Location: New York,NY, USA
About NYC Health + Hospitals:
NYC Health + Hospitals/Community Care reaches outside the walls of our hospitals and brings health care to patients where they live. With more than 600 dedicated employees, Community Care provides services including home care, community care coordination, and community-based care management to individuals managing chronic health conditions residing in Brooklyn, Manhattan, Queens and The Bronx.
At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.
Job Description:
Purpose of Position:
The Chief Experience Officer is responsible for the strategic planning and oversight of patient experience and staff engagement initiatives, operations and all related programs, policies, and procedures. Performs administrative and operational functions that ensure integration and alignment of patient experience strategies and priorities with the System s mission, values, and business goals. Ensures optimal utilization of resources, service delivery, and compliance with applicable local, state, and federal rules, regulations and patient- and person-centered standards of care across the System.
Duties & Responsibilities
Essential Duties and Responsibilities:
1. Leads the Patient Experience Council in the development of patient experience initiatives and establishment of patient and employee satisfaction goals and provides leadership and support to all levels of management and staff across their health care settings in the implementation of patient experience and staff recognition programs and services.
2. Effectively partners with key stakeholders and maintains a working relationship with the System Chief Experience Officer to define the strategic direction and operational plan for advancing patient experience and staff engagement programs and initiatives. Designs and implements value-added projects and innovations to improve and sustain these initiatives and ensure application across the continuum of care.
3. Serves as a principal advisor and key resource on all matters pertaining to patient experience and employee engagement and provides consultation and coaching on evidence-based practices. May serve on a variety of committees or conduct meetings and conferences to discuss matters concerning improvements to patient experience, satisfaction, and staff engagement.
4. Conducts ongoing review of existing patient experience, patient- and person-centered care and engagement initiatives, programs, policies and procedures to identify barriers to success, gaps or discrepancies and opportunities for improvement. Recommends workable and cost-effective solutions or revisions to translate concepts of service excellence into actionable behaviors.
5. Responsible for collection and analysis of patient and employee experience information, including maintenance of patient experience database and running of reports, and utilizes surveys and analytics to deliver on initiatives and monitor patient and employee satisfaction.
6. Delivers on strategic plan initiatives using surveys and analytics. Provides guidance on data collection, tracking, distribution and communication and develops and implements strategies and metrics for potential growth areas.
7. Promotes an environment that recognizes and values diversity, designing strategies that ensure that staff understand, appreciate, and address the needs of the diverse community they serve, including equitable access to care, loop closure, and responsiveness.
8. Assists in the development of training programs and provides orientation, training, and guidance to staff. Routinely assesses staff learning needs, identifying gaps and evaluating the quality and effectiveness of the programs. Implements necessary changes in trainings and development to maximize productivity, effectiveness and efficiency of staff.
9. Fosters a culture of accountability and service excellence by establishing appropriate work performance standards, evaluating the work and job performance of staff, providing constructive feedback and developmental tools, and making recommendations for corrective actions, as needed.
10. Prepares and/or actively participates in the development of the fiscal year expense, revenue and operating budgets. Ensures operations run within budgetary guidelines, reviews budget requests for patient experience and patient- and person-centered care services and monitors related expenses and purchases.
11. Develops and maintains partnerships with industry, community, academic, and professional organizations to support patient and staff engagement and satisfaction across the System, and to stay current on developments and best practices in patient- and family-centered care, including improving access to care and internal and external communication.
12. Participates in internal/external quality assurance/performance improvement (QA/PI) activities, programs, and training, and relevant health care events, as required.
13. Ensures ongoing compliance and maintenance of NYC Health + Hospitals policies and procedures with national standards and other applicable external regulatory requirements, guidelines and accreditation authorities.
14. Performs other related duties, as directed.
Minimum Qualifications:
Qualification Requirements:
1. Master s degree from an accredited college or university in Hospital Administration, Business Administration, Public Administration, Health Care Administration, Public Relations, or an approved related program; and three (3) years of paid, full-time progressively responsible experience using data-driven methods to develop and implement patient and employee experience, engagement, and/or satisfaction programs, providing patient-centered management, patient and community relations, customer service, or other related functions in a hospital or a health care setting, two (2) years of which must have been in a responsible administrative, managerial, or supervisory capacity; or
2. Bachelor s degree from an accredited college or university in disciplines, as described in 1 above; and five (5) years of experience, as described in 1 above, three (3) years of which must have been in a responsible administrative, managerial, or supervisory capacity; or
3. Satisfactory equivalent combination of education, training, and/or experience. However, all candidates must have a minimum of a Bachelor s Degree.
NYC Health and Hospitals offers a competitive benefits package that includes: