Senior Director, Care Experience

City of New York•New York, NY

About The Position

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. 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. The Senior Director is a pivotal leadership role responsible for the strategic development and implementation of patient experience & employee engagement initiatives at NYC Health + Hospitals, the largest & most comprehensive municipal, integrated delivery healthcare system in the U.S. This role requires advanced expertise in data analytics, organizational culture transformation, change management, & stakeholder engagement to deliver innovative, measurable improvements in both patient & employee experiences.

Requirements

Masters in Industrial/organizational psychology or related field required
One (1) year of experience working in organizational development/management, which includes 6 months' experience with Tableau and MicroStrategy required
Extended DISC certification required

Responsibilities

Spearhead the creation & execution of system-wide strategies aimed at significantly enhancing patient & strategic objectives.
Oversee initiatives across inpatient, outpatient, emergency & urgent, ambulatory surgery, behavioral health, home health & post-acute care services to optimize patient satisfaction & workforce engagement.
Cultivate & maintain relationships with health plan partners (e.g., MetroPlus, Healthfirst) to integrate patient & health plan member feedback, ensuring the design of proactive & responsive initiatives that elevate the overall community member experience.
Employ advanced data analytics to monitor, evaluate, & optimize patient & employee experience metrics, identifying key areas for improvement & implementing evidence-based solutions.
Lead targeted quality improvement efforts across the organization, utilizing industry-recognized frameworks such as Plan-Do-Study-Act (PDSA) cycles to drive sustainable enhancements in both patient & employee outcomes.
Provide strategic guidance, coaching, & facilitation for cross-functional teams, fostering a collaborative, high-performance culture that aligns with organizational priorities & supports continuous improvement in patient & employee experiences.
Establish clear benchmarks & targets for patient & employee experience initiatives, holding stakeholders at all levels accountable through continuous monitoring, actionable feedback, & data-driven decision-making.
Address disparities in patient & employee experience metrics by collaborating with subject matter experts to co-design equitable solutions that close gaps in care & workforce engagement across the system.
Oversee the implementation & operationalization of patient & employee experience measurement systems, ensuring consistency in data collection, analysis, & reporting across the system to inform executive decision-making.
Direct the collaboration with external vendor partners such as Press Ganey & Planetree to ensure the acquisition of best practice resources, benchmarking, and continuous support for advancing care.
Lead & facilitate Care Experience councils, committees, & cross-departmental workgroups to advise on & establish best practices for system-wide care experience initiatives, ensuring consistency & alignment with overall healthcare delivery goals.
Design, implement, & evaluate capacity-building programs to increase employee engagement, ensuring that initiatives are aligned with organizational values & reflect the needs of a diverse workforce.
Guide the successful certification & re-certification efforts for person-centered care across the multiple locations within the system, ensuring compliance with national standards & industry best practices while achieving long-term sustainability.
Serve as a subject matter expert on emerging patient & employee engagement trends, leading the development of innovation solutions that position the organization as a thought leader in the field of healthcare experience.
Drive the integration of person-care & employee engagement principles into the organization's cultural transformation efforts, working with senior leadership & cross-functional teams to ensure these principles are embedded across all service lines.
Monitor & oversee the preparation of system-wide patient & employee experience data for regulatory & public reporting (e.g., Leapfrog Safety Grade assessments, CMS Star Rating & Care Compare programs, New York City Mayor's Management Report), ensuring compliance with all requirements & promoting transparency.
Represent the health system's patient & employee experience initiatives at-wide & global industry conferences & through scholarly publications, showcasing the organization's innovations & successes in enhancing the human experience in healthcare.
Perform other additional duties as indicated by health system leadership.

Benefits

Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
Retirement Savings and Pension Plans
Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
Loan Forgiveness Programs for eligible employees
College tuition discounts and professional development opportunities
College Savings Program
Union Benefits for eligible titles
Multiple employee discounts programs
Commuter Benefits Programs

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume