Chief Patient Experience Officer

Job description

Job Description

Chief Patient Experience Officer-1801420
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.

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:

  • Patient Advocacy
  • Customer Service (includes Volunteers and HCAHPS)
  • Greeting/Information Desk
  • Chaplaincy

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:

  • 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.
  • 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.

Preferred Qualifications:

  • Prior experience in a highly unionized, public sector Healthcare setting.

Special Notes:Stony Brook Medicine is a smoke free environment. Smoking is strictly prohibited anywhere on campus, including parking lots and outdoor areas on the premises.

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

Please DO NOT click the “Apply Online” button listed on this page. You must follow the instructions below to be considered for candidacy.

McGahey Group is assisting Stony Brook Medicine with this important search.

Please forward, as soon as possible, applications or nominations of appropriate candidates to Patti McGahey via e-mail:

[email protected]

McGahey Group, Inc.


The selected candidate must successfully clear a background investigation. Prior to start date, the selected candidate must meet the following requirements: Successfully complete pre-employment physical examination and obtain medical clearance from Stony Brook Medicine's Employee Health Services (The hiring department will be responsible for any fee incurred for examination), submit (3) written references, and provide a copy of any required New York State license(s)/certificate(s). Please be advised that failure to comply with any of the above requirements could result in a delayed start date and/or revocation of the employment offer.

The best ideas in medicine start with the best people. At Stony Brook Medicine, our highest calling is to put the power of ideas to work in our patients’ lives. Stony Brook Medicine integrates and elevates all of our health-related initiatives: education, research and patient care. Stony Brook Medicine is Long Island’s premier academic medical center. With 603 beds, we serve as the region’s only tertiary care center and Level 1 Trauma Center, and are home to the Stony Brook Heart Institute, Stony Brook Cancer Center, Stony Brook Children’s Hospital, Stony Brook Neurosciences Institute, and Stony Brook Digestive Disorders Institute. We also encompass Suffolk County’s only Level 4 Regional Perinatal Center, state-designated AIDS Center, state-designated Comprehensive Psychiatric Emergency Program, state-designated Burn Center, the Christopher Pendergast ALS Center of Excellence, and Kidney Transplant Center. It is home of the nation’s first Pediatric Multiple Sclerosis Center.

Stony Brook University is an Affirmative Action/Equal Opportunity employer. We are committed to the creation of a diverse and inclusive campus climate. We encourage protected veterans, individuals with disabilities, women and minorities to apply.

This function/position has been designated as “essential.” This means that when the Hospital is faced with an institutional emergency, employees in such positions may be required to remain at their work location or to report to work to protect, recover, and continue operations at Stony Brook Medicine, Stony Brook University Hospital and related facilities.

Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor’s Office of Employee Relations at (518) 474-6988 or via email at [email protected].


Official Job Title: Assistant Vice President for Hospital Affairs
Job Field: Administrative & Professional (non-Clinical)
Primary Location: US-NY-Stony Brook
Department/Hiring Area: Executive Administration-Stony Brook University Hospital
Schedule: Full-time Day Shift 8:30-5:00Executive Administration-Stony Brook University Hospital
Posting Start Date: May 14, 2018
Posting End Date: Jun 13, 2018, 11:59:00 PM
Salary: Commensurate with experience
Salary Grade: MP2





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Job No:
Posted: 5/15/2018
Application Due: 6/14/2018
Work Type: