Clinical Experience Improvement Specialist - 136335

The selected candidate will serve within The Office of Experience Transformation as a Clinical Experience Improvement Specialist on the design and implementation of patient experience, guest experience, and team member experience improvement. The Clinical Experience Improvement Specialist works collaboratively with team members from the Office of Experience Transformation as well as with team members from across the organization, including nurses, physicians, faculty, and team members to improve experience based on set strategic priorities. The Clinical Experience Improvement Specialist will primarily focus on improving the experience of patients and guests in the Emergency Department, and may also be involved in efforts to improve the experience of patients and guests in Inpatient spaces and units. The ideal candidate will have strong clinical expertise, a keen eye for identifying inefficiencies, and experience or interest in quality improvement methodologies.

The Clinical Experience Improvement Specialist will use process improvement methodologies, tools, and principles to help design new ways of working to deliver exceptional experiences to patients, guests, and team members across the organization. The Clinical Experience Improvement Specialist will assist with project goal establishment and communication, as well as the development of action plans and timelines for completion of experience improvement projects. The Clinical Experience Improvement Specialist will work closely with clinicians and other team members in the Emergency Department and Inpatient spaces to identify larger opportunities to improve the patient and guest experience and partner with these teams to implement changes.

Additionally, the Clinical Experience Improvement Specialist will practice rounding on patients and guests to both keep an accurate pulse on the patient and guest experience and areas for improvement as well as identify in-the-moment opportunities to perform any necessary service recovery to improve individual patients' and guests' experiences. They will serve as a liaison between clinical teams and administrative leaders to ensure sustainable and patient-centered improvements.

Additional Job Functions Include:

• Partnering with other departments to develop tools and resources to support front line team members in delivering exceptional experiences in the Emergency Department and Inpatient settings.
• Partnering with other departments to improve the experience of Inpatient patients in the Emergency Department and looking at opportunities to improve the experience of patients who are transferred between UC San Diego health facilities.
• Identify and assess the experience of target patient populations in the Emergency Department and Inpatient settings; partner with clinical leaders and team members to identify and address opportunities for improvement.
• Analyzing data (both quantitative and qualitative) and trends to identify opportunities and recommend solutions to improve the experience of patients, guests, and team members.
• Creating visually appealing presentations to present and socialize improvement efforts and progress among team members and leaders.
• Recommending changes or new processes to increase patient satisfaction in navigating across the healthcare system.
• Creating timelines and identifying resources needed to execute on projects that align with strategic priorities of the Office of Experience Transformation and the organization as a whole.
• Utilizing critical thinking and analytical skills to determine the appropriate course of action for a patient or guest in the moment.
• Utilizing software databases and functions to assist patients and guests with critical information to their visit.
• Collaborating with Office of Experience Transformation team members.
• Fostering relationships with UC San Diego Health team members and leaders.

• Bachelor's Degree in organizational design, human resources, business administration, hospitality, or related areas, and/or Bachelor's Degree in a clinical/healthcare field (e.g., nursing, public health, social work).
• RN License or LCSW license issued by the State of California.
• Three (3+) or more years of experience as a Registered Nurse or Licensed Clinical Social Worker practicing in either the Inpatient or Emergency Department setting.
• Strong general clinical knowledge in a variety of modalities, or significant expertise in a specialty area. Ability to assess patient needs and make appropriate referrals for ancillary support services and programs.
• Advanced skills in assessing patient's grievances and locating appropriate resources to get issues resolved. Skills to intervene and assist with patient's questions or concerns about treatment plan.
• Demonstrated interpersonal skills to compassionately listen to/respond to patient concerns and successfully perform service recovery.
• Experience practicing quality, process, or experience improvement efforts in the healthcare setting.
• Ability to apply knowledge and skills to recommend experience improvements to current processes.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Excellent organizational and time management skills, with proven ability to adapt to changing priorities, manage numerous diverse projects simultaneously, meet deadlines and apply creativity and originality in problem-solving.
• Excellent oral and written communication skills, demonstrated in written communication, PowerPoint presentations, and delivering of presentations to a variety of audiences.
• Advanced proficiency in PowerPoint, Excel, and Word.
• Demonstrated experience assessing patients' concerns to quickly locate appropriate resources for resolution.

• Bilingual English/Spanish.
• Familiarity with process improvement and change management.
• Certification in Lean Six Sigma Process Improvement.

• Must be able to work various hours and locations based on business needs.
• Employment is subject to a criminal background check and pre-employment physical.