Job Description

NYC Health + Hospitals/Bellevue is America’s oldest public hospital, established in 1736. Affiliated with the NYU School of Medicine, the 844-bed hospital is a major referral center for highly complex cases, with its 6,000 employees including highly skilled, interdisciplinary clinical staff. It sees more than 110,000 emergency room visits and 700,000 outpatient visits annually. Bellevue is an academic medical institution of international renown. We have served as an incubator for major innovations in public health, medical science, and medical education. Bellevue is a Level I Trauma Center delivering around-the-clock care in adult, pediatric, psychiatric and pediatric psychiatric emergencies as well as in the nationally-designated categories of cardiology, neurology, toxicology, and neonatology. In addition to providing comprehensive inpatient and outpatient state-of-the-art care Bellevue is a city-wide medical specialty referral source. Bellevue’s clinical centers of excellence include: Emergency Medicine and Trauma Care; Cardiovascular Services; Designated Regional Perinatal Center and Neonatal Intensive Care Unit (ICU); Comprehensive Children’s Psychiatric Emergency Program; and Cancer 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.

Work Shifts

9:00 A.M – 5:00 P.M

Duties & 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 engagement and satisfaction across the System, and to stay current on developments and best practices in patient- and family-centered care, including improving access to care and internal and external communication.
• Participates in internal/external quality assurance/performance improvement (QA/PI) activities, programs, and training, and relevant health care events, as required.
• Ensures ongoing compliance and maintenance of NYC Health + Hospitals policies and procedures with national standards and other applicable external regulatory requirements, guidelines and accreditation authorities.
• Performs other related duties, as directed.

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.

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