Strategy Improvement Specialist – Patient Experience

In this role, the successful Patient Experience Improvement Specialist will be responsible for ensuring staff is engaged in being a patient-centered organization and fosters 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. The Specialist will work to 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, staff resources, etc. This person will provide innovative ideas and think outside the box for helping improve the Patient Experience.

Job Responsibilities:

1. Serve as a Patient Experience subject matter expert in helping leaders and staff assess needs and opportunities, identify projects/initiatives to help support these opportunities, and assisting with sustainability’
2. Collaborate closely with the Patient Experience Strategy Improvement Lead to research best practices and to develop innovative initiatives and process metrics to help improve Patient Experience outcomes
3. Review and understand HCAHPS and other patient satisfaction results
4. Assists with comment reviews and distribution
5. 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, stakeholders on project progress at regular intervals.
6. Develop and deliver of engagement strategies through concept, research, design, implementation, and data analysis.
7. 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.
8.  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.
9. Design communication and engagement materials consistent with institutional branding and design guidelines, using industry-standard design tools, as needed.
10.  Oversee the PE Community intranet site including developing, upgrading content, managing blog posts, and data collection; co-manage the Patient & Family Engagement Request Form on Sharepoint and analyze communication request trends.
11. Prepare visually attractive, accurate, timely reports, and presentations utilizing appropriate software applications.
12. Collaborates with the Communications team for patient and staff story ideas for the intranet to highlight the patient experience.
13. Help with identifying educational and coaching needs; and supporting units/departments with identified educational/coaching needs.
14. Participates in reward and recognition based on results
15. Effectively communicates and develops a professional level of cooperation across the organization
16. Aids in the development and achievement of department goals and objectives that are consistent with NYULH’s mission and vision.
17. Demonstrates knowledge of the organization’s Service Standards and incorporates them into the performance of duties.
18. Performs other duties as assigned.

Minimum Qualifications:
To qualify you must have a Bachelor’s degree is required. Minimum of 3 years of experience in a healthcare setting. Knowledge of healthcare and customer service settings. Knowledge of HCAHPS and most possess analytical skills. Proficient writer and knowledge of health literacy. Knowledge of and experience with methods that engage users. Excellent verbal, written, interpersonal, client centered and relationship building skills. Understanding of health literacy principles. Strong design knowledge and experience with InDesign, Photoshop and Illustrator. Basic knowledge of HTML coding. Data visualization and/or experience with infographics preferred, but not required. Computer proficiency in Microsoft Windows, Microsoft Office, Internet, and database programs. Attention to detail, a high level of accuracy and pride in producing quality work.

Preferred Qualifications:
Masters degree is preferred.

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $77,258.68 – $106,932.80 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

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