care experience officer - New York, NY , USA, United States - NYC Health Hospitals

Description

Harlem Hospital Center has been a bedrock of the Harlem community since 1887. The hospital provides a wide range of medical, surgical, diagnostic, therapeutic and family support services to the residents of Central Harlem, West Harlem, Washington Heights and Inwood. Harlem is the largest hospital in the area, capable of treating the most seriously ill. Harlem provides over 90 specialized ambulatory care services, dentistry and oral surgery, behavioral health services, and community substance abuse treatment.

Job Description

The Care 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 applicable, local, state, and federal rules, regulations and person-centered standards of care across the System.

SUMMARY OF DUTIES AND RESPONSIBILITIES:

• Leads the Care Experience Committee / Council in the development of care experience initiatives and establishment of patient satisfaction goals and provides leadership and support to all levels of management and staff across their health care settings in implementation of patient experience and staff recognition programs and services

• Effectively partners with key stakeholders and maintains a working relationship with the Central Office Care Experience team 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

• 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

• Conducts ongoing review of existing care experience, 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

• Responsible for collection and analysis of care experience information including maintenance of care experience portals and running of reports and utilizes surveys and analytics to deliver on initiatives and monitor care experience metrics

• 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

Additional duties assigned.

Minimum Qualifications
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 of education, training, and/or experience.

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs