UCSD Layoff from Career Appointment: Apply by 09/03/19 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 09/12/19. Eligible Special Selection clients should contact their Disability Counselor for assistance.
Reporting to the Director of Patient Engagement and Experience Strategy, the incumbent is responsible for Patient Satisfaction Survey project management and other related "Voice of the Customer" activities for UCSD Health, including the Press Ganey survey, CAHPS, social feedback, patient complaint and compliment data, and other internal surveys. Oversees development feedback collection strategy and implementation of all new data collection tools including new survey vendors, pilot programs, etc. Responsible for system administration of RL Solutions iReport, rounding applications, digital wayfinding, website development, and other projects as identified internally or required via external regulations. Actively advances UCSD Health's experience program through training of team members on data tools and standards, and advising on interpretation.
Provides team leadership, supervises complex data analysis activities, ensures team productivity, and adherence to time-lines and objectives. Designs strategies for 1) extracting and managing patient satisfaction/patient complaint data from disparate sources, 2) aggregating and analyzing complex data to meet organization-wide patient satisfaction goal requirements and identify areas for improvement, 3) disseminating patient satisfaction information Health System-wide including over 75 ambulatory practices, the Emergency Department, Inpatient Specialties, and 30 inpatient units at both the UCSD Medical Center, Hillcrest and La Jolla campus, 4) implementing a system-wide rounding tool to provide additional data to be used in voice of the customer reporting, 5) designs and manages various other patient facing strategies and projects that support the Office of Experience Transformation including implementation of new technology and digital experience strategies.
The incumbent will direct all work related to Tableau user requirements and experience dashboard development. Analyzes data from multiple platforms and determines if organization-wide and individual departmental patient satisfaction goal requirements have been met, and to identify performance improvement opportunities. Provides support and leadership for selected Health System patient satisfaction improvement committees and activities. Responds to patient inquiries, and exercises appropriate judgement in complex situations.
A Bachelor's Degree in related area; and/or equivalent experience/training.
Five (5+) or more years of experience interpreting survey results and communicating data in an easy to understand way.
Understanding of regulatory requirements of experience surveys in healthcare.
Proven capable and experienced presenter/speaker.
Expert in Excel and PowerPoint.
Demonstrates expertise in communicating both written and orally.
Demonstrates exemplary customer service.
Proven experience with survey design and data collection.
Experience with CAHPS surveys
Experience with Tableau and other data visualization tools
Must be able to work various hours and locations based on business needs.
Employment is subject to a criminal background check and pre-employment physical.
UC San Diego is an academic powerhouse and economic engine, recognized as one of the top 8 public universities by U.S. News and World Report. Innovation is central to who we are and what we do. Here, students learn that knowledge isn't just acquired in the classroom - life is their laboratory. UC San Diego's rich academic portfolio includes six undergraduate colleges, five academic divisions and five graduate and professional schools. The university's award-winning scholars are experts at the forefront of their fields with an impressive track record for achieving scientific, medical and technological breakthroughs.