Chief Experience Officer

NYC Health + Hospitals

New York (NY)

Presencial

USD 180 000 - 230 000

Tempo integral

14 dias+

Recebe uma resposta deste empregador

O teu currículo e carta de apresentação, adaptados exatamente ao que estão a contratar.

Ultrapassa os filtros ATS

Resumo da oferta

NYC Health + Hospitals Community Care seeks a Care Experience Officer to lead the strategic planning and execution of patient experience and staff engagement initiatives across the system. You will oversee programs, policies, and procedures, aligning them with the organization’s mission and ICARE values.

You will guide culture change, partner with executives and HR, and drive data-driven improvements in care experience, patient satisfaction, and staff engagement across Brooklyn, Manhattan,

Qualificações

Master’s degree in Hospital Administration, Public Health, or related field with data-driven program experience.
Experience in patient and staff engagement, quality improvement, or care experience programs.

Responsabilidades

Models ICARE values and promotes a culture of care experience.
Leads site-level care experience strategy and wants inclusive goals.
Chairs multidisciplinary councils on patient and staff experience and recognition.
Partners with executive leaders to align priorities and resources.
Develops programs, policies, and processes for care experience improvements.
Designs and monitors balanced scorecards aligned to strategic pillars.
Creates dashboards and analyzes care experience data for action.

Conhecimentos

Leadership

Communication

Strategic planning

Data analysis

Project management

Formação académica

Master’s degree in Hospital Administration or related field

Bachelor’s degree with 5 years experience

Equivalent combination including Bachelor’s

Ferramentas

EPIC H2O Hyperspace

EPIC H2O Remote Client

Tableau dashboards

Press Ganey portals

Descrição da oferta de emprego

Marketing Statement

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.

Marketing Statement

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.

Duties & Responsibilities

Purpose of Position:

The (Care/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. The incumbent in this role performs administrative and operational functions that ensure integration and alignment of care experience strategies and priorities with the System's mission, vision, values, and strategic pillars. The incumbent ensures optimal utilization of resources, service delivery, and compliance with all applicable regulations and person-centered standards of care across the System. The incumbent manages the enhancement and continuous improvement of the overall care experience for patients, caretakers and loved ones, and staff throughout the organization.

Areas Of Responsibilities

Leadership

Models ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) and utilizes the ICARE service recovery model at all times.
Creates and sustains an environment that recognizes and addresses the needs of a diverse workforce, patient population, and the community.
Leads the site-level Care Experience strategy to develop person-centered care experience initiatives and establish goals in an inclusive manner.
Chairs or co-leads multidisciplinary councils, committees, and work groups focused on patient and staff experience, engagement, and recognition.
Partners with the System Chief Experience Officer, executive leadership, and Human Resources to define priorities, monitor outcomes, and ensure a unified approach to improving experience.
Guides the development of programs, policies, and culture-building initiatives that foster accountability, empathy, and service excellence across all teams.

Communication

Communicates, documents and promotes a shared vision for care experience across the organization.
Evaluates performance against ICARE values and care experience metrics and provides feedback and development tools as recommendations for improvement as needed.
Defines the optimal care experience, including the behavioral changes necessary to achieve cultural transformation throughout the entire organization.

Ability To Build Partnerships

Serves as the subject matter expert to service excellence, maintaining an active understanding of current thinking and innovative programs in care experience.
Develops and maintains partnerships with industry, academic, and professional organizations to support care experience across the organization and stay current on best practices.
Cultivates collaborative / inclusive working relationships with all staff at all levels within the organization to improve care coordination, patient and staff satisfaction, and technology advancement.

Strategic Perspective

Leads strategic planning aligned with the Care Experience strategic pillar to develop the framework and protocol in which all care experience initiatives are deployed.
Designs and implements value-added projects and innovations to improve and sustain these initiatives and ensures application across the continuum of care.
Partners with the Care Experience team to define the strategic direction and operational plan for advancing care experience initiatives across the organization.
Develops and socializes balanced scorecard to align with System-wide strategic pillars and site-level operations.

Data Measurement & Interpretation

Develops plans for care experience programming to meet CAHPS national benchmarks and optimize on financial incentives.
Collects and analyzes care experience data to set strategic goals/action plans for the organization and utilizes both qualitative and quantitative analytical tools to inform care experience initiatives.
Creates dashboards and monitors care experience metrics to share with key stakeholders for action planning.

Project Management

Fosters and coordinates adoption of solutions* that revolutionize care experience and business outcomes for the organization. develop best practices.
Challenges the status quo by conducting ongoing review of care experience initiatives, programs, policies, and procedures to identify and address barriers to success, gaps, discrepancies and areas for improvement.
Implements necessary changes to care experience initiatives to maximize efficient usage of resources, effectiveness of initiatives, and develop best practices.
Solutions can include but are not limited to training, coaching, process improvement, technological enhancements, etc.

Workflow Design

Optimizes all aspects of the care experience from start to finish at every touchpoint for patients, families, and staff throughout the organization.
Leverages several data sources to inform care experience improvement projects (e.g. Compliments, Grievances and Complaints, Press Ganey reports, patient comments/reviews, HappyOrNot/Smileylink reports, iRound data, feedback from Patient Advisory Councils, etc.).
Utilizes and facilitates adoption of improvement science tools (e.g. PDSA cycles, RCAs, etc.) to enhance the overall care experience pertaining to both clinical and business operations/processes.

Service Recovery & Excellence

Builds and maintains relationships with patients to proactively enhance the care experience.
Coaches leaders and staff to improve outcomes through demonstration of ICARE values and execution of best practices in care experience.
De‑scalates issues raised by patients, families, and staff by modeling ICARE values and guiding

Other Duties

Performs other duties as assigned by the Executive Director/Chief Nursing Officer.

Minimum Qualifications

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
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
Satisfactory equivalent combination of education, training, and/or experience. However, all candidates must have a minimum of a Bachelor’s Degree.

Department Preferences

Knowledgeable In

Foundational knowledge of healthcare operations; understanding of HIPAA and other regulations designed to protect patient rights and confidentiality.
Proficient in Microsoft Office and Adobe suites of programs and applications, and other pertinent technological tools.
Ability to facilitate training and educational experiences for all organizational audiences
Ability to be well-organized, detail-oriented, highly analytical and independence with problem-solving
Demonstrated ability to work on multiple projects simultaneously and prioritize work to meet adapting deadlines
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

Years Of Experience

Minimum of 5 years of progressively responsible experience in patient experience, staff engagement, or healthcare leadership, including at least 2 years in a managerial or executive capacity.

Computer Programs/Software