Chief Experience/Employee Engagement Officer Lvl 1

2 weeks ago

New York, United States NYC Health Hospitals Full time
Woodhull Medical and Mental Health Center is attuned to the healthcare issues that matter to the people of North Brooklyn. Woodhull focuses on preventing disease and promoting healthy lifestyles by reaching out to the community at various locations.

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

9:00 A.M - 5:00 P.M

SUMMARY OF DUTIES AND RESPONSIBILITIES
  • Oversight and responsibility for enhancing and continually improving the overall experience of patients, staff and visitors.
  • Clearly defines the optimal Patient Experience, including the behavioral changes necessary to achieve cultural transformation throughout the facility.
  • Instills a culture of service excellence, hospitality, ownership and results.
  • Utilizes coaching, best practices and collaboration to improve service excellence.
  • Identifies and presents key issues impacting the Patient experience to the Sr. Cabinet members which will include findings, barriers to success and progress toward results.
  • Serves as the subject matter expert for service excellence, maintaining an active understanding of current thinking and innovative interventions/programs regarding the patient experience.
  • Monitors national HCAPHS, Press Ganey, and patient experience trends.
  • Identifies how top performing hospitals identify and maintain success.
  • Creates and monitors service standards for patient relations.
  • Coaches leaders and staff for improved results and execution of best practices and strategies.
  • Develops reports, uses data, and compiles presentations to ensure communication and alignment of facility with System goals.
  • Chairs facility Patient Experience Committee/Forum; participates in established hospital meetings as leader of patient experience and provides guidance, support and information.
  • Set comprehensive goals for performance and growth.
  • Lead employees to encourage maximum performance and dedication.

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 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:
  • 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

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