Cayuga Medical Center
  • Quality and Patient Safety
  • Ithaca, NY, USA
  • Full Time
  • Support Staff

Job Summary:

The Chief Experience Officer will drive and foster a culture of patient and family centered care and service excellence with the goal of improving the patient, family, staff and provider experience across Cayuga Health System. Tasked with translating the concepts of service excellence, patient experience and patient relations into actionable behaviors, this individual will lead, influence and inspire change at all levels across the system. This leader will be the system expert and internal consultant for patient satisfaction, person centered care and service excellence, while maintaining a culture of innovation, superior outcomes, safety and learning.

Job Responsibilities include:

Leadership Competencies

  • Serves as a boundary spanning role in the area of person centered care across the health system to assist business areas (CMC, SH and CMA) in the implementation of programming to improve value, patient experience outcomes and efficiency
  • Effectively communicates with staff, peers and customers. Supports the mission, vision and values of Cayuga Health System (CHS)
  • Creates an employment environment that is inclusive and promotes diversity and equity
  • Strives to deliver the highest level of service available.
  • Is responsive to staff, provider, patient, family and leadership needs
  • Leads in an ethical manner following all medical center and legal requirements.
  • Demonstrates a strong sense of organizational skills.
  • Addresses concerns and opportunities promptly and effectively
  • Participates in appropriate meetings and committees to provide subject matter expertise and support in the patient and family experience arena
  • Continuously monitors budget, defines variances and implements corrective action to insure efficient cost effective, high quality services.
  • Compliant with meeting all project deadlines.
  • Establishes integrated systems (CMC, SH and CMA) which improve services and support the Health System's mission.
  • Develops, tests, implements and evaluates new and creative approaches to meeting the health system goals.

Position Specific Duties and Responsibilities

  • Clearly defines the optimal Cayuga Health Experience, including the behavioral changes necessary to achieve cultural transformation throughout the system
  • Initiates evidenced based and innovative tactics/ideas to reinforce CHS as a great place for staff to work and physicians to practice
  • Instills a culture of service excellence, hospitality, ownership and results across the system
  • Documents and communicates through the system the shared vision for experience improvements
  • Develops the framework and protocols in which all person centered experience/ initiatives will be deployed across Cayuga Health System
  • Develops service, educational and training programs throughout CHS related to person centered experience
  • In collaboration with the AVP of Performance Optimization strategically develops, refines, and improves performance metrics and measurement methods using standardized and customized tools
  • Consistently measures results
  • Identifies opportunities for improvement, provides consultation on actions plans to improve the CHS experience
  • Utilizes coaching, best practices and collaboration to improve service excellence throughout the system
  • Works to ensure alignment of CMC, SH and CMA as it relates to structure, process and outcomes across Cayuga Health Systems
  • Identifies and presents key issues (including complaints and grievances) impacting the overall Cayuga Health Experience for patients and families to the board and CHS leadership for discussion which includes barriers/mitigation, and progress towards results
  • Serves as the subject matter expert and internal consultant for services excellence, maintain a knowledge of the most current evidence based practices and innovative ideas regarding person centered care both locally and on a national level
  • Monitors national HCAHPS and patient experience trends and federal requirements
  • Identifies how top performers maintain success
  • Creates and monitors service standards for the CHS experience/patient relations
  • Promotes the development and implementation of the Planetree Model with a focus on healing and nurturing body, mind and spirit; to produce a health care environment in which patients experience caring, kindness, and respect ' as do their families and the hospital staff.

Education and Development

  • Completes all mandatory in-services within the calendar year.
  • Offers educational in-services as required.
  • Annually attends at least one continuing education program to maintain industry expertise in best practices


  1. Documented track record of implementing and accomplishing customer service improvements in a complex organization
  2. Bachelor's degree or higher with 5 years' experience at the leadership level in areas such as hospitality, marketing, public relations- Master degree preferred
  3. Experience with rapid cycle process improvement and change management
  4. Knowledge of the CAHPS Surveys, patient satisfaction tools, consumer research, complaints and grievance management per regulations
  5. Advanced data analysis and interpretation skills to lead system improvement effort and create credibility needed for interaction with leaders and staff
  6. Strong written and oral communication skills
  7. Lean Six Sigma Yellow Belt Preferred
Cayuga Medical Center
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