Director of Human Centered Care, Northwest Region - Torrington, United States - Hartford HealthCare Corp.

Hartford HealthCare Corp.

Verified Company

Torrington, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Description

Job Schedule:
Full Time

Standard Hours: 40

Job Shift:
Shift 1

Shift Details:

Work where
every moment matters.

Every day, over 30,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here.

We invite you to become part of Connecticut's most comprehensive healthcare network.

Hartford HealthCare's unified culture enhances access, affordability, equity and excellence. Its care-delivery system
- with more than 500 locations serving 185 towns and cities
- includes two tertiary-level teaching hospitals, an acute-care community teaching hospital, an acute-care hospital and trauma center, three community hospitals, a behavioral health network, a multispecialty physician group, a clinical care organization, a regional home care system, an array of senior care services, a mobile neighborhood health program and a comprehensive physical therapy and rehabilitation network. On average, Hartford HealthCare touches more than 23,000 lives every single day. The unique, system-wide Institute Model offers a unified high standard of care in crucial specialties at hospital and ambulatory sites across Connecticut offering unparalleled expertise at the most affordable cost.

The institutes include:
Ayer Neuroscience, Behavioral Health, Cancer, Digestive Health, Heart and Vascular, Orthopedics and Tallwood Urology & Kidney.

Position Summary:

The Director of Human Centered Care will be a member of the executive leadership team and will act as the patient experience leader and principle improvement coach for Charlotte Hungerford Hospital, a 122 bed general acute care community hospital that serves as a regional healthcare resource for the 100,000 residents of Litchfield County and Northwest Connecticut.

The Director will bring their expertise in team member engagement, clinical best practice, service excellence, performance improvement, having direct accountability for integrating and partnering with organizational leadership to deploy programs that drive positive patient experiences.

Key Accountabilities:

Leads experience efforts for Northwest Region, developing new and innovative approaches to providing exceptional care, effectively collaborating and influencing resources to positively impact the human experience and achieve sustainable results
Participates in the strategic planning process and the cascading of goals. Ensures vertical and horizontal alignment so that goals are clearly communicated and accountability measures are followed
Develops, coaches and mentors teams of clinical and administrative leaders to improve operational excellence, clinical outcomes and the human experience
Leads, champions, or participates in the development of organizationwide leadership, physician/medical provider, and team member training in collaboration with colleagues in the Office of Experience, Quality and Safety, Human Resources, Nursing, Operational Excellence and other teams
Provides leadership and clear direction to support the successful implementation of the organization's culture sustainment and culture change initiatives
Provides all leaders with training and mentoring on coaching methodologies and processes to successfully manage team member performance using the HHC Values, culture framework and H3W leadership behaviors. Helps leaders develop a coaching plan that increases team member engagement
Leads or participates in the development and implementation of programs to hardwire best practice models, analyze and redesign workflow/processes within and among units/departments
Engages the Executive Leadership Team and unit/department leaders to support and achieve targeted improvement strategies that drive Human Experience outcomes
Is the healthcare teams' expert on the voice of the customer and is able to interpret and share data from the CAHPS surveys, service excellence surveys, service recovery surveys, PFACs, focus groups, etc. Will use this data to inspire the team to perform and as a diagnostic tool to determine improvement needs/initiatives
Is a role model for establishing rapport and credibility; maintains relationships with key contacts at all levels of the organization
Is the exemplar for human interactions and is the senior coach and trainer for Hartford HealthCare's service excellence training initiatives
Ensures collaboration with the Office of Patient and Family Affairs and participates in hardwiring the H3W Service Recovery Model, Process and Toolkit

Qualifications

Master's Degree is required, clinical degree in graduate or undergraduate studies
Five plus years of leadership experience within a healthcare setting
Ten plus years of clinical experience is required as an Advanced Practitioner, Registered Nurse or Medical Provider
CPXP (Certified Patient Experience Professional) licensure required within the first 18 months of employment
Current license in good standing to p