Job Description

Position Purpose: 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.

Education:

  • Bachelor's degree or equivalent combination of education and experience required
  • Master's degree preferred

Years of Experience:

  • At least five (5) years of experience working with physician practices in a quality capacity preferred

Specialized Knowledge:

  • 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

Application Instructions

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