Associate Director of Operations, Quality and Safety - ...

Empower Every New Yorker - Without Exception - to Live the Healthiest Life PossibleNYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute carelong-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.Job DescriptionSUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES:This role will support the department in planning and deploying system-wide initiatives, enhancing the workforce member experience, through a special focus on employee engagement. The scope of this role spans across all care settings including, inpatient, post-acute, ambulatory care, home health, behavioral health and emergency department, urgent care, care management, and any additional services that are or can be provided by the health system. An incumbent in this position must be experienced in project management, organizational skills, data reporting and analysis, visual storytelling and relationship management.GENERAL TASKS AND RESPONSIBILITES WILL INCLUDE:Develop and implement a comprehensive employee engagement strategy with the ultimate aim of enhancing the health system's image and reputation as the employer of choice, and employee retention.Build relationship with health plan partners to convert member experience insights into proactive and responsive initiatives that enhance person-centeredness for the health system (e.g., MetroPlus, Healthfirst, etc.).Offer targeted support to the Gotham Health, Post-Acute Care, and Community Care service lines to strengthen and grow employee engagement capacity and programming from within.Create as well as participate in pertinent community member forums to meaningfully inform health system support for employee experience strategy [e.g. Council of Community Advisory Boards, Patient-Family Advisory Committees, Auxiliary Boards, etc.Serve as the primary point of contact and subject matter resource supporting the health system rollout of all employee engagement measurement approaches [e.g. biennial Employee Feedback Survey, biennial Employee Feedback Pulse Survey, ad hoc Crowdsourcing campaigns and challenges, etc.].Lead efforts to increase employee engagement scores using enterprise-wide, discipline- and department-focused improvement approaches across all care settings and service grain quality improvement methodology in employee engagement programs, projects and initiatives to increase employee engagement metric performance through the utilization of Plan-Do-Study-Act [PDSA] cycles and other small-scale tests of change for long-term sustainment, spreading and scaling of best practices and standard workflows [e.g. employee engagement action planning strategy].Accelerate improvement work at all levels and layers of the organization by applying a consultative approach to teams and facilitating thematic workshops, action-oriented retreats, focus groups, etc. to cultivate team-level alignment, cohesion, and collaboration toward enhancing the employee experience.Collaborate with all organizational levels from executive to front-line workforce members to curate employee engagement initiatives, foster cross-departmental integration, and establish overall alignment to the five strategic pillars [Access to Care, Care Experience, Culture of Safety, Financial Sustainability, Quality and Outcomes].Analyze employee engagement data to identify opportunities for targeted improvement efforts, address them through design and execution of action plans, assessment of impact, and establishment of best practices and standard work where possible.Set and distribute benchmarks and targets for employee engagement outcomes on a regular basis, and ensure consistent accountability toward goal achievement through the establishment of meaningful action plans and monitoring of outcomes.Examine all employee engagement measures and metrics for the presence of inequities and disparities, and co-design solutions and corrective actions to close such gaps by collaborating with pertinent subject matter experts.Monitor and distribute system-wide employee engagement metrics to propel data-informed decisions, partnering with Care Experience teams and other key stakeholders across the health system.Manage relationships with external vendors, ensuring continuous contractual support, benchmarking, and access to resources that drive employee experience improvements [e.g. Press Ganey, Planetree].Monitor employee engagement data, prepare presentations and summaries to support compliance to public and regulatory required reporting to various governance forums and external agencies [e.g. Quality Assurance and Performance Improvement Committee, Strategic Planning Committee, Mayor's Management Report, Leapfrog, CMS, etc.].Serve as internal subject matter expert on opportunities to showcase and highlight the health system surrounding employee experience best practices as well as thought and practice leadership.Partner with Human Resources, Patient Safety, and Workforce Wellness teams across the health system to share employee engagement survey results, design and execute action planning approaches, and ultimately, enhance employee experience strategy and programming by fostering multidisciplinary collaboration.Collaborate with other health system teams that support the success of employee engagement strategy and operations [e.g., Data and Analytics, Enterprise Information Technology Services, Diversity and Inclusion, Language Services, Human Resources, Quality Management, Performance Improvement, Communications and Marketing, Patient Centered Care, Medical and Professional Affairs, etc.].Manage business planning efforts by ensuring the selection of and support for appropriate personnel, overseeing budget management, and ensuring adherence to established milestones and performance metrics, including outcome, process, and balancing measures [e.g., Planetree Person-Centered Care business plan].Apply change management principles to enable adoption of organizational values and person-centered care philosophy by leveraging input from senior leadership and management, multidisciplinary workgroup structures, dedicated person-centered care personnel, as well as additional workforce members [e.g. person-centered care cultural strengthening].Establish a sustainment plan for person-centered care best practices to support post-certification continuity and recertification readiness for person-centered care-designated pilot locations in the health system.Create a homegrown strategy to support the onboarding of new locations on the person-centered care certification journey including and not limited to formal launch activity, capacity building, current state assessment, ongoing evaluation, and overall application and certification readiness.Identify opportunities and make recommendations to integrate and spread person-centered care philosophy and principles into existing strategy, programs, and practices for the health system.Lead the design, facilitation, and evaluation of employee engagement programs and initiatives, by utilizing improvement methodology, and recommending best practice implementation.Envision and deploy a comprehensive, multidisciplinary, and multilevel employee engagement and person-centered care learning and capacity building effort to enhance organizational awareness, competency, and impetus to improve outcomes [e.g., Care Experience Academy].Design learning aids, tools and best practice implementation resources to build Chief and Care Experience Officer and Care Experience team member competency in employee engagement strategy, programming, and measurement, for teams across all care settings and service lines.Represent the workforce member's perspective and experience in various organizational forums to promote co-designed partnerships and inclusive, consensus-based decision-making [e.g. Professionalism, and other relevant workgroups and steering committees].Seek opportunities to strengthen the Human Experience premise and invest in its business case through innovative project and analytics partnerships across the Human Experience continuum [Workforce Wellness, Employee Engagement, and Patient Experience].Co-facilitate Care Experience Council meetings in collaboration with Care Experience team members, to uphold organizational governance and strategic direction for employee engagement and patient experience.Collaborate with the Care Experience team to organize and honor Care Experience Week annually, including event planning, securing continuing education credits, and supporting overall success.Cross-train and cross-collaborate with Patient Experience team members to provide appropriate coverage for colleagues as necessary.Maintain an understanding of industry leading practices to propose novel care experience solutions to support organizational needs.Develop proposals for conference presentation and research publication opportunities to showcase employee engagement and person-centered care accomplishments, successes, and best practices for the health system.Perform ad hoc departmental tasks and duties as needed.Minimum QualificationsA Master's degree from an accredited college or university in Business Administration, Engineering or Social Sciences, Health Care Specialization, Physical Sciences or related discipline and four (4) years of progressively responsible administrative, managerial andor consultative experience and background; orA Baccalaureate degree from an accredited college or university in disciplines, as listed in "1" above, and five (5) years of progressively responsible administrative, managerial and consultative experience and background; orA satisfactory equivalent combination of training, education andor experience. However, all candidates must have a minimum of a Baccalaureate degree in disciplines, as listed in "1" above.Department PreferencesFoundational knowledge of healthcare operations; understanding of HIPAA and other regulations designed to protect patient rights and confidentiality Proficient in Microsoft Office and Adobe suites of programs and applications, and other pertinent technological toolsAbility to facilitate training and educational experiences for all organizational audiences Ability to be well-organized, detail-oriented, highly analytical and independence with problem-solvingDemonstrated ability to work on multiple projects simultaneously and prioritize work to meet adapting deadlinesMotivated self-starter with strong leadership, change management, planning, organizational and project management skillsExcellent verbal, written, and facilitation skills to communicate with stakeholders at all organizational levelsAbility to act as a change agent supporting organizational culture change and transformationAdept understanding of business principles, operations and process improvement strategyStrong interpersonal skills and ability to manage a multitude of activities in a fast-paced environmentIf you wish to apply for this position, please apply online by clicking the "Apply for Job" button.If applying online, please include your cover letter in the same file attachment with your uploaded resume.NYC Health and Hospitals offers a competitive benefits package that includes:Comprehensive Health Benefits for employees hired to work 20+ hrs. per weekRetirement Savings and Pension PlansLoan Forgiveness Programs for eligible employeesPaid Holidays and Vacation in accordance with employees' Collectively bargained contractsCollege tuition discounts and professional development opportunitiesMultiple employee discounts programs

Created: 2025-02-18