Location: New York,NY, USA
About NYC Health + Hospitals:
Empower Every New Yorker Without Exception to Live the Healthiest Life Possible
NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.
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:
SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES:
The Service Excellence Program Manager role will serve as an entity-level lead for the ICARE with Kindness initiative, a culture strengthening effort to enhance the organization s overall image and reputation through the adoption of NYC Health + Hospitals service excellence standards. An incumbent in this position will support end-to-end program design, deployment, and evaluation. The incumbent s primary responsibilities are included and not limited to the below.
QUALIFICATIONS FOR THE JOB:
Training
Quality Assurance
Community Guidelines / Real-Time Service Recovery
Health Plan Liaising / Continuous Improvement
Minimum Qualifications:
Educational and/or experience requirements will vary requiring diverse kinds and levels depending on the content, complexity and variety of project. Compensation levels will correspond to the requirements developed for the designated project.
In no event will the acceptable minimum be below:
1. A Baccalaureate Degree from an accredited college or university in a specialization discipline consistent with project content; and,
2. Four years of substitutable and relevant health care experience related to the objectives of the project; or,
3. A satisfactory equivalent combination of experience, training and education.
Department Preferences
Master s degree in Hospitality, Healthcare or a related field with 3 years of experience or Bachelor s degree with 5 years of experience
Foundational knowledge of healthcare operations; understanding of HIPAA and other regulations designed to protect patient rights and confidentiality
Prior background in the hospitality or related industry (hotels, travel, and tourism) exemplifying leading and best practices in customer service
Experience with facilitating training programs and interventions focused on service excellence
Proficient in Microsoft Office and Adobe suites of programs and applications
Motivated self-starter with strong leadership, change management, planning, organizational and project management skills
Excellent verbal, written, and facilitation skills to communicate with stakeholders at all organizational levels
Ability to act as a change agent supporting organizational culture change and transformation
Adept understanding of business principles, operations and process improvement strategy
Strong interpersonal skills and ability to manage a multitude of activities in a fast-paced environment
NYC Health and Hospitals offers a competitive benefits package that includes: