Experience Improvement Specialist, Sr.

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 Senior Experience Improvement Specialist serves as a key liaison between the Experience Team and leaders within their assigned area, fostering alignment with organizational patient experience goals. This role is instrumental in establishing meaningful performance metrics, tracking improvement progress, and proactively identifying challenges that may impact experience outcomes. The Specialist also supports departmental operations by managing daily inquiries, coordinating communication, and organizing experience-related data. Success in this role requires strong organizational skills, attention to detail, emotional intelligence, and the ability to collaborate with leadership and faculty across the assigned area.

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

• Guides departments in setting experience-related goals and managing performance dashboards.
• Facilitates improvement discussions using qualitative and quantitative feedback.
• Analyzes experience trends to inform strategies and prioritize interventions.
• Coaches leaders and frontline staff on communication, engagement, and culture initiatives.
• Applies improvement frameworks to scale effective practices across similar teams.
• Leads medium-scale projects and collaborate across departments.

Knowledge / Skills / Abilities

• Strong facilitation and interpersonal skills with ability to influence change.

• Proficiency in data interpretation and translating insights into action.

• Deep knowledge of patient experience principles and human-centered care.

• Technical proficiency – advanced Excel, Tableau, and workflow management tools.

• Problem-solving – identifies barriers and proposes improvement strategies.

• Collaboration – works across service lines and professional levels to align efforts.

Qualifications

Required

• Bachelor’s degree in related field.
• Four years of relevant experience.

Qualifications (Preferred)

Preferred

• Master’s degree in healthcare, business, or related discipline.
• Four years of relevant experience including improvement science or patient experience leadership.
• Experience in behavioral health.

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