Performance Improvement Consultant

OHSU is Oregon’s only public academic health center. We are a system of hospitals and clinics across Oregon and southwest Washington. We are an institution of higher learning, with schools of medicine, nursing, pharmacy, dentistry and public health – and with a network of campuses and partners throughout Oregon. We are a national research hub, with thousands of scientists developing lifesaving therapies and deeper understanding. We are a statewide economic engine and Portland’s largest employer. And as a public organization, we provide services for the most vulnerable Oregonians, and outreach to improve health in communities across the state.

 

The Performance Improvement Consultant provides leadership and technical expertise in the implementation of the OHSU Performance Excellence System (OPEx) in service to OHSU's Clinical Enterprise Strategic Plan. Provides advanced internal consultation and coaching to Senior Leadership, Healthcare Managers, Physicians, and Staff. Provides focused coaching, training, and development to internal PI Consultants both within Ambulatory Care and the OHSU Practice Plan. Designs, develops, and delivers components of the OPEx training curriculum at all levels of the organization. Facilitates A3 Planning with select organziational strategies and goals. Possesses and develops deep understanding of OPEx methods and management systems. Plays an active leadership role in developing and improving components of our OPEx Deployment Plan. Acts as the assigned PI Consultant to one or more complex and strategic priorities.

Strategy Deployment:

• Utilizes A3 structured problem-solving methodology within ambulatory care and the OHSU Practice Plan. Effectively uses Leader Standard Work, Daily Management Systems, Improvement Rounds, and Visual Management to achieve and sustain our performance. Works with the identified Sponsors and Management Guidance Teams to organize our improvement work to achieve our strategic objectives and goals. Works with Director, Ambulatory Quality & Improvement to design, revise, and improve our OPEx deployment plan.

Consultation/Coaching

• Serves as an expert consultant and advisor in OPEx/Lean/Performance Improvement methodologies. Coaches Senior Leaders, Management Guidance Teams, and Managers in the implementation and maintenance of their OPEx work. Coaches Practice Leaders to help strengthen their skills, problem solve, and enhance their OPEx, Project Management, Analytic, Coaching, and Facilitation Skills.

Facilitation/Project Management:

• Leads complex improvement initiatives using advanced OPEx methods and tools. Drives improvements to positively achieve key institutional priorities and objectives. Promotes and models change management tools and approaches. Establishes standard work and daily management systems to assure that improvements are sustained.

Workforce Management Analysis

• Compare actual call volume and AHT data to forecast figures to ensure that appropriate staffing standards are created and maintain.
• Analyze trends such as call volume, AHT, and attendance to plan for over staffing or under staffing conditions.
• Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
• Produces staffing forecasts on a daily, weekly, monthly, and annual basis for operations.
• Generates and evaluates agent staffing schedules and ensures data updates into scheduling system.
• Generates short and long-term staffing models including “what if “ scenarios based on service level goals. AHT, etc. and provide recommendations based on analysis.
• Compares results to forecast and identify opportunities for improvement.

Education:

• Bachelor's Degree in healthcare, science, business, engineering, or statistics. Evidence of relevant education/training in the area of Lean, performance improvement, change management and project management.

Experience:

• 5 years of experience in performance improvement.
• Previous work in Lean methodologies.
• Formal experience in training and coaching.

Job Related Knowledge, Skills and Abilities (Competencies):

 

Demonstrate through previous position responsibilities:

• Strong facilitation skills and abilities with evidence of successful Lean projects.
• Evidence of strong and effective Project Management skills.
• Evidence of strong training and coaching skills. Able to effectively coach at all levels of the organization.
• Evidence of the use of advanced Lean tools and method and superb organizational skills
• Expertise in office automation computer software including word processing, PowerPoint, spreadsheet, flow diagram and statistical programs.
• Deep understanding of statistical and data analysis.

Education: 

• Master’s degree preferred 

Experience:

• 5 years in a healthcare setting preferred. 
  Experience working with senior leadership at an organizational or service line level. 

Registrations, Certifications and/or Licenses:

• Lean certification, Six Sigma Master Black Belt, Change Management certification preferred.

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.