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A cover letter is required for consideration of this position and is to be attached as the first page of your resume. Please address, in your cover letter, your specific interest in this position, and outline the skills and experience you have that directly relate to this position.

Job Summary

The Office of Patient Experience is committed to promoting and sustaining the ideal patient experience through excellence in patient and family centered care. Each employee is expected to understand and demonstrate that in every interaction we represent our entire organization in the care we provide and in the empathy we extend to patients, families, and each respective team member. The Office of Patient Experience is dedicated to partnering with patients and families to ensure that Michigan Medicine maintains excellence in the safety, quality, and experience in care.

The Office of Patient Experience realizes that combining Patient and Family Centered Care principles with a human-centered design approach, offers a new set of processes to effectively build and implement a business model that successfully engages patients and families to help them improve their health and well-being. This model requires leadership in seeking how we can improve our health system to be more human centered. This is done through – extensive ethnographic research, empathy, co-creation, prototyping, iteration – and instilling patient and family engagement throughout. This position will help OPE launch more effective programs and services to develop a responsive, flexible organizational culture and to focus intensively and primarily on user experiences (especially their emotional experiences) in a holistic manner.

Responsibilities*

  • Work with Program Manager and OPE leadership and colleagues to prioritize projects of systems and processes within OPE, including regular incorporation of partners (patients and family members, staff, faculty) in the design of programs, products, and services.
  • Perform deep design research to understand patient experiences as they exist and analyze areas for improvement
  • Lead participatory design with OPE leaders/staff and target consumer populations to ensure that program design and delivery will meet the intended need. Lead teams in user research, empathy generation, prototype development, iteration cycles, and scaling strategies.
  • Recruit and oversee student teams to consult with departments and business units to make human-centered design a part of their normal business processes.
  • Proactively integrate the philosophy and practice of lean thinking and continuous quality improvement to meet desired goals and metrics across the OPE.
  • In conjunction with OPE research and data staff, build a quantitative impact-measurement and reporting infrastructure on design projects/priorities.
  • Provide administrative input on high level OPE projects, including strategic planning, business-modeling, process and workflow development, metrics development, training program development, etc.
  • In conjunction with Program Manager, play a lead role in building the necessary partnerships, relationships and support to achieve user-centered innovation & success.
  • Ensure successful implementation of project plans with area owners.
  • Proactively identifies and raises issues and makes recommendations to program manager.
  • Ensures adherence to project deliverables and alignment with institutional policies, standards and benchmarks.
  • Develop a vision and an operating framework for the OPE human-centered design approach.
  • Work with Program Manager on the vision and execution of a sustainable plan to scale the programs emerging from existing and new OPE initiatives, as well as those from partner programs with local focus that would benefit more patients and families across the system.
  • Responsible for the management, performance and completion of multiple concurrent projects and provides a single point of contact for those projects.

Develops detailed work plans, schedules, status reports and projections.

  • Effectively communicates stakeholder requirements to team members and assigns tasks; communicates project progress to all stakeholders. Establishes and maintains an excellent working relationship with project or initiative teams and stakeholders.
  • Effectively coordinates and facilitates planning and deliverables for projects and initiatives. Prepares written communications and presentations for a variety of audiences including senior leadership. Conducts project meetings and is responsible for project tracking.

Required Qualifications*

  • Bachelor’s degree in a related field
  • Demonstrated ability to work effectively and respectfully with patients and families, staff, faculty and students from diverse backgrounds.
  • Excellent interpersonal and written and verbal communication skills.
  • Demonstrated ability to lead teams and achieve results.
  • Strong relationship-building skills, including the demonstrated ability to build consensus among a decentralized stakeholder base. Strong team orientation and ability to manage in complex organizations.
  • Knowledge and experience in Human centered design including design research, strategy and implementation
  • Excellent communication and interpersonal skills for frequent interactions and negotiation with internal and external stakeholders, including patients and families.
  • Ability to excel in managing multiple tasks and competing priorities in a dynamic environment.
  • Creative problem-solver
  • Demonstrated ability to work effectively during a period of institutional change.

Desired Qualifications*

  • Master’s degree in a related field
  • Knowledge of and experience working in a healthcare setting
  • 5-10 years of human-centered or lean design experience.
  • Working knowledge and experience with process improvement, project management, quality improvement, statistical analysis and change management tools and techniques.
  • Knowledge and experience with lean processes.
  • Proficiency in software/hardware relevant and useful in human centered design and design thinking, e.g. digital storytelling, digital & physical prototyping, Adobe Creative Suite, HTML & CSS.
  • Demonstrate strong public speaking skills
  • Knowledge of University of Michigan policies and procedures.
  • Be willing to entertain new and novel approaches to systemic problems.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act.

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally.  Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Application Deadline

Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.