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Location

Nebraska | United States

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Job description

Job Description

Job ID#:

3023

Job Category:

Administrative

Position Type:

Employee (Full Time)

Position Summary:

Reporting to our CEO, the Chief of Experience will drive excellence in staff engagement, customer service, patient experience, and stakeholder engagement. The primary objective of this position is to create and lead strategies that foster a positive, inclusive, and empathetic organizational culture while ensuring the highest level of satisfaction among employees, customers, patients, and all relevant stakeholders. This role plays a central role in shaping and implementing initiatives that enhance the overall experience within the organization, reflecting our commitment to delivering exceptional service and care. The Chief of Experience will lead efforts to attract, retain, and develop top talent, ensuring a workforce that is engaged and dedicated to our mission. They will establish and maintain world-class customer service standards, continuously improving training and development programs for staff, and proactively addressing customer concerns. Additionally, the COE will develop and execute strategies to optimize the patient's experience, focusing on compassion, efficiency, and effectiveness in healthcare delivery.

 

Minimum Qualifications:

• Master's Degree in Business Administration, Healthcare Administrator, or related field of study
• 3 years of demonstrated experience in providing strategic leadership with some portion of that experience in the healthcare, nonprofit sector and/or movement building. 
• A minimum of two (2) years in a responsible administrative, managerial, or supervisory capacity 
• A reputation for collaborating effectively, consulting with colleagues, and co-building strategies to solve complex problems.

• Ability to work effectively in settings where the strategies are evolving, and the work is new to the organization.

Key Duties:

A. Develop and Implement Engagement and Retention Strategies:

• Establish and implement comprehensive short-and long-term plans, strategies, practices, and policies to engage, retain, and develop top talent within the organization.
• Create and execute initiatives to enhance staff engagement, such as recognition systems, and wellness initiatives.
• Understand the end-to-end employee experience and the drivers of engagement, retention, and growth. Analyze and address reasons for attrition. 

 

B. Build an Environment of Customer Service Excellence:

• Develop and implement strategies to enhance the patient experience across all touchpoints.
• Lead efforts to continuously improve customer service training and development programs for staff.
• Analyze customer feedback and data to identify trends and implement strategies for improvement.

 

C. Foster Collaborative Internal Engagement

• Partner with organizational leaders on key management issues, including organizational effectiveness, performance management, talent development, culture, and change management, to support the organization's overall success. 
• Collaborate with other organizational staff to identify approaches and new opportunities for employee engagement. 
• Strengthen organizational culture to effectively support and drive the organization's mission, vision, values, goals, and key metrics.

 

D. Strategic Impact and Resource Building:

• Identify key stakeholders and develop strategies for engaging with them, including but not limited to, regulatory bodies, community organizations, and partners.
• Build and maintain strong relationships with stakeholders through effective communication and collaboration.
• Act as a liaison between the organization and external stakeholders, addressing their concerns and fostering partnerships.

 

Starting Compensation: Minimum: $150,000 annually; Maximum: $150,000 annually

As a full time associate at Urban Health Plan, you'll enjoy:

• Fully funded Health Insurance for you/73.5% funded Health Insurance for your family
• Dental, Vision, and prescription Coverage 
• 401(k) Retirement Savings (including 3% annual employer contribution)
• Comprehensive time off including paid vacation, personal time, sick time, and paid holidays (including your birthday!)
• Flex Spending Accounts (Health care, Dependent Care, and Commuter Benefits)
• Entertainment Discount Programs
• Employee Assistant Programs
• Eligibility to apply for Public Service Loan Forgiveness Program (PSLF)
• Fitness Discounts and Perks through our medical plan
• $50,000 term life Insurance

 

Work Environment Type, Location, and Schedule:

Position is intermittent hybrid, which allows for remote functions while maintaining the ability to come onsite to work in the Bronx, NY on an ongoing basis. Monday - Friday 9:00am - 5:00pm schedule.

 

About Urban Health Plan:

At Urban Health Plan (UHP) our mission is to continuously improve the health of communities and the quality of life of the people we serve by providing affordable, comprehensive, quality, primary and specialty health care and by assuring the performance and advancement of innovative best practices. At UHP, our commitment to provide patient-centered, holistic, quality health care, is part of a tradition started by our founder, Dr. Richard Izquierdo, more than 40 years ago. That tradition continues today by promoting excellence in everything that we do. 

 

UHP is an equal opportunity employer. M/F/D/V. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, gender expression, national origin/ancestry, citizenship status, disability, age, marital or family status, and military or veteran status.

 

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