Senior Director-Patient Engagement and Experience

NYU Langone Hospital - Brooklyn is a full-service teaching hospital and Level I trauma center located in Sunset Park, Brooklyn. The hospital is central to a comprehensive network of affiliated ambulatory and outpatient practices, and serves as NYU Langone Health's anchor for healthcare access, growth, and delivery in the entire borough. Learn more about NYU Langone Hospital – Brooklyn, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube and Instagram.

Position Summary:
We have an exciting opportunity to join our team as a Sr. Director- Patient Engagement & Experience.
 
In this role, the successful candidate Reporting to the VP, Patient Care Services, s/he is responsible for leading the hospitals efforts to differentiate itself based on the quality of the patient experience. This includes the overall creation, implementation and sustainment of clinical initiatives to improve the patient experience for NYULH Brooklyn to exceed the expectations of our patients and families. Oversees patient engagement and patient experience operations. S/he will oversee the community liaisons outside engagement activities, as well as ensuring proactive patient and family-facing rounding in the hospital. S/he will also assist senior leadership and individual department management in evaluating the model of care and operational infrastructure to support this work. Additionally, s/he will work with appropriate leaders to identify themes and develop action plans resulting from patient experience survey and feedback data. S/he will have leadership responsibility for coaching, mentoring and training all levels of the organization on the principles and behaviors of the experience transformation. The goal of this effort will be to create a culture and standard of care that builds upon the systems excellent clinical outcomes, improves patient satisfaction, enhances employee engagement, strengthens the hospitals brand, and improves the bottom line.

Job Responsibilities:

• Develops an organizational experience strategy focused on all points of patient care.
  Develops an organizational experience strategy focused on all points of patient care.
  Develops an organizational experience strategy focused on all points of patient care.
  Develops an organizational experience strategy focused on all points of patient care.
• Collaborates with physicians, nurse leaders, department heads and managers to integrate new patient centered programs and initiatives into the organization.
• Develops operational plans, initiatives and programs that support the implementation of the patient experience strategy at the organizational and department level.
• Aligns, coordinates, and designs programs, policies, education and other staff development initiatives to ultimately improve the patient experience and promote patient and family centeredness. Works with the Patient Centered Care Steering Committee to set goals and to develop strategies that will lead to successful achievement of these goals.
• Works closely with senior and clinical leadership and human resources in order to create a culture that supports improved patient experience and influences the behavior of all faculty, staff and students who come in contact with patients and families.
• Regularly and continuously communicates the opportunities for innovative approaches to influence the patient satisfaction data and the implications for everyones efforts to improve the patient experience.
• Collaborates with Quality and Safety leadership to assure improvement tools and techniques are common across all initiatives, simplifying improvement efforts for caregivers. Uses HRO structure to help initiate and monitor change.
• Evaluates the impact of organizational decisions that affect the experience of our patients and families.
• Understands HCAHPs and CMS data and the implications of the data for changes necessary to achieve the optimal patient and family experience.
• Works collaboratively with the leaders of patient experience at NYU Langone Orthopedic Hospital, NYU Langone Brooklyn, NYU Langone Winthrop, and ambulatory sites, including FGP physician offices and the Family Health Centers.
• Demonstrates the organizations Core Values and incorporates them into the performance of all responsibilities, and serves as a role model for all individuals who interact with patients and families.
• Communicates how these values are associated with a clear definition of the optimal Patient Experience, including the behavioral changes necessary to achieve cultural transformation throughout the campus.
• Creates and implements regular and meaningful ways for patients and families to be involved and to evaluate improvements through the eyes and voices of the patient.
• Able to implement a successful translation program, creating opportunities for measurable and sustainable improvement in survey questions related to successful communication for patients and families for whom English is not their primary language.

Minimum Qualifications:

• To qualify you must have NY State Licensure as a Registered Professional Nurse with current registration.
• Bachelor’s degree in Nursing, Master’s degree in Nursing or related field required
• Minimum of 5 years progressive Inpatient Nursing leadership experience required
• Patient Satisfaction and or Hospitality experience, with a proven track record in patient experience innovation and or Quality leadership experience in a hospital setting required
• Experience in a busy urban or semi-urban academic medical center is highly preferred
• Patient centered visionary, strong facilitator, implementer and negotiator
• Proven track record of using energy, creativity, Independence, great ideas, willingness and desire to try new approaches to improve customer service, bringing fresh perspectives and an open mind, encouraging innovation at all levels of the organization.
• Thorough understanding of HCAHPS, CMS, and patient satisfaction data and the implications of such, with the ability to clearly communicate data and passionately engage staff in designing solutions for sub-optimal data points
• Need to possess the following: thoughtful, analytical , outgoing, engaging,, motivating, undeterred by challenges and barriers to change, persistent, collaborative, transparent, approachable, passionate about the goal at hand
• Results oriented; not only setting goals but also designing, implementing and monitoring plans for improvement
• Outstanding interpersonal skills with exceptional ability to communicate at all levels of the organization demonstrating political and organizational savvy
• Must be able to develop strong relationships at all levels both internally with colleagues and external parties.

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Hospital - Brooklyn provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.

NYU Langone Hospital-Brooklyn is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
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