NYC Health + Hospitals/Gotham Health is one of the largest Federally Qualified Health Center (FQHC) in the country, providing coordinated world-class primary and specialty care with dignity and respect for all New Yorkers, without exception. At Gotham Health, we practice a person-centered caring culture that values delivering compassionate, quality healthcare in partnership with our patients, community organizations, and staff. Gotham Health is focused on high-quality, affordable care to everyone regardless of ability to pay or immigration status. Gotham Health serves the community through a two-pronged approach: providing treatment to those who need it while at the same time emphasizing prevention. We strive to deliver services in a way that maximizes each patient's opportunity to achieve successful health outcomes, we believe in every person's right to participate in their care plans, we facilitate partnerships with other community resources to meet the needs of our patients beyond healthcare, and we celebrate and recognize the compassionate care of our committed staff. Join our team if you want to be part of our Gotham Health Family, a person-centered, fully integrated, and innovative ambulatory care network that enables all New Yorkers to live their healthiest lives.

Job Description

SUMMARY OF POSITION:
Reporting to the Care Experience Officer, this position will manage programs related to the Planetree philosophy of Personcentered Care across the system. The incumbent will be involved with assessment, data analysis, and strategy planning to improve the employee and patient experience. They will report to and work closely with Care Experience Officer at their facility/service line, other facility-based Person-Centered Care Program Managers, facility leadership, patients/residents, employees as well as work with the Central Office Care Experience and Workforce Wellness departments. Person-Centered Care (PCC) is care focused on the needs of individuals, guided by peoples' preferences and values, and includes supporting structures, policies, and practices that create a culture of quality, compassion, and partnership across the continuum of care.

RESPONSIBILITIES:
• Responsible for the development, implementation, and evaluation of Planetree/Person-centered initiatives to improve the quality of care and transform the patient experience including workflow redesign, performance improvement, education, training, and retreats for leadership, physicians, and staff
• Develop and promote co-designed (inclusive of patients and employees at all levels) Pl projects to include patient and family voices in improvement activities
• Utilize evidence-based approaches to drive improvement in the patient experience (patient, residents and family voices) by embedding compassionate person-centered healthcare techniques including partnerships in support of the theme "Nothing for me without me", solution generation and improvement planning
• Develop sustainability plans to drive person-centered care to address gaps found in Lived Experience Validation Scorecard/ Assessment
• Support and build peer and unit-based model that utilizes the Planetree framework to sustain and spread philosophy to non-pilot sites
• Assist facility/service line to develop/improve facility-wide employee and department recognition program by collaborating with internal partners . . ..
• Identify and implement best practices in person-centered care to scale this work at Planetree partner and Non partner sites through ongoing collaboration and resource sharing across the system
• Collaborate with Care Experience Officers to instill a culture change that builds an environment that recognizes and addresses the needs of a diverse workforce, patient population, and the community
• Cultivates collaborative I inclusive working relationships within facility/service line to establish goals and objectives
• Partner with Patient Safety, Workforce Wellness, Human Resources and Care Experience teams to analyze, prepare, and share Employee Feedback Survey results by including person-centered techniques during improvement planning. Program managers to be experts in Employee Feedback Survey portal to action plan and guide person-centered work
• Co-lead, collaborate and build facility PFAC and steering committee to advise senior leadership on best practices that impact the patient experience. Program managers help to embed patient voice throughout facility.
• Spearhead workgroups necessary for development, implementation and sustainability of Planetree; integrate Planetree with existing patient experience and employee engagement programs at the facility
• Collaborate with facility leadership and management to develop goals and outcomes for Planetree / person-centered care programs and align with organizational strategy, planning and outcomes
• Leverage data to drive performance improvement initiatives and evaluate effectiveness of Planetree/person-centered care programs and initiatives
• Participate in the development of policies surrounding person-centered care initiatives and implementation at the facility level
• Promote and integrate the Planetree philosophy of person-centered care throughout the facility and its affiliated locations
• Serve as a role model for person-centered behaviors and standards; work with all levels within the facility to promote and adopt person-centered behaviors and standards
• Perform other duties as needed

Minimum Qualifications

Educational and/or experience requirements will vary requiring diverse kinds and levels depending on the content, complexity and variety of project. Compensation levels will correspond to the requirements developed for the designated project.
In no event will the acceptable minimum be below:
1. A Baccalaureate Degree from an accredited college or university in a specialization discipline consistent with project content; and,
2. Four years of substitutable and relevant health care experience related to the objectives of the project; or,
3. A satisfactory equivalent combination of experience, training and education.

Department Preferences

CERTIFICATION{S}/LICENSE{S):

Planetree Fellowship Certificate or 2 years in relevant healthcare

KNOWLEDGE & SKILLS:
• Quality and performance improvement tools and methodologies (e.g. lean management, six sigma, PDSA cycles)
• Patient advocacy/customer service

If you wish to apply for this position, please apply online by clicking the "Apply Now" button

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs

Vacancy Control Board Number

VCB #: CUM-03292024-17448