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Company

Fresenius Medical Care · 9 hours ago

Sr. Specialist, Experience Programs (Remote)

Mesa, AZ

Full-time

Remote

Mid, Senior Level

3+ years exp

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Responsibilities

Consult 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.

Support the execution of employee and patient experience program work globally

Support the design, implementation, and evaluation of employee experience programs globally (e.g., stay interviews, employee wellness, exit process)

Support the design, implementation, and evaluation of patient experience programs globally (e.g., patient grievance process, optimization of patient transition to home, patient champions program)

Review research to identify potential drivers of employee and customer experience and identify opportunities to incorporate relevant drivers into experience programs.

Collaborate with business stakeholders and the Experience Surveys and Analytics team to identify action planning opportunities based on employee and patient experience survey results; support action planning process and the implementation/modification of experience programs to support action planning efforts.

Partner with other areas of Human Resources (i.e., Centers of Excellence (COEs) and HR Business Partners), and several key functions across the business (e.g., Clinical Services, the Global Medical Office, Operations)

Review data and analytics from employee and patient experience surveys, focus groups, interviews, etc. to identify potential program improvement opportunities.

Respond to ad hoc requests to modify/update employee and patient experience programs; evaluate the requests to understand business challenges/questions, identify potential updates, consult with stakeholders on options, implement program changes and track impact.

Execute the development of change management plans to ensure program implementation/modification is successful.

Drive the execution of program evaluation studies to determine the effectiveness/impact of programs on employee and customer experience.

Lead the creation of experience program related presentations (e.g., results of program evaluation, change management strategy) and present to leaders and stakeholders.

Work with vendors to support program related functions/applications (user management, reporting, systems integrations, etc.)

Lead the development of program-related promotional materials, user guides, quick reference materials etc. to support the rollout and ongoing management of experience programs.

Provide guidance on best practices in program design, implementation, evaluation, and change management to our partners in HR and the business and support the development of best practice documentation to enable self-service where appropriate.

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.

Partner with the Experience Surveys and Analytics team to lead or support employee and patient experience surveys as needed.

Qualification

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Industrial/Organizational PsychologyOrganizational BehaviorProgram DesignChange ManagementStatistical AnalysisEmployee Experience ProgramsPatient Experience ProgramsService DeliveryOrganizational EffectivenessMicrosoft ExcelEmployee/Patient SurveysProject Management

Required

Master’s degree in Industrial/Organizational Psychology or Organizational Behavior, PhD preferred

3+ years of work experience in a program design and/or organizational consultant role, with a focus on employee or patient program experience for at least 1 of those years

Strong presentation skills, including experience presenting to small/medium audiences, key stakeholders, team members, and leading training sessions and/or focus groups

Strong interpersonal skills: ability to develop professional relationships at all levels of the business

Successful track record of service delivery and change management support

Proven ability to design and/or implement successful experience related programs

Proven ability to use statistical analysis, analytics, and business knowledge to solve complex business problems

Ability to draw inferences from disparate pieces of data, quickly identify key findings, and recognize implications and provide recommendations

Ability to frame program information and evaluation analytics in a digestible and business friendly format that identifies key business implications and inspires action; must be able to create visually appealing Executive Summaries using Microsoft Office (e.g., Word, PowerPoint)

Experience with program design, implementation, and evaluation

Experience with change management

Experience with organizational effectiveness

Experience managing small projects or components of medium/large projects including project initiation, planning, execution, monitoring, and closing

Strong attention to detail

Excellent verbal/written communication skills

Proficient Microsoft Excel skills