Senior Director, Patient & Customer Experience

Northwell Health•New York, NY

About The Position

Description Job Description Directs, plans, implements and evaluates the development and sustainment of patient and customer experience programs and initiatives. Inspires, collaborates and influences leadership team(s) to create the local patient and customer experience strategy utilizing core concepts of Patient Experience. Job Responsibility Leads and role models organizational values and the Northwell Culture of C.A.R.E.; engages, mentors and educates leaders and teams. Maintains strong communication with patients, families, leaders and teams. Demonstrates exceptional leadership skills and accountability to drive cultural transformation at all levels within the organization. Leads development and execution of short term to mid range strategy. 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). Directs and develops a Patient & Customer Experience team to successfully implement Patient & Customer Experience strategic plan at their local site. Leads and directs other assigned departments and aligns strategies to meet and enhance operational goals and outcomes. 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, assesses, plans, implements and evaluates the development and sustainment of patient and customer experience programs and initiatives. Inspires, challenges and leads patient and family centered culture and care delivery processes; demonstrates strong written and presentation skills. Demonstrates comprehensive understanding of patient experience metrics, goals and performance measures to direct and implement performance improvement efforts; analyzes, interprets and presents outcome metrics to leadership 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 participats 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.

Nice To Haves

Master's degree preferred.

Responsibilities

Directs, plans, implements and evaluates the development and sustainment of patient and customer experience programs and initiatives.
Inspires, collaborates and influences leadership team(s) to create the local patient and customer experience strategy utilizing core concepts of Patient Experience.
Leads and role models organizational values and the Northwell Culture of C.A.R.E.; engages, mentors and educates leaders and teams.
Maintains strong communication with patients, families, leaders and teams.
Demonstrates exceptional leadership skills and accountability to drive cultural transformation at all levels within the organization.
Leads development and execution of short term to mid range strategy.
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).
Directs and develops a Patient & Customer Experience team to successfully implement Patient & Customer Experience strategic plan at their local site.
Leads and directs other assigned departments and aligns strategies to meet and enhance operational goals and outcomes.
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.
Inspires, challenges and leads patient and family centered culture and care delivery processes; demonstrates strong written and presentation skills.
Demonstrates comprehensive understanding of patient experience metrics, goals and performance measures to direct and implement performance improvement efforts; analyzes, interprets and presents outcome metrics to leadership 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 participats 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.