Chief Experience Officer – Office of Patient Experience
The Chief Experience Officer leads the efforts in driving and improving our culture of patient and family centered care and service excellence through education, training, and coaching for all Upstate Medical University staff. The incumbent will work directly with executive and operational teams to assess and communicate performance and to create change at all levels within the organization. The Chief Experience Officer reports directly to the Chief Quality Officer of SUNY Upstate Medical University and will manage several direct reports in varying capacities. The Chief Experience Officer is directly accountable for improving patient, family, and staff experience across the system. Will work directly with executive and operational teams to assess and communicate service performance, and will craft a plan that will lead to improvement at all levels within the system. The Chief Experience Officer will lead & facilitate meetings across the enterprise and across diverse audiences. The incumbent will analyze data and interpret information in order to lead the service improvement effort and to create the credibility needed for interaction with hospital leaders and faculty. Will articulate challenges and be proactive and aggressive in thinking about new ways to do things and create enthusiasm for new initiatives. The Chief Experience Officer will serve as an executive champion for our Magnet Journey, Employee Orientation Program, Patient and Family Advisor Council, Care for the Caregiver, Communication and Optimal Resolution (CANDOR) program, PARS & CORS, Team STEPPS, Safety Culture, Quality and Safety Council, and our Transparency Journey.
If you are interested in making a positive difference please consider applying to our current opportunity at www.upstate.edu/jobs, Job #053310. Master's degree in health care administration or related field required. Minimum of five years relevant professional experience with progressive levels of responsibility required. A documented track record of implementing and accomplishing customer service improvements in a large academic complex health care organization or system preferred. A proven track record of results and effectively working with process management preferred. Must be able to elicit commitment from stakeholders and team members and to communicate effectively verbally and in writing, with all levels. Advanced knowledge of: various HCAHPS, patient satisfaction survey tools, the field of consumer research, and complaint and grievance management preferred.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or disability.
To improve the patient experience by providing health care providers; patients and their families; and others with information, education, networking opportunities, and related resources focused on best practices.