These positions with the National Care Experience team or Regional Care Experience Teams are for a seasoned care experience leader who is interesting in leading large scale, high impact and highly visible care experience and patient and family centered care initiatives nationally and in the regions and with select medical centers. Strong coaching, training, presenting, mentoring and program oversight skills are needed. These positions manage (and/or support the management) of projects and programs to create and maintain an effective infrastructure to meet the goals and objectives of advancing care experience. Accountable as directed for all phases of programs including design, planning, prioritization, development, implementation, analysis, metrics, and reporting. Assesses needs; develops action plans; facilitates responses for service improvement as appropriate. Develops, coordinates and delivers education, training, and communication programs. Demonstrates in depth practice, knowledge, and skills essential to project and program management. Functions as expert authority within Program Office departments and within Regions. The scope of work projects is broad and comprehensive and includes service quality topics performed and reported to audiences such as national leadership, regional leadership, inter-regional leadership groups, regional and facility representatives and labor management partners. Shares in accountability for service quality outcomes for all Regions and the enterprise.
Essential Functions: • Works on assignments of diverse and complex scope. • Interprets less defined guidelines to make recommendations for process improvements and/or enhancements. • Requires complex planning to coordinate with other departments or resources. • Assists Service Quality in developing strategic direction, setting priorities and goals, and establishing a plan of action. • Monitors multiple project teams and designated programs to ensure timely completion of expected work product/s within budget. • Leads, conducts and presents the results of special analytic studies designed to improve the Program's understanding of service quality performance. • Leads peer group meetings and programs that are relevant to the Service Quality agenda. • Represents Service Quality on select national and regional groups. • Establishes and maintains effective relationships with national and regional peers. • Develops and delivers service quality presentations, educational materials, and position papers to varying levels of leadership. • Recommends to the Director/VP opportunities to integrate industry trends and best practices into programs, projects, and goals. • Identifies the need for, develops, and leads discrete strategic initiatives including but not limited to: • Develops and manages project teams. • Reassesses and modifies project deliverables. • Ensures that projects are designed to achieve stated objectives. • Identifies appropriate evidence based organizational goals in area of expertise and makes recommendations to the Manager/Director or appropriate committee. • Monitors multiple projects and teams to assure timely delivery of work products within budget. • Leads peer group meetings and programs that interface with targeted areas of expertise. • Assists Regions in developing priorities, aims, and plans and provides coaching and advice to colleagues on successful implementation strategies. • Ensures customer service orientation internally and externally. • Participates on regional and/or national work groups. • Develops and delivers presentations, education materials, and position papers to all levels of leadership and management regarding program wide performance, programs, and projects in targeted areas. • Integrates industry trends and best practices throughout programs, projects, and goals.
Basic Qualifications:Experience • Minimum eight (8) years of related experience. Education • Bachelor's degree required. • High School Diploma or General Education Development (GED) required. License, Certification, Registration • N/A Additional Requirements: • Thorough knowledge of policies, practices and systems. • Regularly contributes to the development of new concepts, techniques, and standards. • Considered functional expert in field within KP. • Frequently contributes to the development of new theories and methods. • Employs expertise as a generalist or specialist. • Must be able to work in a Labor/Management Partnership environment.
Preferred Qualifications: • Master's degree highly preferred, OR six (6) years of experience in a directly related field.
Additional Salary Information: The job posting website for Kaiser Permanente is:
With a proud history of more than six decades, Kaiser Permanente is the country’s largest not-for-profit health maintenance organization with approximately $50 billion in annual revenue. Founded in 1945, the company has grown from a 12-bed hospital into a leading integrated health delivery system that serves over 9 million members in nine states and the District of Columbia. Today, Kaiser Perman...ente is nationally and internationally recognized for providing innovative, high-quality, evidence based healthcare through the advantages of its integrated insurance and care delivery infrastructure. More than 160,000 healthcare professionals, nurses and physicians serve the healthcare needs of members and communities in eight Kaiser Permanente Regions covering Northern California, Southern California, Colorado, Georgia, Hawaii, Oregon, Washington, and Mid-Atlantic States (Maryland, Virginia, and the District of Columbia).