Director Patient Experience & Culture

Long Island Community Hospital has served this richly diverse region as a patient-first community hospital for more than 60 years. As Long Island's only independent community hospital, we are 100% committed to becoming the community's healthcare provider of choice with our greatly enhanced services including the Knapp Cardiac Care Center, our highly-advanced heart disease diagnosis and treatment facility, our new modern surgical pavilion, our unique ER approach, and our high-touch services including women's imaging, sleep laboratory and orthopedics and more. These services are delivered with the highest level of compassion by our LI Community Hospital staff - Long Islanders with an unmistakable mix of courage and heart who care about the people right here in our community and whose sole purpose is to provide personalized comfort. For more information, go to licommunityhospital.org, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube and Instagram.

Position Summary:
We have an exciting opportunity to join our team as a Director Patient Exp & Culture.
In this role, the successful candidate is responsible for the overall creation, implementation and sustainment of initiatives to improve the patient experience for the Long Island Community Hospital. Oversees patient engagement and patient experience operations, guest relations, translation services, chaplaincy, volunteers, and the Patient Family Advisory Committee. Oversees the management of patient satisfaction surveys, analysis of the results, and timely report generation to the leaders at the main campus. S/he will also assist senior leadership and individual department management to identify themes and develop action plans resulting from patient experience survey and feedback data. Additionally, candidate must be thoroughly knowledgeable of the implications of measures for Press Ganey and HCAHPs scores and for CMS guidelines regarding recording patient satisfaction scores among Quality data which will impact the organizations overall effectiveness and bottom line.

Job Responsibilities:

• Creates and implements regular and meaningful ways for patients and families to be involved and to evaluate improvements through the eyes and voices of the patient.
• Understands HCAHPs and CMS data and the implications of the data for changes necessary to achieve the optimal patient and family experience.
• Provides oversight of the regulatory requirements and compliance associated with patient experience. Works collaboratively with the leaders of patient experience at Long Island Community Hospital.
• Works closely with senior and clinical leadership and human resources in order to influence the behavior of all faculty, staff and students who come in contact with patients and families.
• Demonstrates the organization's Core Values and incorporates them into the performance of all responsibilities and serves as a role model for all individuals who interact with patients and families.
• Collaborates with physicians, nurse leaders, department heads and managers to integrate new patient centered programs and initiatives into the organization.
• Establishes policies and protocols for all team members within the hospital in order to enhancing the patient experience.
• Regularly and continuously communicates the opportunities for innovative approaches to influence the patient satisfaction data and the implications for everyone’s efforts to improve the patient experience.
• Collaborates in the overall development, planning and implementation of strategy, goals and objectives regarding patient centered care.
• Ensures the effective operation of the department, including policy and procedure development, budgetary performance, quality improvement, regulatory compliance, program planning and measurement, performance management of staff, and reporting and documentation.
• Aligns, coordinates, and designs programs, policies, education and other staff development initiatives to ultimately improve the patient experience and promote patient and family centeredness.
• Works closely with the Organizational Development and Learning Department to lead and create work plans that include training and development activities for faculty and staff at all levels of the organization.
• Clearly understands the patient satisfaction data: analyzing and determining currently missed opportunities at the granular level in functional units that will then become targets for process improvement.
• Utilizes innovative approaches to be an integral force in leading transformational change.
• Tracks progress as well as areas for continuous improvement and proactively providing feedback to all constituents.
• Understands and promotes programs to support and educate employees on developing strong cultural competency skills.
• Communicates how these values are associated with a clear definition of the optimal Patient Experience, including the behavioral changes necessary to achieve cultural transformation throughout the hospital

Qualified candidates must be able to effectively communicate with all levels of the organization.
Long Island Community Hospital provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.

Minimum Qualifications:

Masters degree in health care administration, nursing, social work, patient advocacy, etc. and a minimum of five years of progressive leadership experience in patient satisfaction and/or hospitality experience; physician leader in patient experience with a proven track record in patient experience innovation may also qualify. Leadership experience in a hospital setting is required; experience in a busy urban or quasi-urban environment highly desirable. Patient centered care visionary who is also a strong facilitator, implementer, and negotiator. Proven track record of using energy, creativity, independence, great ideas, willingness and desire to try new approaches to improve customer service, brings fresh perspectives, an open mind and encourages innovation at all levels of the organization. Demonstrated success in service recovery initiatives. Thorough understanding of HCAHPs, CMS, and patient satisfaction data and the implications of the data with the ability to identify themes and to clearly communicate the data and passionately engage staff in designing solutions to sub-optimal data points. Thoughtful and analytical while also being outgoing, engaging and motivating. Undeterred by challenges and barriers to change as well as persistent and undaunted by resistance
Collaborative, transparent, approachable and passionate about the goal at hand. Must be results-oriented with the ability to not only set goals but also design, implement and monitor plans for improvement. Proven ability to bring projects to successful completion with sustainability. Engages with outstanding interpersonal skills and a polished, professional presence, ideal for the ambassador of the main campus hospital. Demonstrates political and organizational savvy; understands when to seek counsel and to involve others. Outstanding leadership and interpersonal/relationship skills, with the drive and initiative required to implement change at the strategic and operational levels. Exceptional ability to effectively communicate at all levels of an organization. Must be able to develop strong relationships at all levels with internal colleagues and external parties. Collaborates with a highly successful management team, but must also be able to take the lead in decision-making relative to employee and labor relations. Possesses strong ability to learn the practicalities and nuances of the various cultures within research, clinical, education missions that have a historical origin and yet these cultures are evolving.

Long Island Community Hospital is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
If you wish to view Long Island Community Hospital's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.

Required Skills
Required Experience