Quality & Organization Excellence Leader – Experience

Job Description

Description

Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

Summary: Provides quality and organizational excellence by leading cross-functional quality and process improvement initiatives. Serves as mentor to specialists and analysts. Influences leaders and leads complex improvement projects. May supervise specialists, analysts or administrative support staff.

Responsibilities:

· Serve as expert and resource on Carolina Care, UNC Health's service delivery model.

· Plan and implement patient and teammate experience programs and campaigns for UNCPN. Collaborate with UNC Health Experience Teams to share best practices and ensure consistency.

· Develop and lead training, education, best practices and improvement coaching for practices, teammates, clinicians and managers.

· Lead Carolina Care Champions, a teammate group that spearheads and promotes experience and culture in practices.

· Work with Experience Team to share patient calls and communication. Respond appropriately, sharing complaints with partner departments (billing, operations, clinical and legal) to investigate and address, and sharing positive feedback for teammate and clinician kudos.

· Manage the Senior Leadership Rounding Program in partnership with the Senior Leadership Team and practice managers.

· Lead transparency efforts to share patient comments on online provider profiles. Monitor patient comments and advise on opportunities for improvement and best practices.

· Partner with HR and Communications to lead UNCPN initiatives related to teammate and clinician engagement, development and retention.

· Advise operations teams on best practices for service recovery and patient relations.

· Plan and coordinate provider and teammate engagement and appreciation events to be implemented at more than 100 practice locations across North Carolina.

· Develop toolkits and training for managers to support positive culture and experience on their teams and in practices.

· Collaborate with UNC Health System Teams to implement service recognition for UNCPN teammates who have reached milestone years of service.

· Work with internal communications team to promote positive culture and UNC Health values and celebrate teammates and practices that demonstrate our values.

· Develop programs that encourage patients, clinicians and teammates to share feedback.

· Build programs to recognize clinicians and teammates who achieve high scores in patient feedback and embody UNC Health values and service delivery goals.

· Partner with system experience colleagues to implement system experience tools for UNCPN practices, clinicians and teammates.

Other Information

Other information:
Education Requirements:
● Bachelor’s degree in an appropriate discipline.
Licensure/Certification Requirements:
● No licensure or certification required.
Professional Experience Requirements:
● If a Bachelor's degree: Three (3) years of experience in quality team facilitation, project management, process improvement or quality data analysis role. Clinical Experience associated with leading quality improvement efforts may be assessed as equivalent to direct quality improvement experience both in determining minimum requirements, as well as level of experience.
● If a Master's degree: One (1) year of experience in quality team facilitation, project management, process improvement or quality data analysis role. Clinical Experience associated with leading quality improvement efforts may be assessed as equivalent to direct quality improvement experience both in determining minimum requirements, as well as level of experience.
Knowledge/Skills/and Abilities Requirements:

Job Details

Legal Employer: NCHEALTH

Entity: UNC Physicians Network

Organization Unit: UNCPN Administration Staff 

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Schedule: Day Job

Location of Job: US:NC:Morrisville

Exempt From Overtime: Exempt: Yes

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Heath Care System. This is not a State employed position. 

Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email [email protected] if you need a reasonable accommodation to search and/or to apply for a career opportunity.