Consumer Experience Consultant at AdventHealth Corporate

All the benefits and perks you need for you and your family:

• Benefits from Day One

• Career Development

• Whole Person Wellbeing Resources

• Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Shift:   Monday- Friday Fulltime 8:00am-5:00pm

Job Location: Altamonte Springs

The role you will contribute:

The Consumer Experience Consultant is responsible for the successful management of projects across organizational aspirations, providing expert improvement consulting, ensuring the implementation of experience standard work, and driving best practice implementation across various initiatives. This position oversees complex consulting engagements, utilizes data-driven insights to inform decision-making, and ensures effective outcomes. Additionally, this role requires a strong background in adult learning concepts, advanced project/change management skills, and excellent communication abilities. In addition, this position includes planning and supporting core content for key initiatives such as aspiration events, strategic forums, market visits, and other duties as assigned. Serves as a change agent, fostering a culture of continuous improvement and transformation.

The value you will bring to the team:

• Partners with various teams to optimize consumer experience efforts and standardize best practices.
• Analyzes data on consumer experience performance to support organizational goals.
• Collaborates with executives and practice leaders to oversee and improve experience action plans.
• Proactively assists practices by managing reporting, transparency, and training.
• Leads or participates in strategic planning for consumer experience initiatives, providing process improvement and transformation support.
• Develops customized improvement and adoption plans with leaders.
• Recommends curriculum to support consumer experience improvements across the care continuum, using innovative delivery methods.
• Collaborates with marketing, communications, and IT to complete projects.
• Leads projects to create tools that enhance patient and family engagement and improve consumer experience in various settings.
• Conducts consumer experience improvement audits, reporting findings and recommendations to leadership.
• Reviews data and outcome measures to evaluate user adoption of new and existing processes, assessing data to improve outcomes.
• Handles project planning, meeting facilitation, data collection, scheduling, documentation, analysis, and report development.

The expertise and experiences you’ll need to succeed:

• Bachelor's degree in business, engineering, IT or healthcare related field.
• 3+ work experience in consulting, training or process improvement.
• Demonstrates strong communication, organization and follow-through skills, managing consumer experience improvement initiatives, projects and programs.
• Microsoft Office suite experience with advanced PowerPoint, Excel, and Visio skills
• Familiarity with physician practice transformation in the multi-specialty setting, supported by project management and quality improvement principles
• Proficiency in identifying, defining, analyzing, and displaying metrics and goals
• Process improvement methodologies experience
• Process mapping and process mapping tools experience
• Project management experience
• Advanced analytical, problem solving, communication, and critical thinking skills
• Strong attention to detail and ability to problem-solve effectively.
• Solid ability to analyze and evaluate business problems by defining challenges, identifying alternatives, and making timely decisions.
• Strong knowledge of Consumer/Patient Experience best practices, and how to best integrate with care in the medical practice
• Experience leading performance improvement/optimization efforts
• Experience with leading small groups or projects
• Knowledge of quality reporting and physician practice regulatory programs (e.g., PQRS, MACRA)
• Familiarity with formal change management models (e.g., PROSCI)

Preferred Qualifications:

• Six Sigma Black Belt Certification (CSSBB) Preferred
• Six Sigma Green Belt Certification (CSSGB) Preferred
• Lean Bronze Certification Preferred
• Project Management Professional (PMP) Preferred
• Change Management Certification (PROSCI) Preferred
• Certified Prof in Healthcare Quality (CPHQ) Preferred