Under general supervision, plans, directs and coordinates the activities of the Patient Experience Department and related consultants. Designs programming to improve the patient experience for patients and families including improved communication techniques. Orchestrates patient and family centered activities. Interprets and analyzes patient satisfaction data for the dissemination to the organization. Plans large-scale patient satisfaction and engagement education events. Develops and is involved in patient and family centered care initiatives. Participates as a member of the executive staff team in planning and budgeting activities.
Duties of the Chief Patient Experience Officer may include the following but are not limited to:
This position participates in goal setting and policy development for department level, entity and regional patient satisfaction.
Develop and implement appropriate strategies to improve patient satisfaction, health services delivery and employee engagement.
Assist leadership in the development of action plans based on report data and responsible for monitoring the results of the plan. Lead teams in developing attainable goals based on data analysis to be used in formulation of action plans.
Recognizes positive behavior contributions to the organization using praise, appreciation and rewards.
Respond to and manage patient and family complaints, concerns and suggestions for improvement while adhering to CMS guidelines for complaint resolution. Interact with various departments to address complaints that are submitted from various sources including, but not limited to, our patient survey company, correspondence to executive staff, website portal and social media platforms. Track all complaints/grievances and disseminate this data system wide for process improvement.
Work with third-party patient satisfaction survey company to conduct surveys in the inpatient and outpatient environments and ensure a smooth flow of data feedback to system users. Employee data analytics to track trends and develop interventions based on data analysis. Ensure access of data to all users.
Manage employee customer service recognition programs as well as the hospital's service recovery program.
Chair the Patient and Family Experience Council which is comprised of service line leaders, executive staff and patients. Manage the Grievance Committee in collaboration with Regulatory Affairs and in consultation with Risk Management and Quality.
Promotes positive interpersonal relationship with fellow employees, physicians, patients and visitors. Treats these individuals with courtesy, dignity, empathy and respect; consistent Lee displays courteous and respectful verbal and nonverbal communications.
Adheres to, complies with and demonstrate support for the mission and values of Stony Medicine.
Sets clear expectations for staff by developing job specific customer service expectations and behaviors for each position supervised; clearly communicates expectations to each employee and establishes the expectations as job requirements and performance appraisal components; delegates responsibility/authority whenever possible.
Conducts all performance evaluations on time, working with each employee at least annually to set specific behavioral goals.
Identifies training and staff development needs of employees and ensures appropriate training provided.
Initiates formal/informal activities with employees to develop departmental cohesion and collegiality.
Actively identifies problems and opportunities for improvement; identifies appropriate solution involves others in the implementation process.
Adheres to Stony Brook Medicine and departmental attendance guidelines.
A minimum of five (5) years customer service operational experience in a hospital or healthcare setting. Proven experience with patient satisfaction data in the development of organizational initiatives to improve patient and family experiences and satisfaction. Proven experience achieving goals.
Prior experience in a highly unionized, public sector Healthcare setting.
Special Notes:Stony Brook Medicine is a smoke free environment. Smoking is strictly prohibited anywhere on campus, including parking lots and outdoor areas on the premises.
All Hospital positions are subject to changes in pass days and shifts as necessary. This position may require the wearing of respiratory protection, which may prohibit the wearing of facial hair.
The selected candidate must successfully clear a background investigation. Prior to start date, the selected candidate must meet the following requirements: Successfully complete pre-employment physical examination and obtain medical clearance from Stony Brook Medicine's Employee Health Services (The hiring department will be responsible for any fee incurred for examination), submit (3) written references, and provide a copy of any required New York State license(s)/certificate(s). Please be advised that failure to comply with any of the above requirements could result in a delayed start date and/or revocation of the employment offer.
The best ideas in medicine start with the best people. At Stony Brook Medicine, our highest calling is to put the power of ideas to work in our patients' lives. Stony Brook Medicine integrates and elevates all of our health-related initiatives: education, research and patient care. Stony Brook Medicine is Long Island's premier academic medical center. With 603 beds, we serve as the region's only tertiary care center and Level 1 Trauma Center, and are home to the Stony Brook Heart Institute, Stony Brook Cancer Center, Stony Brook Children's Hospital, Stony Brook Neurosciences Institute, and Stony Brook Digestive Disorders Institute. We also encompass Suffolk County's only Level 4 Regional Perinatal Center, state-designated AIDS Center, state-designated Comprehensive Psychiatric Emergency Program, state-designated Burn Center, the Christopher Pendergast ALS Center of Excellence, and Kidney Transplant Center. It is home of the nation's first Pediatric Multiple Sclerosis Center.
Stony Brook University is an Affirmative Action/Equal Opportunity employer. We are committed to the creation of a diverse and inclusive campus climate. We encourage protected veterans, individuals with disabilities, women and minorities to apply.
This function/position has been designated as “essential.” This means that when the Hospital is faced with an institutional emergency, employees in such positions may be required to remain at their work location or to report to work to protect, recover, and continue operations at Stony Brook Medicine, Stony Brook University Hospital and related facilities.
Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at email@example.com.
IF YOU NEED A DISABILITY-RELATED ACCOMMODATION, PLEASE CALL THE UNIVERSITY HUMAN RESOURCE SERVICES DEPARTMENT AT (631) 632-6161 OR THE UNIVERSITY HOSPITAL HUMAN RESOURCES DEPARTMENT AT (631) 444-4700. IN ACCORDANCE WITH THE TITLE II CRIME AWARENESS AND SECURITY ACT, A COPY OF OUR CRIME STATISTICS IS AVAILABLE UPON REQUEST BY CALLING (631) 632-6350. IT CAN ALSO BE VIEWED ON-LINE AT THE UNIVERSITY POLICE WEBSITE AThttp://www.stonybrook.edu/police
Official Job Title: Assistant Vice President for Hospital Affairs
Job Field: Administrative & Professional (non-Clinical)
Primary Location: US-NY-Stony Brook
Department/Hiring Area: Executive Administration-Stony Brook University Hospital
Schedule: Full-time Day Shift 8:30-5:00 Pass Days: Sat, Sun