As a Care Experience Principal Consultant, your responsibilities will include managing (and/or support the management) of projects and programs to create and maintain an effective infrastructure to meet the goals and objectives of National Service Quality. Accountable as directed for all phases of Service Quality 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.
Experience Minimum eight (8) years of related experience. Education Bachelor's degree required. High School Diploma or General Education Development (GED) required.
Master's degree highly preferred
Preferred skill in visual communication, learning content design, and interdisciplinary approach to the convergence of safety, risk, and service quality
Successful candidate would complete a patient experience certification within 2-3 years.
Internal Number: 704929
About Kaiser Permanente
At Kaiser Permanente, we are relentless in our pursuit of excellence. Driven by our mission to provide the highest quality preventive medicine, we are committed to eliminating health care disparities, and to making lives better through innovation, technology, and research.
Our desire to deliver the best possible care inspires us to promote wellness among our members, communities, and each other. It also fuels our belief that everyone — regardless of circumstance — deserves access to affordable care, which further drives our motivation to expand our reach.
Founded nearly 80 years ago, our unique business model sets us apart — positioning us to drive improvements across the industry and around the world.