About NYC Health + Hospitals :
Empower Every New Yorker Without Exception to Live the Healthiest Life Possible
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, without exception, to live the healthiest life possible.
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.
Job Description :
SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES :
The Service Excellence Program Manager role will serve as an entity-level lead for the ICARE with Kindness initiative, a culture strengthening effort to enhance the organization’s overall image and reputation through the adoption of NYC Health + Hospitals’ service excellence standards.
An incumbent in this position will support end-to-end program design, deployment, and evaluation. The incumbent’s primary responsibilities are included and not limited to the below.
QUALIFICATIONS FOR THE JOB :
Training
- Oversee all training deployment activities
- Serve as primary training facilitator
- Build training capacity through recruitment of champion trainers
- Manage training scheduling and attendance reporting system
- Promote pledge signing through training and staff engagement events to increase and maintain compliance with ICARE with Kindness initiative
- Success measures : Training compliance goal 100%; Pledge signing goal 100%
Quality Assurance
- Oversee all quality assurance activities post-training
- Conduct secret shopper audits for all unionized and non-unionized staff at all organizational levels
- Train all secret shoppers, managers and supervisors on quality assurance standard work and practices
- Ensure integrity of data collected
- Develop and share reports for key-stakeholders
- Success measures : Audit tool compliance 100% score per completed secret shop
Community Guidelines / Real-Time Service Recovery
- Partner with Care Experience, Human Resources, and Patient / Guest Relations stakeholders to de-escalate staff and patient complaints and grievances, and perform real-time service recovery as needed
- Facilitate care coordination and appointment access for patients / members in response to relevant service recovery requests
- Support social media rating and review management at the entity-level
- Success measures : Reduction in count of complaints and grievances around the themes of staff communication, attitudes and behaviors;
Increase the number of positive comments through all patient and staff feedback channels
Health Plan Liaising / Continuous Improvement
- Partner with health plan stakeholders to identify key areas of improvement from Member CAHPS survey results
- Curate and implement improvement projects aimed at enhancing the patient / member experience
- Monitor and report on pledge signing compliance, as well as other relevant patient and member experience measures periodically to health plan
- Success measures : Increase in patient experience survey scores across service lines and care settings; Increase in member experience survey scores, as provided by health plans;
Any additional success measures identified by health plans
Minimum Qualifications :
Educational and / or experience requirements will vary requiring diverse kinds and levels depending on the content, complexity and variety of project.
Compensation levels will correspond to the requirements developed for the designated project.
In no event will the acceptable minimum be below :
1. A Baccalaureate Degree from an accredited college or university in a specialization discipline consistent with project content; and,
2. Four years of substitutable and relevant health care experience related to the objectives of the project; or,
3. A satisfactory equivalent combination of experience, training and education.
Department Preferences
- Master’s degree in Hospitality, Healthcare or a related field with 3 years of experience or Bachelor’s degree with 5 years of experience
- Foundational knowledge of healthcare operations; understanding of HIPAA and other regulations designed to protect patient rights and confidentiality
- Prior background in the hospitality or related industry (hotels, travel, and tourism) exemplifying leading and best practices in customer service
- Experience with facilitating training programs and interventions focused on service excellence
- Proficient in Microsoft Office and Adobe suites of programs and applications
- Motivated self-starter with strong leadership, change management, planning, organizational and project management skills
- Excellent verbal, written, and facilitation skills to communicate with stakeholders at all organizational levels
- Ability to act as a change agent supporting organizational culture change and transformation
- Adept understanding of business principles, operations and process improvement strategy
- Strong interpersonal skills and ability to manage a multitude of activities in a fast-paced environment
NYC Health and Hospitals offers a competitive benefits package that includes :
- Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
- Retirement Savings and Pension Plans
- Loan Forgiveness Programs for eligible employees
- Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
- College tuition discounts and professional development opportunities
- Multiple employee discounts programs
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