Job Abstract

Are you looking to take your career to new heights with a leader in healthcare? SUNY Downstate Health Sciences University is one of the nation's leading metropolitan medical centers. As the only academic medical center in Brooklyn, we serve a large population that is among the most diverse in the world. We are also highly-ranked by Castle Connolly Medical, a healthcare rating company for consumers, among the top 5 leading U.S. medical schools for training doctors.

Bargaining Unit:

MC

Job Summary:

The Office of the Chief Executive Officer in the Department of Hospital Administration at SUNY Downstate Health Sciences University is seeking a full-time Assistant Vice President of Patient Experience.

Reporting to the Chief Executive Officer, the Chief Experience Officer (CXO) will create a culture committed to an exemplary experience for patients and staff. Collaboratively, the Chief Experience Officer will work with other key stakeholders to develop a vision and strategy for a transformed healthcare experience. Additionally, the successful candidate will:

• Develop and implement an experience strategy aligned with the vision and strategy of the hospital.
• Assure a strong correlation between satisfaction, engagement, safety, and wellness for patients and staff.
• Advise University Hospital at Downstate (UHD) leadership in the in the identification, assessment and implementation of strategic and operational experience initiatives for patients and staff.
• Establish Key Performance Indicators (KPI's) with metrics to measure and track the effective of the programs put in place.
• Implement and execute interventions and programs designed to support/improve the patient and caregiver experience and the culture.
• Monitor the voice of the patient through HCAPS, VBP patient experience metrics, monthly grievances and concerns, and community engagement. –
• Use the knowledge of the implications of measures for HCAPHs scores, CMS guidelines, and quality indicators to impact the UHD's effectiveness.
• Utilize customer feedback, market research, and data analytics to identify trends, pain points, and areas for Improvement.
• Provide in depth analysis of all patient metrics, patient satisfaction surveys, written and verbal complaints including quantitative data from multiple sources lo all levels of the organization.
• Understand national and regional benchmarks, in addition to coordinating external benchmarking projects and collaborative opportunities with external agencies.
• Be responsible for ensuring quality standards for patients and staff care are expanded throughout the entire organization.
• Champion a culture of customer service throughout the organization, focusing on empathy, understanding and responsiveness.

Required Qualifications:

• Master’s prepared clinician, i.e. RN/MD/DO or healthcare leader with experience in patient and family experience.
• 5 to 10-years of progressive healthcare leadership experience.
• A proven track-record in improving the patient and staff experience as evidence by sustained improvement in HCAPH scores.

Preferred Qualifications:

Work Schedule:

Monday to Friday; 8:00am to 4:00pm (Full-Time)

Salary Grade/Rank:

Salary Range:

Commensurate with experience and qualifications

Executive Order:

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 info@goer.ny.gov.

Equal Employment Opportunity Statement:

SUNY Downstate Health Sciences University is an affirmative action, equal opportunity employer and does not discriminate on the basis of race, color, national origin, religion, creed, age, disability, sex, gender identity or expression, sexual orientation, familial status, pregnancy, predisposing genetic characteristics, military status, domestic violence victim status, criminal conviction, and all other protected classes under federal or state laws.

Women, minorities, veterans, individuals with disabilities and members of underrepresented groups are encouraged to apply.

If you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact Human Resources at ada@downstate.edu