Care Experience Consultant (Genesys) - Henry Ford Hospital : Job Details

Looking for a dynamic Care Experience Consultant to join our team and become the driving force behind unparalleled patient, family, and consumer journeys. If you thrive on proactive problem-solving, love inspiring change, and believe that every interaction is an opportunity to make a difference, then this is your chance to shine!

At [Organization Name], we're committed to exceeding expectations and setting new benchmarks in healthcare. You'll be instrumental in shaping how our patients and their loved ones feel, working hand-in-hand with our incredible leadership, physicians, and staff to embed a culture of service excellence at every level.

What You'll Do & Why It Matters:

As our Care Experience Consultant, you won't just solve problems you'll anticipate them! You'll be a trusted advisor, a change agent, and a dedicated coach, making a tangible impact on satisfaction scores and, more importantly, on lives.

• Be a Catalyst for Change: You'll lead impactful initiatives, guiding large groups through exciting process changes that elevate the entire patient experience.
• Coach & Empower Leaders: Provide expert, one-on-one consultation to all levels of leadership, helping them identify best practices and craft strategies that wow our patients and families.
• Deep Dive into Data: Unleash your analytical skills to uncover trends, identify key opportunities, and translate data into actionable insights that drive continuous improvement.
• Cultivate a Culture of Care: Educate and inspire managers and staff on critical topics like compassionate communication, effective complaint resolution, and service excellence benchmarks.
• Champion Best Practices: Be the go-to expert for cutting-edge experience strategies, bringing innovative ideas and techniques to the forefront.
• Facilitate Harmony: Skillfully navigate and resolve patient concerns, collaborating closely with clinical and non-clinical teams to ensure a smooth, equitable process.
• Build Bridges: Work seamlessly with various departments (Quality/Risk, Finance, HR, etc.) to ensure a holistic approach to patient well-being and organizational success.
• Shape Our Future: Contribute to critical surveys and improvement initiatives that enhance our reputation, create loyal customers, and generate positive word-of-mouth.
• Grow & Evolve: Continuously expand your own expertise in the professional field, staying ahead of trends and ensuring we're always at the forefront of exceptional care experiences.
• Uphold Our Values: Ensure every interaction reflects our commitment to kindness, respect, teamwork, and integrity.

We're Looking For Someone Who Is:

• A natural communicator with a knack for building rapport and trust.
• Proactive, innovative, and eager to drive meaningful change.
• Analytically minded, able to translate data into compelling narratives.
• A compassionate problem-solver with a strong sense of empathy.
• Resilient and adaptable, thriving in a dynamic healthcare environment.

If you're ready to make a significant difference in how our organization delivers care and truly enhance the human experience, we want to hear from you!

Apply today and help us create unforgettable moments of care!

Education/Experience Required: Bachelor's Degree required. Three to five (3-5) years of progressively more responsible experience, required. Experience in a healthcare environment or service-related industry preferred. Verbal communication must be clear and concise in person and via telephone. Must have demonstrated ability to use computer applications and general office equipment. Knowledge of performance improvement methods, quantitative analysis, organizational development, customer research design, and advanced computer skills (Microsoft Project, PowerPoint).

Excellent organizational and communication skills, both written and oral. The ability to make effective presentations to all levels of the organization

Location Flexibility Required: For the first 3-6 months, this position will be based at either our Henry Ford Health Macomb, or West Bloomfield hospital for training and initial work. Following this period, the primary work location will be Henry Ford - Genesys Hospital.