Member Experience Advisors act as an internal consultant and resource to network physician practices with a goal of driving performance excellence. Performance is an all-encompassing of quality, cost efficiency, and patient experience. Reporting to the Director of Patient and Member Experience, the Member Experience Advisor serves as a facilitator and change agent for continuous process and performance improvement by providing project planning and execution, understanding, defining, and communicating process redesign.
Assess performance in relation to established goals and standards; recommend new approaches, policies, workflows, and procedures to effect continuous improvement; assists in the determination of goals and priorities with team, physician practices, or project management sponsors. Manage improvement action plans, coordinates team/project activities and schedules, quantify benefits, and provide leadership and mentorship to ensure robust and sustainable implementation, meeting all required timelines; lead and facilitate improvement within physician practices and performance team that will drive or have a direct impact on performance improvements and enhancing patient satisfaction. Work collaboratively to solve problems, minimize barriers, and reduce resistance to change. Assist leadership in identifying key improvements that will provide the optimum benefit in enhancing quality and patient satisfaction. Develop effective communication methods with assigned practices, SCHN team members, and leadership. Collaborate across functional departments to manage and implement changes / enhancements. Identifies and facilitates the collection and analyzing of quantitative and qualitative data and identifies key findings. Present relevant presentations to various stakeholders across the Network. Participates in the development and management of the department, including training, mentoring, recruiting, and other departmental activities.
High School diploma
Bachelor's degree or equivalent combination of education and experience required
Master's degree preferred
At least five (5) years of experience working with physician practices in a quality capacity preferred
Understanding of the health delivery setting
Experience with diverse populations a plus
Must possess the ability to present and explain complex material to physicians and other providers and member populations in a professional manner
Demonstrated performance in project management, process improvement, and project implementation
Proven administrative and coaching ability in complex environments
Strong ability to analyze, interpret, and evaluate data resulting in actionable recommendations
Excellent presentation and organizational skills; excellent verbal and written communication skills
Must have strong problem solving ability
Ability to prioritize and manage multiple projects and demanding workloads
Must be able to work in a team environment with good communication skills, supportive attitude
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.