The Lead Service Designer shapes, leads, and implements initiatives to improve and transform healthcare access, experience, quality and equity across a healthcare network that serves vulnerable patients. The Lead Service Designer conducts design research, facilitates collaborative problem definition, identifies gaps in care. Your role would include mapping workflows and designing system and service delivery improvements that facilitate optimal health of the population. To achieve this, you should excel at working with internal and external partners to analyze a problem and brainstorm solutions to address them. The Lead Service Designer may also serve as project or change manager or support other teams and entities in implementing improvements and assessing results. Design focus areas may cover a broad range of domains, including clinical quality improvement, medical practice transformation, network expansion, or advancement towards new models of care including value-based care, virtual care, mobile care, etc. You are an ideal candidate if you value understanding a problem, defining a solution, and working with others to bring it to life. Reporting to the Senior Director of Healthcare Access, this role encompasses design and the implementation of new solutions.
In order for your application to be considered, please submit a cover letter, resume, and a pdf or link to of your portfolio showcasing your service design skills (3-6 projects that you have worked on).
Telework
This position is approved to telework however staff member must be physically onsite 2-3 days a week for onsite meetings at the PCC Headquarters office in Silver Spring, Md. or at customer locations to perform certain duties. Note: PCC employees must reside in the following five states and District of Columbia: MD, VA, WVA, DE, PA. & DC. Relocation costs are not provided.
Essential Activities
1. Scopes and defines challenges that inhibit healthcare access, experience, quality or equity.
• Collaborates with partners, PCC program leaders and data analytics team members to define standards and measures of effectiveness for network access, patient and provider experience, quality, or equity.
• Conducts secondary research, analyzes qualitative and quantitative data, and synthesizes information to become knowledgeable about a problem context, to define the magnitude of a challenge, or assess the gap between the current state and a benchmark.
• Combines and shares secondary research and analytical information to shape design research plans and approaches to inform further learning about the challenge.
• Conducts best practice research to inform solutions that have worked in analogous or similar environments to help inform possible solutions.
2. Provides expertise in service design to research, and design or prototype new or improved policies, programs, models, services, or products that advance healthcare access, experience, quality, or equity.
• Leads ethnographic research and contextual design investigations to understand behaviors, pain points, needs, aspirations with the goal of identifying the root causes of presenting healthcare challenges.
• Drives synthesis and insight generation, with an emphasis on collaboration and effective group facilitation to guide decision makers and teams along the journey.
• Provides systems-level thinking and workflow analysis to dissect and interpret the entire ecosystem of a service or system.
• Communicates, envisions, and develops design deliverables (ideas, service models, customer journeys, scenarios, personas, system maps, workflows, service blueprints, infographics, recommendations) and artifacts in support of advocating for strategies that advance access, quality, experience, and equity.
3. Partners with PCC program and internal support teams and safety-net leaders to prioritize, plan, and manage improvements projects and solution implementations.
• Leads committees (including Quality Health Improvement Committee), work groups or workshops to gather input, socialize findings, prioritize solutions and plan approaches to implement solutions or improvement interventions.
• Develops project plans, resource requirements, and cost estimates to support program, model, service or product changes; and fosters collaborative relationships with stakeholders to ensure plans have input from those directly affected or with relevant experience.
• May serve as project/change manager to support implementation activities; works with partners to mitigate risks, facilitate open communications, & ensure project success.
• May directly oversee consultants and matrixed staff that provide performance improvement, change management, staff education/training, or practice transformation efforts to support safety-net clinics to achieving targets set for access, experience, quality, or equity and other targets as needed.
• Updates strategies, tools and tactics as needed and by gathering stakeholder feedback to suppo
Location: Silver Spring, MD
Posted: Aug. 28, 2024, 10:42 p.m.
Apply Now Company Website