OR Director

NYU LANGONE HEALTH is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education.

It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center.

Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history.

The following information provides an overview of the skills, qualities, and qualifications needed for this role.

POSITION SUMMARY : We have an exciting opportunity to join our team as a Patient Experience Engagement Specialist. In this role, the successful candidate will be responsible for ensuring staff is engaged in being a patient-centered organization and fostering a culture through patient, family, and staff engagement.

This person will support the NYULH vision and commitment to transform the patient and family experience and will collaborate with teams to drive the engagement of patients in key areas along their journey in the hospital or as an outpatient.

An integral part of the Patient & Family Engagement team, the Engagement Specialist, Patient Experience, will understand the unique needs and perspectives of patients, families, and staff to effectively create and manage materials to increase patient and / or staff engagement including, but not limited to, patient scripts, non-clinical patient education materials, and staff resources.

This person will provide innovative ideas and think outside the box for helping improve the Patient Experience.

JOB RESPONSIBILITIES :

• Serve as a Patient Experience subject matter expert in helping leaders and staff assess needs and opportunities, identify projects / initiatives to support these opportunities, and assist with sustainability.
• Review and understand HCAHPS and other patient satisfaction results.
• Assist with comment reviews and distribution.
• Serve as project lead in the development, writing, reviewing, and production of communication materials, ensuring key milestones and deliverables are achieved within set timelines;

brief PE leaders, committees, and stakeholders on project progress at regular intervals.

• Develop and deliver engagement strategies through concept, research, design, implementation, and data analysis.
• Cultivate relationships and collaborate with departments across the hospital (Nursing, MCIT, Communications, Printing / Design, etc.

to assess needs and effectively produce health-literate communication materials.

• Engage cross-functional teams to understand and maintain a strong customer focus and commitment to patient needs and experience in information delivery and consumption to improve patient satisfaction.
• Design communication and engagement materials consistent with institutional branding and design guidelines, using industry-standard design tools, as needed.
• Oversee the PE Community intranet site including developing and upgrading content, managing blog posts, and data collection;

co-manage the Patient & Family Engagement Request Form on Sharepoint and analyze communication request trends.

• Prepare visually attractive, accurate, timely reports, and presentations utilizing appropriate software applications.
• Collaborate with the Communications team for patient and staff story ideas for the intranet to highlight the patient experience.
• Participate in reward and recognition based on results.
• Seek out learning opportunities and stay informed of business strategies, new technologies, and communication trends.
• Effectively communicate and develop a professional level of cooperation across the organization.
• Aid in the development and achievement of department goals and objectives that are consistent with NYULH’s mission and vision.
• Demonstrate knowledge of the organization’s Service Standards and incorporate them into the performance of duties.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS : To qualify, you must have a Bachelor's degree. Minimum of 3 years of experience in a healthcare setting is required.

A Master's degree is preferred. Knowledge of healthcare and customer service settings is necessary, along with knowledge of HCAHPS and analytical skills.

Proficient writing skills and knowledge of health literacy are required. Excellent verbal, written, interpersonal, client-centered, and relationship-building skills are essential.

Understanding of health literacy principles, strong design knowledge, and experience with InDesign, Photoshop, and Illustrator are also necessary.

Basic knowledge of HTML coding, computer proficiency in Microsoft Windows, Microsoft Office, Internet, and database programs are required.

Attention to detail, a high level of accuracy, and pride in producing quality work are crucial.

PREFERRED QUALIFICATIONS : Master's Degree. Prior experience in a communication environment, healthcare, and / or customer service settings.

Experience in healthcare communications. Knowledge of information theory and user experience.

Qualified candidates must be able to effectively communicate with all levels of the organization. NYU Langone Health provides its staff with far more than just a place to work.

Rather, we are an institution you can be proud of, where you'll feel good about devoting your time and talents. NYU Langone Health 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.

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