Director of Human Centered Care, Central Region

Location Detail: 100 Grand Street New Britain (10126) Work where every moment matters. Every day, more than 40,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network.

Hartford HealthCare is transforming healthcare across Connecticut and beyond—enhancing access, affordability, health equity, and excellence. Spanning 500 locations across 185 towns and cities, our comprehensive care-delivery system is built to serve every community, every day. From world-class hospitals—including two tertiary-level teaching hospitals, an acute-care community teaching hospital, an acute-care hospital and trauma center, and three community hospitals—to an expansive network of behavioral health services, multispecialty physician groups, urgent and virtual care, surgery centers, home care, senior care, rehabilitation, and mobile neighborhood health programs, Hartford HealthCare is there when and where it matters most.

We touch the lives of nearly 28,000 people every single day, delivering unparalleled care through our unique Institute Model—bringing together leading experts in neuroscience, cancer, digestive health, heart and vascular care, orthopedics, and urology & kidney health to provide a unified, high standard of care at the most affordable cost.

The Director of Human Centered Care will be a member of the executive leadership team and will act as the patient experience leader and improvement coach for the Central Region, which includes The Hospital of Central Connecticut, MidState Medical Center and the Bradley Campus as well as the MediQuick location in Meriden. The Director will bring their expertise in team member engagement, clinical best practice, service excellence, performance improvement, having direct accountability for integrating and partnering with organizational leadership to deploy programs that drive positive patient experiences.

Key Accountabilities: Leads experience efforts for Central Region, developing new and innovative approaches to providing exceptional care, effectively collaborating and influencing resources to positively impact the human experience and achieve sustainable results Participates in the strategic planning process and the cascading of goals. Ensures vertical and horizontal alignment so that goals are clearly communicated and accountability measures are followed Develops, coaches and mentors teams of clinical and administrative leaders to improve operational excellence, clinical outcomes and the human experience Leads, champions, or participates in the development of organization-wide leadership, physician/medical provider, and team member training in collaboration with colleagues in the Office of Experience, Quality and Safety, Human Resources, Nursing, Operational Excellence and other teams Provides leadership and clear direction to support the successful implementation of the organization’s culture sustainment and culture change initiatives Provides all leaders with training and mentoring on coaching methodologies and processes to successfully manage team member performance using the HHC Values, culture framework and H3W leadership behaviors.

Helps leaders develop a coaching plan that increases team member engagement Leads or participates in the development and implementation of programs to hardwire best practice models, analyze and redesign workflow/processes within and among units/departments Engages the Executive Leadership Team and unit/department leaders to support and achieve targeted improvement strategies that drive Human Experience outcomes Is the healthcare teams’ expert on the voice of the customer and is able to interpret and share data from the CAHPS surveys, service excellence surveys, service recovery surveys, PFACs, focus groups, etc.

Will use this data to inspire the team to perform and as a diagnostic tool to determine improvement needs/initiatives Is a role model for establishing rapport and credibility; maintains relationships with key contacts at all levels of the organization Is the exemplar for human interactions and is the senior coach and trainer for Hartford HealthCare’s service excellence training initiatives Ensures collaboration with the Office of Patient and Family Affairs and participates in hardwiring the H3W Service Recovery Model, Process and Toolkit Qualifications Master’s Degree is required, clinical degree in graduate or undergraduate studies Five plus years of leadership experience within a healthcare setting Five plus years of clinical experience is required as an Advanced Practitioner, Registered Nurse or Medical Provider CPXP (Certified Patient Experience Professional) licensure required within the first 18 months of employment Current license in good standing to practice as a Registered Nurse, Physician Assistant, Physician (PhD) or LCSW in the State of Connecticut Demonstrated interviewing and consulting skills, including the ability to propose action to a client with confidence and to achieve results through influence and persuasion Demonstrated relationship building skills including engaging, persuading and gaining credibility with senior executives and Physicians within complex healthcare organizations, both over the phone and in person Proven ability to work collaboratively to ensure adequate resources are available to meet client needs from throughout the organization Demonstrated organization, facilitation, communication and presentation skills Prioritize, plan and work independently Lead by influence through a matrix organization as opposed to line management authority.

Build relationships with all levels of staff High level of integrity and trust We take great care of careers. With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children.

We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment .