Job Schedule: Full Time Standard Hours: 40 Job Shift: Shift 1 Shift Details:
Work where every moment matters.
Every day, almost 30,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network.
Hartford Hospital, one of the largest and most respected teaching hospitals New England, is a Level 1 Trauma Center that provides cutting-edge treatment to its patients. This is made possible by being home to the largest robotic surgery center in the Northeast and the Center for Education, Simulation and Innovation (CESI), one of the most-advanced medical simulation training centers in the world. When hospitals cannot provide the advanced care, expertise and new treatment options their patients require, they turn to us. The Hartford Region includes overseeing Hartford Hospital and inpatient experiences for our institutes within the region.
The Director will be a member of the executive leadership team and will act as the patient experience leader and principle improvement coach for the hospital. The Director will bring their expertise in team member engagement, clinical best practice, service excellence, performance improvement, and will have direct accountability for integrating and partnering with organizational leadership to deploy programs that drive positive patient experiences.
Leads experience efforts for the Hartford Region, developing new and innovative approaches to providing exceptional care, effectively collaborating and influencing resources to positively impact the human experience and achieve sustainable results
Participates in the strategic planning process and the cascading of goals. Ensures vertical and horizontal alignment so that goals are clearly communicated and accountability measures are followed
Develops, coaches and mentors teams of clinical and administrative leaders to improve operational excellence, clinical outcomes and the human experience
Leads, champions, or participates in the development of organization-wide leadership, physician/medical provider, and team member training in collaboration with colleagues in the Office of Experience, Quality and Safety, Human Resources, Nursing, Operational Excellence and other teams
Provides leadership and clear direction to support the successful implementation of the organization’s culture sustainment and culture change initiatives
Provides all leaders with training and mentoring on coaching methodologies and processes to successfully manage team member performance using the HHC Values, culture framework and H3W leadership behaviors. Helps leaders develop a coaching plan that increases team member engagement
Leads or participates in the development and implementation of programs to hardwire best practice models, analyze and redesign workflow/processes within and among units/departments
Engages the Executive Leadership Team and unit/department leaders to support and achieve targeted improvement strategies that drive Human Experience outcomes
Is the healthcare teams’ expert on the voice of the customer and is able to interpret and share data from the CAHPS surveys, service excellence surveys, service recovery surveys, PFACs, focus groups, etc. Will use this data to inspire the team to perform and as a diagnostic tool to determine improvement needs/initiatives
Is a role model for establishing rapport and credibility; maintains relationships with key contacts at all levels of the organization
Is the exemplar for human interactions and is the senior coach and trainer for Hartford HealthCare’s service excellence training initiatives
Ensures collaboration with the Office of Patient and Family Affairs and participates in hardwiring the H3W Service Recovery Model, Process and Toolkit
Master’s Degree is required. Master’s Degree may be substituted with the CPXP credential and six plus years of senior level patient/customer experience leadership or consulting experience ideally within healthcare settings
Five plus years of experience within a healthcare setting. Ten plus years of clinical experience is preferred
CPXP (Certified Patient Experience Professional) licensure required within the first 18 months of employment
Demonstrated interviewing and consulting skills, including the ability to propose action to a client with confidence and to achieve results through influence and persuasion
Demonstrated relationship building skills including engaging, persuading and gaining credibility with senior executives and Physicians within complex healthcare organizations, both over the phone and in person
Proven ability to work collaboratively to ensure adequate resources are available to meet client needs from throughout the organization
Demonstrated organization, facilitation, communication and presentation skills
Prioritize, plan and work independently
Lead by influence through a matrix organization as opposed to line management authority. Build relationships with all levels of staff
High level of integrity and trust
We take great care of careers.
With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.