Director of Human Centered Care, Central Region

Hartford Healthcare•New Britain, CT

About The Position

The Director of Human Centered Care is a member of the executive leadership team and serves as the patient experience leader and improvement coach for Hartford HealthCare’s Central Region, including The Hospital of Central Connecticut, MidState Medical Center, the Bradley Campus, and the MediQuick location in Meriden. The Director brings expertise in team member engagement, clinical best practices, service excellence, and performance improvement, with direct accountability for partnering with organizational leadership to deploy programs that improve patient experiences. The role leads regional human experience efforts, supports strategic planning and goal alignment, develops and coaches clinical and administrative leaders, and helps implement organizational culture and improvement initiatives. The Director uses patient and customer feedback data to identify opportunities and guide improvement, serves as an expert and trainer in service excellence, and collaborates with organizational teams to sustain effective practices and service recovery.

Requirements

Master’s degree; a clinical degree must be included in graduate or undergraduate studies.
Five or more years of leadership experience in a healthcare setting.
Five or more years of clinical experience as an Advanced Practitioner, Registered Nurse, or Medical Provider.
CPXP (Certified Patient Experience Professional) licensure required within the first 18 months of employment.
Current license in good standing to practice as a Registered Nurse, Physician Assistant, Physician (PhD), or LCSW in Connecticut.
Demonstrated interviewing and consulting skills, including confidently proposing actions to clients and achieving results through influence and persuasion.
Demonstrated relationship-building skills, including engaging, persuading, and gaining credibility with senior executives and physicians in complex healthcare organizations, by phone and in person.
Ability to collaborate to ensure adequate resources are available to meet client needs across the organization.
Demonstrated organization, facilitation, communication, and presentation skills.
Ability to prioritize, plan, and work independently.
Ability to lead through influence in a matrix organization rather than through line-management authority, and build relationships with staff at all levels.
High level of integrity and trust.

Responsibilities

Lead Central Region experience efforts and develop innovative approaches to exceptional care, collaborating with and influencing resources to improve the human experience and achieve sustainable results.
Participate in strategic planning and cascading goals; ensure vertical and horizontal alignment, clear communication, and accountability measures.
Develop, coach, and mentor clinical and administrative leaders to improve operational excellence, clinical outcomes, and the human experience.
Lead, champion, or participate in developing organization-wide leadership, physician/medical provider, and team member training with relevant organizational colleagues.
Provide leadership and direction for implementing culture sustainment and culture change initiatives.
Train and mentor leaders in coaching methodologies and processes for managing team member performance using HHC Values, the culture framework, and H3W leadership behaviors; help leaders develop coaching plans to increase engagement.
Lead or participate in developing and implementing programs to hardwire best-practice models and analyze and redesign workflows and processes within and among units or departments.
Engage the Executive Leadership Team and unit or department leaders in targeted improvement strategies that drive human experience outcomes.
Interpret and share customer feedback data, including CAHPS, service excellence and service recovery surveys, PFACs, and focus groups, to motivate teams and identify improvement needs.
Build rapport and credibility and maintain relationships with key contacts at all organizational levels.
Model effective human interactions and serve as the senior coach and trainer for Hartford HealthCare service excellence training initiatives.
Collaborate with the Office of Patient and Family Affairs and participate in hardwiring the H3W Service Recovery Model, Process, and Toolkit.