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Overview

This position provides ongoing assessment of performance, facilitates prioritization of improvement activities, oversees performance improvement projects and ensures successful clinical project implementation throughout the organization. Helps achieve exceptional customer experience for our patients, members, providers and team members through performance improvement projects. Design customer surveys and other methods to obtain feedback and analyze the results for valuable actions. Design and maintain metrics, dashboards, and other ongoing reports. Conduct journey mapping sessions (internal and external). Communicate how data reflects customer behaviors in an easy to understand language. Identifies and communicates industry best practices related to the customer experience.

Qualifications

Certifications: , Education: Bachelor's Degree; Experience In Lieu of Education, Work Experience: Related field

Responsibilities

Interprets patient and customer experience data to participate and lead performance improvement efforts.

Work in collaboration with the team to ensure performance improvement methodologies (PDSA) and lean principles are integrated into the culture for improving outcomes.

Participates or facilitates in performance improvement teams.

Facilitates implementation/improvement of evidence-based and industry best practices.

Track progress for process improvement events to ensure completed and documented improvements are realized and sustained.

Help create a consistent and shared understanding of our customers.

Utilize Voice of the Customer platform for constant listening and monitoring feedback of members, providers, employer groups and broker.

Help develop customer research, personas and journey maps to highlight pain points and opportunities.

Develop and implement surveys, dashboards, and reports.

Use analytical reasoning to identify problems and develop solutions that can be tested.

About Us

Find it here.

Discover the job, the career, the purpose you were meant for. The supportive and inclusive team where you can thrive. The place where growth meets balance – and opportunities meet flexibility. Find it all at Carle Health.

Based in Urbana, IL, Carle Health is a healthcare system with nearly 16,600 team members in its eight hospitals, physician groups and a variety of healthcare businesses. Carle BroMenn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet® designations, the nation’s highest honor for nursing care. The system includes Methodist College and Carle Illinois College of Medicine, the world’s first engineering-based medical school, and Health Alliance™. We offer opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.

_We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: [email protected]._

Compensation and Benefits

The compensation range for this position is $23.83per hour - $39.8per hour. This represents a good faith minimum and maximum range for the role at the time of posting by Carle Health. The actual compensation offered a candidate will be dependent on a variety of factors including, but not limited to, the candidate’s experience, qualifications, location, training, licenses, shifts worked and compensation model.

Carle Health offers a comprehensive benefits package for team members and providers. To learn more visit careers.carlehealth.org/benefits.