department strategy and facilitates improvement of departmental processes such as grievance process, customer feedback and engagement methods, strategy deployment, etc. 

Serves as a subject matter expert and facilitates integration of patient experience, colleague engagement, and safety culture strategies. 

Provides on-going communication, consulting and analytical support to physicians, leaders and colleagues relative to patient experience data, best practices and improvement activities.   

Leads, facilitates, and coaches care experience strategy and related improvement activities to achieve departmental and organizational outcomes.  

Generates, analyzes, and supports leaders with interpretation of experience of care data to identify trends and improvement opportunities. 

Develops and provides education and coaching to physicians, residents, leaders, and colleagues to promote an exceptional care experience for every customer.  

Designs, evaluates, and refines learning materials and facilitates experiential, skill based, and educational workshops for physicians, residents, leaders, and colleagues to promote exceptional patient care.

MINIUMUM QUALIFICATIONS

Bachelor’s Degree in related field

Five (5) years of health care related experience.  

Two (2) years of experience in leadership, patient experience, or facilitating and coaching improvement with proven outcomes.  

ADDITIONAL PREFERRED QUALIFICATIONS

Master’s degree in related field

Patient experience and/or quality or process improvement certification.

POSITION BENEFITS AND HIGHLIGHTS

Competitive compensation.

Full benefits package including Medical, Dental, Vision, PTO, Life Insurance, Short and Long-term Disability.

Benefits effective Day One! No waiting periods.

Retirement savings plan with employer match.

Opportunity for growth and advancement throughout Trinity Health

Tuition Reimbursement

ABOUT TRINITY HEALTH OAKLAND / LIVONIA

Trinity Health Oakland Trinity Health Oakland Hospital is a 497-bed community teaching hospital, level II trauma center and longtime leader in health care in Oakland County. The hospital has been a leading provider of the most advanced medical care for more than 90 years.

Founded and opened by the Felician Sisters in 1959, Trinity Health Livonia Hospital is a 304-bed community hospital that provides comprehensive and compassionate care to the Wayne County community.

Our Commitment to Diversity and Inclusion
 

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.