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  Decision Maker
  • Evaluates current systems and service initiatives
  • Oversight and responsibility for enhancing and improving the experience of patients and families
  • Defines the optimal patient experience, including the behavioral changes necessary to achieve cultural transformation throughout the organization
  • Serves as the subject matter expert for service excellence
  • Develops and delivers service, education, and training programs relating to the patient experience
• Skilled Communicator
  • Involves multiple stakeholders (patient, families & staff) and develop a plan of Identify key physician & facility champions system-wide
  • Instills a culture of service excellence, hospitality, ownership and results
  • Communicates the shared vision for patient service and experience improvements
• Accountability
  • Develops and implements infrastructure to roll out standardized processes
  • Creates, monitors, and achieves service standards for patients
  • Consistently measures results
  • Develops, refines, and improves performance metrics and measurement methods using standardized and customized tools
  • Monitors national CAHPS and patient experience trends and federal requirements
  • Adopts The Joint Commission recommendations for patient& family service
  • Integrates information regarding how top performing hospitals identify & maintain successful outcomes
  • Identifies and presents key issues impacting the Patient/Family experience for Board and Executive leadership
• Human Resource Management
  • Carries out supervisory responsibilities in accordance with Hospital policies and applicable laws.
  • Ensures that network is developing the necessary knowledge and skills to perform their work.
  • Fosters programs that will enhance staff work habits and job knowledge in order to provide superior customer service.
  • Coaches’ leaders and staff for improved results and execution of best practices and chosen strategies.
• Financial Resource Management
  • Monitors expenses related to service improvements, management systems, expense control programs etc.
• Development of Bassett Network/System Thinking - A leader who thinks globally and adopts philosophy of continuous improvement for Bassett processes/systems and the Bassett Network.
  • Develops working relationships with partners
  • Utilizes coaching, best practices, and collaboration to improve service excellence throughout the system.
  • Builds trusting relationship with leaders across the Bassett Healthcare Network
  • Regularly assesses opportunities to enhance system(s) performance
  • Develops action plans and completes them to improve patient and employee satisfaction
  • As appropriate, takes action to create a better experience for patients traversing the continuum of care
  • Provides support and management resources regarding Primary Care and ambulatory services
  • Other duties as assigned

Bassett Healthcare Network follows the New York State and New York State Department of Health COVID-19 vaccine mandates for healthcare workers. This mandate requires COVID-19 vaccinations for personnel working for or on behalf of our hospitals and nursing homes. The New York State mandate allows for medical exemptions and religious accommodations, when appropriate. All candidates who accept an offer from Bassett Healthcare Network will be required to show proof of vaccination as required by New York State.

Education:

• Associates degree in business or healthcare field or two years of college course work required
• High school diploma or equivalent may be considered with an additional 2 years of below experience
• Bachelor's degree in business or healthcare field may be substituted for 2 years of below experience
• Master's degree in business or healthcare field may be substituted for 2 years of experience

• 5 years of process management and/or Supervisory experience. Based on educational requirements noted above, the total number of years of supervisory experience may be reduced.
• 5 years of IT experience
• Certification in Patient Experience/ Customer Service Leadership through industry leader (e.g., Beryl Institute or other) within 36 months of hire.
• Valid NYS driver’s license

Benefits:
Our commitment to our employees includes benefit programs that are designed to meet the various needs across our employee population.

• Medical, dental and vision insurance
• Paid time off, including vacations and holidays
• Life insurance and disability protection
• Retirement benefits and more…

Throughout our network, we take a balanced approach to the benefits we offer. Many benefits are company-paid, while others are available through employee contributions. Specific benefit offerings may vary by location and/or position.