Position Summary Patient experience efforts at Stony Brook Medicine are currently supported by many different departments throughout the institution. With a continued focus on the patient and family experience, new leadership has determined that a Chief Patient Experience Officer (CXO) position should be created to unify these efforts across the enterprise. The CXO will be part of the executive leadership team and will instill a culture of patient- and family-centered care across Stony Brook Medicine, with an initial focus on Stony Brook University Hospital. He or she possesses an outstanding customer service focus and a strong knowledge of the strategies needed to increase patient/family and employee engagement. The CXO is data driven, interpreting, analyzing, and sharing information throughout the organization to promote transparency and improve satisfaction. He or she plans large-scale patient satisfaction and engagement education events and designs programming to improve the experience for patients and their families. The CXO will establish a Patient Experience program that adheres to and supports Stony Brook Medicine's mission, vision, and values . mission, vision, and values
The CXO reports to the Chief Executive Officer. Other members of the executive leadership team include:
Chief Financial Officer
Chief Human Resources Officer
Chief Information Officer
Chief Medical Officer
Graduate Medical Education
Chief Compliance Officer
Chief Nursing Officer
Chief Regulatory Officer
Chief Operations & Quality Officer
The CXO manages a budget of approximately $1.6m and a staff of 22 in the following departments:
Customer Service (includes Volunteers and HCAHPS)
The position will initially be responsible for building the Patient Experience program at Stony Brook University Hospital. Once it is well established, the intent is to roll it out to Southampton Hospital and Eastern Long Island Hospital, which is in the process of merging with Stony Brook Medicine.
Duties of the Chief Patient Experience Officer may include the following but are not limited to:
Duties of the Chief Patient Experience Officer may include the following but are not limited to: Demonstrated success developing strategies, implementing programs, setting goals and monitoring results for patient satisfaction including employee customer service recognition and service recovery programs. Subject matter expertise in service excellence to advise the leadership on the most current and innovative trends and programs in the patient experience both locally and nationally. A thorough understanding of the HCAHPS and Press Ganey surveys with the ability to analyze the data to create programs and initiatives that will improve the patient and family experience and foster a culture of excellence. A strong grasp of hospital operations and methods to quickly and effectively integrate patient centered improvement strategies in a rapidly changing environment. Sensitivity to the complexities of an organization that is highly unionized and both a public and academic medical center with the willingness to develop a full understanding of the organization to achieve breakthrough results in employee engagement and patient satisfaction. A visible and participatory leadership style with the ability to solicit input from front-line staff and incorporate their ideas into initiatives that translate concepts into action. A personable and engaging leader who can influence and energize all levels and departments of the hospital and holds staff accountable for embodying ICARE values to create a superior patient and family experience. Superior written and oral communication skills to interact with staff at all levels as well as patients and their families to positively affect the patient experience and employee engagement. Personal Characteristics Entrepreneurial and innovative. High emotional intelligence. Confident yet humble style. Learning agility and intellectual curiosity. Creative problem solver. Unquestionable personal integrity. Confident and articulate. Collaborator and consensus builder. First-Year Aspirations The new Chief Patient Experience Officer will be expected to achieve the following goals in the first twelve to eighteen months of his or her tenure: Build rapport and instill confidence with the Chief Executive Officer, executive leadership team, care providers, and staff throughout the organization. Assess current patient experience activities and develop a clearly articulated Patient Experience program aligned with Stony Brook Medicine's ICARE values to present to senior leadership. Develop training programs that hardwire the patient experience across all facets of the organization to embed improvements that will ensure long-term sustainability. Support the work of the Medicine Department in piloting Language of Caring training modules, whose goal is to make caring intentional, visible and effective; collaborate with key leaders to implement the modules in other areas if the pilot is successful. Work with the leadership of the busy Emergency Department (110,000 annual visits) to ensure that patients and families have a favorable impression given that for many it will be their first exposure to the hospital. Help staff understand how their own job satisfaction and a positive patient experience are closely interrelated and how each of these areas impacts the other in creating continued success and stability for the organization. Develop standards, metrics and targets for patient satisfaction and lead an employee engagement strategy that creates a culture of accountability to meet Stony Brook Medicine's patient experience goals. Develop standards, metrics and targets for patient satisfaction and lead an employee engagement strategy that creates a culture of accountability to meet Stony Brook Medicine's patient experience goals. Chair the Patient and Family Experience Council, which is comprised of service line leaders, executive staff and patients, and the Grievance Committee in collaboration with Regulatory Affairs, Risk Management and Quality. Design and implement robust employee customer service recognition and service recovery programs in alignment with institutional goals. Appropriately respond to complaints from sources including patients, families, Stony Brook Medicine's patient survey company, correspondence to executive staff, website portal, and social media platforms. Successfully model the mission, vision, and values of Stony Brook Medicine. Required Qualifications: A Master's degree in Health Administration, Business Administration, Organizational Development, Nursing, or a related field is required. Seven or more years of experience leading customer service operations in a hospital or healthcare setting. Proven experience using data to improve patient and family experiences and satisfaction. Prior experience in a highly unionized, public sector Healthcare setting. Special Notes:Special Notes: All Hospital positions are subject to changes in pass days and shifts as necessary. This position may require the wearing of respiratory protection, which may prohibit the wearing of facial hair. All Hospital positions are subject to changes in pass days and shifts as necessary. This position may require the wearing of respiratory protection, which may prohibit the wearing of facial hair. All Hospital positions are subject to changes in pass days and shifts as necessary. This position may require the wearing of respiratory protection, which may prohibit the wearing of facial hair.
Procedure for Candidacy
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Internal Number: 1801420
About Stony Brook University
FROM ITS BEGINNINGS A HALF-CENTURY AGO, STONY BROOK UNIVERSITY HAS BEEN CHARACTERIZED by innovation, energy and progress, transforming the lives of people who earn degrees, work and make groundbreaking discoveries here. A dramatic trajectory of growth has turned what was once a small teacher preparation college into an internationally recognized research institution that is changing the world.