Experience Elevation Specialist

Reporting to the Director of Experience Elevation, the Experience Elevation Specialist serves as a visible and dynamic champion in providing the goals, education and coaching needed to build improved, elevated Cook Children's experiences. The EES collaborates with and actively coaches select areas and/or departments including/involving senior leadership, department managers and frontline staff to facilitate improvement efforts based on patient experience surveys and experience standards.

How You Make a Difference At Cook Children's, everyone should feel like family. The EES role is critical to ensuring we act on what our patients, families and health plan members tell us this looks like when we do this best, helping us to be our best more consistently and continuing to elevate our ability to be even better. What our patients, families and members experience directly affects their well-being, medical outcomes and their long-term relationship with healthcare. The EES empowers our people, processes and technology to make meaningful improvements that have direct impact to our communities.

How We Make a Difference The Patient, Family, Member Experience team's mission is to give voice to what patients, families and members see, advocate for how experiences effect well-being, provide support and emotional safety, and elevate people, processes and technology. The EES is surrounded by colleagues who are deeply passionate in bettering the human experience and consider their work a calling. Our Promise inspires us to perform at our highest level because we understand the impact we have every day on the lives of the children, families and caregivers we serve.

Qualifications:

• Bachelor's degree required in a healthcare-related field, plus five years of health care work experience or master's degree in healthcare related field.
• Strong analytic abilities - able to interpret and analyze qualitative and quantitative health-care data to both identify the need for and assess the impact of policy and practice changes.
• Understanding of the health services research methods and program evaluation techniques.
• Exceptional oral and written communication skills; ability to influence and persuade audience.
• Demonstrated computer skills with MS Office, including word-processing, spreadsheets, and presentation software.
• Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders (including front line staff, senior management, department leaders, clinical staff and physicians) to creatively solve problems, guide and influence people.
• Ability to utilize strong coaching/consultative skills to provide guidance and resources in the achievement of experience standard goals.

Licensure, Registration, and/or Certification

• Certified Patient Experience Professional (CPXP) required.
• Six Sigma Lean/Yellow Belt preferred