Director, Patient & Customer Experience

Northwell Health

About The Position

Directs, plans, implements and evaluates the development and sustainment of patient, family and customer experience programs and initiatives. Collaborates with leadership team(s) to create the local patient and customer experience strategy utilizing core concepts of Patient Experience. Job Responsibility Strategic and operations-based leader within the system Office of Patient & Customer Experience. Subject matter expert within Patient & Customer Experience; has proven and sustained achievements leveraging the tenants of Patient & Customer Experience excellence. Oversee strategic areas within a customer-obsessed framework such as culture and customer-centric care delivery, large-scale cultural transformation efforts, access optimization, and educational and professional development programming. Creates executive-level documents/presentations/resource guides/briefing documents Leads and role models organizational values and the Northwell Culture of C.A.R.E. Maintains strong communication with patients, families, leaders, and team. Collaborates with leadership team(s) to create the site-based patient and customer experience strategy utilizing core concepts of Patient Experience (ie Leadership, Advocacy, Measurement and Experience Design). Leads development and execution of short term strategy. Aligns and collaborates with the system Office of Patient & Customer Experience to design and deliver patient and family centered care; participates in system Patient & Customer Experience collaboratives and shared work teams. Directs and develops a Patient & Customer Experience team to successfully implement Patient & Customer Experience strategic plan at their local site. Directs, assesses, plans, directs, implements and evaluates the development and sustainment of patient, family and customer experience programs and initiatives. Engages, mentors and educates leaders and teams in upholding organizational values and behaviors aligned with the Northwell Health Culture of C.A.R.E. Demonstrates strong interpersonal, presentation and written skills. Demonstrates strong understanding of patient experience metrics, goals and performance measures to guide and implement performance improvement efforts; prepares, disseminates and presents outcome metrics to leadership and site teams. Coaches teams and departments on development of customer-centric processes; collaborates with all disciplines to deliver a broad scope of patient and family centered programs. Leads and supports site-based Patient & Family Partnership Council (PFPC) in conjunction with site leadership; actively participates in system PFPC with a patient/family Partner. Selects, develops, manages, and evaluates direct reports; oversees the selection, development, management and evaluation of indirect reports. Develops and manages budget for area of responsibility. Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Requirements

Bachelor's Degree required, or equivalent combination of education and related experience.
8-12 years of relevant experience and 7+ years of leadership / management experience, required.
Strong leadership skills and experience within healthcare operations, data and analytics, performance improvement, change management, policy/procedures, project management and organizational awareness.
Strong, engaging and experienced public speaker, presenter and facilitator.

Responsibilities

Directs, plans, implements and evaluates the development and sustainment of patient, family and customer experience programs and initiatives.
Collaborates with leadership team(s) to create the local patient and customer experience strategy utilizing core concepts of Patient Experience.
Strategic and operations-based leader within the system Office of Patient & Customer Experience.
Subject matter expert within Patient & Customer Experience; has proven and sustained achievements leveraging the tenants of Patient & Customer Experience excellence.
Oversee strategic areas within a customer-obsessed framework such as culture and customer-centric care delivery, large-scale cultural transformation efforts, access optimization, and educational and professional development programming.
Creates executive-level documents/presentations/resource guides/briefing documents
Leads and role models organizational values and the Northwell Culture of C.A.R.E.
Maintains strong communication with patients, families, leaders, and team.
Collaborates with leadership team(s) to create the site-based patient and customer experience strategy utilizing core concepts of Patient Experience (ie Leadership, Advocacy, Measurement and Experience Design).
Leads development and execution of short term strategy.
Aligns and collaborates with the system Office of Patient & Customer Experience to design and deliver patient and family centered care; participates in system Patient & Customer Experience collaboratives and shared work teams.
Directs and develops a Patient & Customer Experience team to successfully implement Patient & Customer Experience strategic plan at their local site.
Engages, mentors and educates leaders and teams in upholding organizational values and behaviors aligned with the Northwell Health Culture of C.A.R.E.
Demonstrates strong interpersonal, presentation and written skills.
Demonstrates strong understanding of patient experience metrics, goals and performance measures to guide and implement performance improvement efforts; prepares, disseminates and presents outcome metrics to leadership and site teams.
Coaches teams and departments on development of customer-centric processes; collaborates with all disciplines to deliver a broad scope of patient and family centered programs.
Leads and supports site-based Patient & Family Partnership Council (PFPC) in conjunction with site leadership; actively participates in system PFPC with a patient/family Partner.
Selects, develops, manages, and evaluates direct reports; oversees the selection, development, management and evaluation of indirect reports.
Develops and manages budget for area of responsibility.
Performs related duties as required.