Sr. Specialist, Experience Programs (Remote)

Job Description

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, as you will be a part of that process. The Senior Specialist, Experience Programs will execute work in the employee and patient experience programs space. This individual will have a background in either Industrial/Organizational Psychology or Organizational Behavior and will be skilled in psychological theory, organizational culture, and change management. The Senior Specialist, Experience Programs will leverage these skills to support the design, implementation, and evaluation of employee and patient experience programs (e.g., recognition, onboarding, patient care best practices training). Ultimately, this work will drive measurable changes in attitudes and behaviors or employees and patients and improve the experience of both groups. Please note that experience in healthcare is not required for this role. 

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

Requirements

• 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
• Experience supporting employee/patient surveys and analytics preferred