Director, Patient & Customer Experience

Job Description

Directs, plans, implements and evaluates the development and sustainment of patient, family and customer experience programs and initiatives. Collaborates with leadership team(s) to create the local patient and customer experience strategy utilizing core concepts of Patient Experience.

Job Responsibility

• Leads and role models organizational values and the Northwell Culture of C.A.R.E.
• Maintains strong communication with patients, families, leaders, and team.
• Collaborates with leadership team(s) to create the site-based patient and customer experience strategy utilizing core concepts of Patient Experience (ie Leadership, Advocacy, Measurement and Experience Design).
• Leads development and execution of short term strategy.
• Aligns and collaborates with the system Office of Patient & Customer Experience to design and deliver patient and family centered care; participates in system Patient & Customer Experience collaboratives and shared work teams.
• Directs and develops a Patient & Customer Experience team to successfully implement Patient & Customer Experience strategic plan at their local site.
• Directs, assesses, plans, directs, implements and evaluates the development and sustainment of patient, family and customer experience programs and initiatives.
• Engages, mentors and educates leaders and teams in upholding organizational values and behaviors aligned with the Northwell Health Culture of C.A.R.E.
• Demonstrates strong interpersonal, presentation and written skills.
• Demonstrates strong understanding of patient experience metrics, goals and performance measures to guide and implement performance improvement efforts; prepares, disseminates and presents outcome metrics to leadership and site teams.
• Coaches teams and departments on development of customer-centric processes; collaborates with all disciplines to deliver a broad scope of patient and family centered programs.
• Leads and supports site-based Patient & Family Partnership Council (PFPC) in conjunction with site leadership; actively participates in system PFPC with a patient/family Partner.
• Selects, develops, manages, and evaluates direct reports; oversees the selection, development, management and evaluation of indirect reports.
• Develops and manages budget for area of responsibility.
• Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.
• Oversees Volunteer Experience strategically.

Job Qualification

• Bachelor's Degree required, or equivalent combination of education and related experience.
• Master's Degree, preferred.
• Certified Patient Experience Professional (CPXP), preferred.
• 8-12 years of relevant experience in Patient and Customer Experience and 7+ years of leadership / management experience, required.

*Additional Salary Detail
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).