Experience Improvement Specialist II

Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

The Experience Improvement Specialist II partners with operational and clinical departments to promote patient experience improvements through collaboration, metric tracking, and training coordination. This role engages with leaders in a defined service area to implement human-centered practices, monitor performance trends, and ensure alignment with systemwide experience strategies. Working under general supervision, this Specialist builds relationships and applies foundational tools and frameworks to support local improvement efforts.

Corporate Overview: University of Utah Health is an integrated academic healthcare system with five hospitals including a level 1 trauma center, eleven community health centers, over 1,600 providers, and a health plan serving over 200,000 members. University of Utah Health is nationally ranked and recognized for our academic research, quality standards and overall patient experience. In addition to our clinical delivery system, we have a School of Medicine, School of Dentistry, College of Nursing, College of Pharmacy, and College of Health providing education and training for over 1,250 providers annually. We have over 2 million patient visits annually and research grants exceeding $350 million. University of Utah Hospitals and Clinics represents our clinical operations for the larger health system.

Responsibilities

Essential Functions

• Monitor experience-related metrics and summarize trends for operational areas
• Deliver basic coaching and orientation to leaders on experience expectations and tools
• Coordinate feedback collection, training materials, and communication rollouts
• Track progress of improvement plans and document follow-up actions
• Collaborate with team members to support projects and resource development

Knowledge / Skills / Abilities

• Communication – skilled in facilitating conversations with clinical and non-clinical teams

• Analytical thinking – interprets data to identify simple trends and improvement areas

• Prioritization – balances multiple tasks across departments with competing needs

• Technical proficiency – intermediate Excel and exposure to Tableau or other reporting tools

• Problem-solving – able to navigate ambiguity and develop practical solutions

• Collaboration – builds partnerships within assigned service areas

Qualifications

Required

• Bachelor’s degree in healthcare, business, or related field or equivalency
• Two years of relevant experience

Qualifications (Preferred)

Preferred

• Two to four years of professional relevant experience in patient experience, customer service, or healthcare operations

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

Physical Requirements