Job Description

About NYC Health + Hospitals:

Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.

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:

This position will manage and direct programs related to the philosophy of Person-Centered Care [PCC]* across the system. The incumbent will be involved with assessment, data analysis, and strategic planning to improve the employee and patient experiences. They will report to and work closely with the Care Experience leader at their respective facility/service line, peer incumbents at other locations in the health system, as well as the Central Office Care Experience and Workforce Wellness departments. This role will partner with all key stakeholders from executive leadership to front-line staff, patients/residents/community members to spearhead improvement effort initiatives within the organization.

*Person-Centered Care (PCC) is care focused on the needs of individuals, guided by peoples’ preferences and values, and includes supporting structures, policies, and practices that create a culture of quality, compassion, and partnership across the continuum of care.

• Develop, implement, and evaluate person-centered initiatives to enhance care quality and experience, including workflow design, performance improvement, and training
• Co-design and promote patient-inclusive performance improvement projects
• Utilize evidence-based methods to enhance healthcare experiences through compassionate, person-centered techniques including partnerships, improvement planning and solution generation in support of the theme “Nothing for me without me”
• Create sustainment plans to address gaps identified through prior and ongoing assessments of lived healthcare experiences
• Support and build a peer-based model to adopt and adapt person-centered principles across the health system
• Foster organization-wide partnerships to develop, and deploy recognition programs
• Implement best practices in person-centered care to be sustained and scaled at certified sites, and spread and scale to non-certified sites within the health system
• Partner with Patient Safety, Workforce Wellness, Human Resources, and Care Experience teams to analyze, and share Employee Feedback Survey results
• Serve as expert and resource to aid employee engagement action planning and improvement efforts
• Co-lead Patient-Family Advisory/Partnership Committee (PFAC/PFPC) to inform organizational improvements in patient experience
• Spearhead workgroups to develop and sustain person-centered care cultural efforts, as well as align existing experience programs and initiatives with person-centered care framework and philosophy
• Develop person-centered care goals and outcomes to align with organizational strategy
• Utilize available measurement approaches to evaluate the success and effectiveness of person-centered programs
• Design and implement policies and initiatives endorsing person-centered care practices
• Serve as a role model and champion for person-centered behaviors and standards with kindness and a service excellence mindset
• Perform additional duties as required

Minimum Qualifications:

Educational and/or experience requirements will vary requiring diverse kinds and levels depending on the content, complexity and variety of project. Compensation levels will correspond to the requirements developed for the designated project.

In no event will the acceptable minimum be below:

1. A Baccalaureate Degree from an accredited college or university in a specialization discipline consistent with project content; and,

2. Four years of substitutable and relevant health care experience related to the objectives of the project; or,

3. A satisfactory equivalent combination of experience, training and education.

Department Preferences

• Master’s degree in Hospitality, Healthcare or a related field
• Foundational knowledge of healthcare operations; understanding of HIPAA and other regulations designed to protect patient rights and confidentiality
• Prior background in the hospitality or related industry (hotels, travel, and tourism) exemplifying leading and best practices in customer service
• Experience with facilitating training programs and interventions focused on service excellence
• Proficient in Microsoft Office and Adobe suites of programs and applications
• Motivated self-starter with strong leadership, change management, planning, organizational and project management skills
• Excellent verbal, written, and facilitation skills to communicate with stakeholders at all organizational levels
• Ability to act as a change agent supporting organizational culture change and transformation
• Adept understanding of business principles, operations and process improvement strategy
• Strong interpersonal skills and ability to manage a multitude of activities in a fast-paced environment

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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