[Hiring] Experience Improvement Coordinator @Center for Autism and Related Disorders

Role Description

The Experience Improvement Coordinator examines key points in the employee and parent/family journeys with CARD to identify gaps, inefficiencies, and opportunities to improve the overall experience. This role periodically steps into the experience of employees and families at different stages of their journey with CARD, documenting what works well, where processes become difficult or confusing, and where communication or departmental handoffs create unnecessary friction. The coordinator works collaboratively with departments across CARD to develop recommendations, improve workflows, and create practical resources that make processes easier to understand and navigate. The role also coordinates assigned cross-functional initiatives, tracks progress and results, and follows through to support the implementation and evaluation of approved improvements. This is a full-time, non-exempt position reporting to the Director of Administration.

Essential Duties and Responsibilities

• Partner with employees at various stages of employment, including onboarding, training, early tenure, and established employment, to understand their experiences navigating CARD processes.
• Partner with parents/caregivers to understand their experiences navigating CARD processes, including intake, evaluations, re-evaluations, and annual benefits confirmation.
• Review existing processes, workflows, and communications to identify gaps, inefficiencies, and opportunities for improvement.
• Collaborate with departments to develop recommendations, refine workflows, and implement process improvements.
• Develop and maintain resources, including FAQs, guides, templates, and other materials to support employees and families.
• Coordinate assigned projects and initiatives, track progress, and report findings and recommendations to leadership.
• Maintain documentation of identified issues, recommendations, actions taken, and improvements.
• Maintain the confidentiality and security of employee, patient, and family information in accordance with CARD policies and applicable privacy and security requirements, including HIPAA, as applicable.
• Perform other related duties as assigned.

Qualifications

• High school diploma or equivalent required; bachelor's degree preferred.
• Experience in project coordination, process improvement, healthcare, employee experience, or a related field preferred.

Requirements

• Proficiency with Microsoft 365 and Microsoft Teams, with the ability to learn and navigate various software applications and virtual meeting platforms.
• Ability to handle confidential information with discretion and professionalism.
• Strong written and verbal communication skills.
• Strong organizational, time management, documentation, and problem-solving skills, with exceptional attention to detail.
• Ability to demonstrate empathy, compassion, and professionalism in a service-oriented environment.
• Detail-oriented, proactive, and adaptable to changing priorities.
• Ability to manage multiple priorities and meet deadlines in a fast-paced, changing environment.
• Ability to work independently, exercise sound judgment, and collaborate effectively across departments while maintaining a positive, solution-focused attitude.

Work Environment

• Includes a typical remote office environment, with minimal exposure to excessive noise or adverse environmental issues.
• Potential for travel requiring air, hotel, and local transportation.

Physical Requirements

• Ability to sit for prolonged periods of time.
• Ability to work on a computer throughout the majority of the day, as tasks require.
• Ability to use and speak on the phone or via teleconference, as needed throughout the day.