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Quality & Organizational Excellence Leader - Experience Analyst - Morrisville

Job ID: 10079
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:

Collect and monitor patient and teammate feedback from a variety of sources including patient surveys, online reviews, formal grievances and other sources.

Analyze data and feedback for trends and insights to improve overall patient, clinician and teammate experience.

Conduct surveys and stay interviews with teammates. Collaborate with HR and experience colleagues to develop tools and resources based on feedback. Share findings as needed with appropriate leadership and teams. Monitor and track trends, communicating with leadership about opportunities for improvement.

Consult with practice managers, experience team and operations leadership to evaluate patient survey performance and other experience data.

Provide regular reporting at network and regional level, and practice-level as needed, for UNCPN leadership and experience teams, offering insights and key drivers for improvement. ·

Create reporting templates and lead training for operational managers. 

Assist in identifying opportunities, recommendations and trainings for improvement at practice and system levels and measure success of action plans.

Take 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. 

Log and track patient feedback, reporting on trends and recommending best practices for clinicians and practices.

Monitor reputation insights, sharing with operations and practice teams for kudos and improvement opportunities.

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.

Equal Employment Opportunity

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