Experience Programs Specialist

At Fresenius Medical Care, the well-being of our patients is our top priority. Patient experience and employee engagement are closely intertwined. While healthcare organizations that improve either patient experience or employee engagement see improvements in how patients rate their care, healthcare organizations that enhance both factors see compounding effects.

The Experience Team at Fresenius Medical Care is focused on measuring and analyzing the experiences of both our patients and our employees, and developing and implementing the programs and processes that will enhance patient care and employee engagement.

Our Experience Team is a part of our broader Global People Analytics Team within Human Resources, a strategic organizational design decision that was made to align our people-centric strategies and initiatives.We are currently in the process of building out our Global People Analytics and Experience Team – which makes it an exciting time to join the organization.

The Specialist, Experience Programs will support and execute work in the employee and patient care experience space. This individual will be responsible for providing administrative support and ensuring smooth operations of the Achievers for Fresenius Medical Care Recognition platform and other experience initiatives. The ideal candidate will have strong organizational skills, attention to detail, and the ability to prioritize tasks effectively.

This role requires proficiency in office software applications, excellent communication skills, and a proactive approach to problem-solving. The Specialist will be an integral part of our team, contributing to the ongoing user experience of Achievers, thereby enhancing the overall employee experience. Please note that experience in healthcare is not required for this role.

Responsibilities

• Engage with stakeholders to understand business challenges involving our patients and employees to understand what programs/program modifications are needed to enhance the experience of these groups.

• Assist and support the implementation, and evaluation of employee experience programs globally (e.g., Achievers, stay interviews, employee wellness, exit process)
• Assist and support the implementation, and evaluation of patient experience programs globally (e.g., patient grievance process, optimization of patient transition to home, patient champions program).
• Partner with other areas of Human Resources (e.g., Centers of Excellence (COEs) and HR Business Partners).
• Act as the subject matter expert for the team, remaining informed and updated on all aspects of Achievers (e.g., attending quarterly review and vendor meetings).
• Respond to all inquiries and requests from users of the employee and patient experience programs; evaluate the requests to understand business challenges/questions, consult with stakeholders on responses, identify potential updates, report to the experience team on themes and trends,
• Execute and support business recognition programs integrated on the global recognition platform (e.g., validate reports, confirm timing and logistics with stakeholders, process system uploads, upload approved announcements and bulk recognition requests).
• Drive the ongoing support and implementation of new functionality of the global recognition program.
• Assist the team with the creation of experience program related presentations.
• Work with vendors to support program related functions/applications (user management, reporting, systems integrations, etc.)
• Support and assist with the development of Achievers program-related promotional materials, user guides, quick reference materials etc. to support the rollout and ongoing management of the platform.
• Provide support for the Experience Programs team intake process (e.g., export requests to Excel, respond to requests with status updates, collaborate with team on approved work).
• Partner with Global Communications, HR Leadership and business stakeholders to develop program related communications such as program announcements, program status updates, program changes, and program results.

Requirements

• Bachelor’s degree required
• 1-3 years of experience in in roles supporting the launch and maintenance of employee and/or patient experience programs
• Strong interpersonal skills with ability to build professional relationships
• Attention to detail
• Excellent verbal and written communication
• Strong time and project management skills
• Proficiency in Microsoft Excel and PowerPoint
• Experience supporting small projects or components of larger projects, including planning, execution, monitoring, and closing