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Human Experience Consultant - Hybrid

Job ID: 87418
Location: Springfield, OR
Work Type: Full Time
Shift: Day
Shift Length: 8 Hours
FTE: 1.00
Benefit Eligibility: Full-time benefits

Job Description


PeaceHealth is seeking a Human Experience Consultant. This hybrid role requires the incumbent to be onsite at least 50% of the time.

Position serves a critical role in supporting PeaceHealth's commitment to ensuring an exceptional place to give, and receive, compassionate, patient-centered care. This position fosters relationships between local leadership and teams and the system Human Experience department to maximally engage and ensure improvement and enhance the overall experience for caregivers, leaders, clinicians, patients and organizational strategic priorities. Position focuses on improving communication, reducing friction, and improving outcomes for all stakeholders through Mission and values-aligned consultative services that reinforce a holistic approach to developing caregivers, leaders, teams, and their relations with patients as well as with each other. Responsible for driving initiatives, projects, investments, and interventions focused on ensuring a high quality, compassionate experience for all involved. Reliably engaging at all levels of the organization, with a positive attitude and inspirational drive is fundamental of this position.

What you will enjoy:

  • Working with assigned network leadership to identify target areas of improvements and recommends goals, tactics, and methods to local leadership. Consulting with leadership in the development of action plans, monitors successes, and serves as a change agent.
  • Assisting leaders in understanding caregiver and patient experience feedback including survey results and patient comments. Aiding key stakeholders in interpreting caregiver and patient experience data and reports. Monitoring caregiver and patient experience change efforts and evaluates results. Performing periodic auditing to ensure consistent application of evidence-based tools and techniques including key communication practices, operations improvements, and behavioral best practices to ensure success.
  • Leading talent development collaboration efforts with assigned network leadership teams to assess needs and develop and deliver services ranging from team development to system-wide education programs. Working to ensure that services and policies are inclusive and equitable for all stakeholders.
  • Serving as point of contact for human experience by acting as an internal consultant and providing expert knowledge of best practices and thought leadership.
  • Coordinating with leaders and team members to lead and develop program content, training curriculum, and provide on-going education.
  • Collaborating with assigned network operational leaders on human experience improvement work by ensuring performance and data awareness, strategic planning and collaboration with operational leaders, Mission, and other key stakeholders. Identifying new approaches to improve the human experience for all stakeholders through commitment to sustainability, innovation, and scalability.
  • Acquiring, understanding and leveraging performance data analytics and metrics to drive sound recommendations, decisions, and solutions.
  • Working closely with leadership and Human Resource Partners to design and implement development programs and ensure program goals are met. Collaborating with Human Resources Partner Organization (HRPO) to identify and assess the leadership, caregiver and team skills, competencies and structures needed to deliver on strategies that enhance the capabilities of leaders and caregivers to support the PeaceHealth Vision, Mission, Values, and strategic initiatives; consulting with leaders on how to develop and/or realign to meet those capabilities. Provides guidance on programmatic approach to improvement activities.
  • Formulating organization development, change management, and learning strategies aligned with business priorities. Utilizing ROI methodology to determine strategic learning objectives, development needs and accountabilities of leaders, groups, and organization.
  • Partnering with subject matter experts in areas such as Human Resources, Mission, DEI, Quality, Clinical Excellence and learning functions to ensure that services and policies are aligned with the organization's values and mission.

What you will bring:

  • Bachelor's Degree Required: Behavioral Health Sciences, Human Resources, Patient Relations, Healthcare Administration, Business or related discipline required, or equivalent knowledge and skills obtained through a combination of education, training, and experience.
  • Master's Degree or advanced training preferred.

  • Minimum of 5 years Caregiver development, patient relations, healthcare quality improvement, and/or risk management experience with progressively increasing responsibilities.
  • Work related experience with demonstrated ability to drive results in patient experience or customer relations excellence and caregiver engagement.
  • Experience in a healthcare setting; preferably hospital, clinic, or health system related preferred.

Additional Skills:

  • Demonstrated ability to be a positive and inspirational agent for change, while supporting the enhancement of One PeaceHealth, our PeaceHealth brand, people, and culture. 
  • Demonstrated knowledge of best practices in Patient and Caregiver Experience. 
  • Experience leading programs and projects with demonstrated success outcomes. 
  • Knowledgeable and able to apply contemporary best practices in adult learning tools, approaches, improvement models, employee engagement, and culture transformation. 
  • Working knowledge of and experience with continuous process improvement methodologies and tools such as PDSA/PDCA, Lean, Six Sigma, etc.
  • Demonstrated ability of influencing senior leaders, delivering practical solutions, and driving change. 
  • Subject matter expertise in organizational development methodologies including organizational and process design.
  • Knowledge of organizational and team dynamics and methods to support continued improvement in these areas.
  • Ability to develop and present concise information.
  • Excellent verbal, written and presentation communication skills. 
  • Ability to work with teams positively, respectfully, and successfully in a variety of settings. 

Working Conditions:

  • Consistently operates computer and other office equipment.
  • Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Sedentary work.

  • Predominantly operates in an office environment.
  • Some time spent on site in medical/hospital setting.

  • Ability to communicate and exchange accurate information.
  • The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

PeaceHealth is committed to the overall wellbeing of our caregivers: physical, emotional, financial, social, and spiritual. We offer caregivers a competitive and comprehensive total rewards package. Some of the many benefits included in this package are full medical/dental/vision coverage; 403b retirement plan employer base and matching contributions; paid time off; employer-paid life and disability insurance with additional buyup coverage options; tuition and continuing education reimbursement; wellness benefits, and expanded EAP and mental health program.

The salary range for this job opening at PeaceHealth is $40.22 – $60.34. The hiring rate is dependent upon several factors, including but not limited to education, training, work experience, terms of any applicable collective bargaining agreement, seniority, etc.

See how PeaceHealth is committed to Inclusivity, Respect for Diversity and Cultural Humility.

For full consideration of your skills and abilities, please attach a current resume with your application. EEO Affirmative Action Employer/Vets/Disabled in accordance with applicable local, state or federal laws.

PeaceHealth requires a completed Primary Vaccine Series (e.g., 2 dose monovalent Pfizer, Moderna or Novavax series or 1 dose J&J vaccine series) or be Up to Date (receiving the most recent Pfizer/Moderna bivalent vaccine/booster) for COVID-19 vaccination prior to their start date. PeaceHealth has a medical and religious exemption request process for those that are unable to receive the COVID-19 primary vaccine series due to medical/religious reasons. For caregivers that will be working in Oregon there is a personal vaccine exemption form that may be requested.

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