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Quality & Organizational Excellence Leader - Experience Specialist - Morrisville

Job ID: 9233
Location: Morrisville, NC
Facility/Division: UNC Physicians Network
Status: Full Time
Shift: Day Job

Did you know UNC Health has Ranked #2 Most Trusted Healthcare Brand in the U.S.? The UNC Health brand was ranked as the #4 healthcare brand in the United States overall and the #2 most trusted healthcare brand, just after Johns Hopkins and before Mass General. Join our One-Great-Team!

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 UNCPN expert and resource on Carolina Care, UNC Health's service delivery model, and the Swanson Caring Theory, on which Carolina Care is based.

·Plan and implement Carolina Care programs and campaigns for UNCPN. Collaborate with UNC Health Experience Teams to share best practices and ensure consistency in service delivery programs.

·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 Carolina Care 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 co-worker and clinician kudos with appropriate teams.

·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.

·Lead UNCPN initiatives related to teammate and clinician engagement, development and retention.

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

·Collaborate with UNC Health Learning & Organization Development to implement organization culture catalyst program at UNCPN.

·Plan and coordinate physician, care provider and teammate engagement and appreciation events to be implemented at UNCPN administration and 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.

·Share best practice communication and recognition, in partnership with the internal communications team.

·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.

·Develop and maintain Words & Ways that Work to support experience needs at UNCPN.

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

    ·Collaborate with experience colleagues and system partners to plan and support the annual Patient Experience Week at UNCPN.

    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.
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    Diversity Statement

    The UNC Health System and the UNC School of Medicine are committed to valuing all people throughout our organization, regardless of background, lifestyle, and culture. A diverse and inclusive work environment for staff and culturally appropriate care for our patients, are essential to fulfilling our UNC Health vision of improving the health of all North Carolinians.

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