Career Opportunity

CHIEF CARE EXPERIENCE OFFICER, SAN FRANCISCO HEALTH NETWORK (0943 Manager VIII)

Recruitment: RTF0135293-01136902

Published: May 09, 2023

Apply using SmartRecruiters, the City and County of San Francisco's application portal.

About:

Application Opening - Tuesday, May 9, 2023

**Interested applicants are encouraged to apply immediately as this recruitment may close at any time but no sooner than Wednesday, May 24, 2023 .**

This is a Position-Based Test conducted in accordance with Civil Service Rule 111A.

The San Francisco Department of Public Health is accepting applications for a permanent civil service Chief Care Experience Officer (0943 Manager VIII), San Francisco Health Network.

The Mission of the San Francisco Department of Public Health (SFDPH) is to protect and promote the health of all San Franciscans.

The San Francisco Health Network is the City’s only complete system of care and has locations throughout the City, including Zuckerberg San Francisco General Hospital and Trauma Center, Laguna Honda Hospital and Rehabilitation Center, and over 15 primary care health centers.

Diversity, Equity, and Inclusion:
The Department of Public Health prioritizes equitable and inclusive access to quality healthcare for its community and values the diversity of its workforce. All employees are required to participate in the Department of Public Health's work to advance equity, inclusion, and diversity through:

• Commitment to providing exceptional care and services to all residents of the City and County of San Francisco service population, with heightened awareness of responsiveness to racially, ethnically, and culturally diverse members of the service population and the DPH workforce.
• Desire and commitment to lead and participate in anti-racism, racial justice, and equity work that improves quality of patient care and employee experiences; along with the commitment and fortitude to drive change in these areas.
• Desire to work with, relate to, serve, and support a diverse service population and workforce.
• Commitment to health equity with a specific lens and focus on race, ethnicity, gender, sex, sexuality, disability, and immigration status.

Role description

POSITION DESCRIPTION:
The Chief Care Experience Officer, San Francisco Health Network (SFHN) (0943 Manager VIII) is responsible for the strategic planning and oversight of patient experience and staff engagement initiatives and operations, Interpreter Services, Education and Training, Volunteer Services, and all related programs, policies, and procedures. The incumbent in this role performs administrative and operational functions that ensure integration and alignment of care experience strategies and priorities with SFHN’s mission, vision, values, and strategic pillars. The incumbent ensures optimal utilization of resources, service delivery, and compliance with applicable, local, state, and federal rules, regulations, and person-centered standards of care across the SFHN. This role is the accountable leader to partner with executive leaders, all clinical and non-clinical staff including front line employees, residents, patients, and families to assess, define, align, and execute on measurement and improvement of the SFHN patient and family experience. This role provides oversight to the SFHN Care Experience Program and leads the redesign of the curriculum, operations, and measurement of a communication and relationship-based skills training for providers in the SFHN. Finally, this role will evaluate the current state and optimized future state of how the San Francisco Health Network manages staff, patient and family feedback regarding the experience of an individual as they navigate through different levels of care within the SFHN (i.e. outpatient, inpatient and/or post-acute) and how it impacts their care experience through the entire SFHN delivery system, ultimately reengineering processes, such as the complaint & grievance process, into a human centered opportunity for hearing and responding to feedback in a timely and compassionate manner.

ESSENTIAL DUTIES:
The Chief Care Experience Officer, SFHN (0943 Manager VIII) performs the following essential job functions:

1. Effectively partners with key stakeholders and maintains a working relationship with the Care Experience teams within the SFHN Ambulatory Care Division, Zuckerberg San Francisco General Hospital, and Laguna Honda Hospital to define the strategic direction and operational plan for advancing patient experience and staff engagement programs and initiatives; Designs and implements value added projects and innovations to improve and sustain these initiatives and ensure application across SFHN.
2. Serves as a principal advisor and key resource on all matters pertaining to patient experience and employee engagement and provides consultation and coaching on evidence-based practices, may serve on a variety of committees or conduct meetings and conferences to discuss matters concerning improvements to patient experience, satisfaction, and staff engagement.
3. Conducts ongoing review of existing care experience, person-centered care and engagement initiatives, programs, policies, and procedures to identify barriers to success, gaps or discrepancies and opportunities for improvement; recommends workable and cost-effective solutions or revisions to translate concepts of service excellence into actionable behaviors.
4. Collects and analyses care experience information including maintenance of care experience portals and running of reports and utilizes surveys and analytics to deliver on initiatives and monitor care experience metrics.
5. Assists in the development of training programs and provides orientation, training, and guidance to staff; routinely assesses staff learning needs, identifying gaps and evaluating the quality and effectiveness of the programs; serves as a change agent and invests in the growth and development of staff.
6. Fosters a culture of accountability and service excellence, and sustains an environment that recognizes and values diversity, designing strategies that address the needs of a diverse workforce, patient population, and the community.

The Chief Care Experience Officer, SFHN (0943 Manager VIII) performs other duties as assigned and required.

How to qualify

Required Minimum Qualifications (all applicants must verify that they fully meet both elements below):

1. Education: Possession of a bachelor’s degree from an accredited college or university;

AND

     2. Experience: Five (5) years of verifiable full-time professional experience managing  the patient care experience programs in acute, post-acute, or ambulatory healthcare all of which must include supervising professionals.

Education substitution: Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years. One (1) year is equivalent to thirty (30) semester or forty-five (45) quarter units.

Note: One year of full-time employment is equivalent to 2,000 hours of qualifying work experience (one year if performed full-time at 40 hours per week). Any overtime hours that were worked above 40 hours per week are not included in the calculation to determine qualifying hours worked.

Applicants must meet the minimum qualification requirements by the final application filing date unless otherwise noted.

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at Verification of Education

For more information on verifying applicable experience, please see Verification of Experience

Note: Falsifying one's education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

Desired Qualifications:
The stated desirable qualifications listed below may be used to identify job finalists at the end of the selection process after candidates are referred for selection:

• Master's degree in public health, public administration, healthcare administration, or equivalent
• Certified Patient Experience Professional (CPXP)

What else should I know?

Confidentiality: All personal information will be kept confidential according to EEO guidelines.

Additional Information Regarding Employment with the City and County of San Francisco:

COVID-19 Policies
Personal Protective Equipment (PPE)
Medical Examination Prior to Hiring
Electronic Health Record (EHR)
Licensure/Certification/Registration
Note on ICARE
Other Conditions of Employment and Important Information
Information About the Hiring Process
Conviction History
Employee Benefits Overview
Equal Employment Opportunity
Disaster Service Worker
ADA Accommodations
Veteran's Preference
Right to Work
Copies of Application Documents
Diversity Statement

Exam Analyst
Beata Chapman
beata.chapman@sfdph.org
628-271-6701
01136902

We may use text messaging to communicate with you if you include a mobile number in your application. The first message will ask you to opt in to text messaging.

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.