Chief Officer

Position: Chief Experience Officer
Kings County Hospital Center has a rich legacy for its pioneering role in medicine. Today, with over 625 beds, our hospital remains on the cutting edge of technology and provides the most modern procedures with state-of-the-art equipment. Built in 1831 as a one room infirmary for publicly supported care of the sick, Kings County Hospital Center continues to be a leading healthcare facility whose mission is to provide care to everyone regardless of their ability to pay.

The hospital provides a wide range of health services, and specialties are offered in all fields of modern medicine. More than 200 clinics provide a wide array of ambulatory care services.

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 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. Performs administrative and operational functions that ensure integration and alignment of patient experience strategies and priorities with the System's mission, values, and business goals. Ensures optimal utilization of resources, service delivery, and compliance with applicable local, state, and federal rules, regulations and patient- and person-centered standards of care across the System.

SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Leads the Patient Experience Council in the development of patient experience initiatives and establishment of patient and employee satisfaction goals and provides leadership and support to all levels of management and staff across their health care settings in the implementation of patient experience and staff recognition programs and services.
• Effectively partners with key stakeholders and maintains a working relationship with the System Chief Experience Officer 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 patient experience, patient- and 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 patient and employee experience information, including maintenance of patient experience database and running of reports, and utilizes surveys and analytics to deliver on initiatives and monitor patient and employee satisfaction.
• 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.
• Promotes an environment that recognizes and values diversity, designing strategies that ensure that staff understand, appreciate, and address the needs of the diverse community they serve, including equitable access to care, loop closure, and responsiveness.
• Assists in the development of training programs and provides orientation, training, and guidance to staff. Routinely assesses staff learning needs, identifying gaps and evaluating the quality and effectiveness of the programs. Implements necessary changes in trainings and development to maximize productivity, effectiveness and efficiency of staff.
• Fosters a culture of accountability and service excellence by establishing appropriate work performance standards, evaluating the work and job performance of staff, providing constructive feedback and developmental tools, and making recommendations for corrective actions, as needed.
• Prepares and/or actively participates in the development of the fiscal year expense, revenue and operating budgets. Ensures operations run within budgetary guidelines, reviews budget requests for patient experience and patient- and person-centered care services and monitors related expenses and purchases.
• Develops and maintains partnerships with industry, community, academic, and professional organizations to support patient and staff…