Job Description

About NYC Health + Hospitals:

Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Description:

Supports the Office of Quality and Safety and the system Risk Management leads in our effort to improve patient safety. Responsible to manage all aspects of VOICE, New York City Health & Hospital’s Electronic Occurrence Reporting System. Provides training for VOICE users systemwide. Work closely with Human Resources to update and maintain VOICE training material in PeopleSoft ELM, for all new VOICE users and annual in-services. Work with all system leads to support their VOICE needs. Works closely with system and site leadership to identify the need for and build process improvement efforts, to support systemwide risk reduction initiatives. Maintain a good relationship with all internal and external VOICE customers.

General tasks and responsibilities will include:

• Maintain confidentiality of the VOICE content.
• Primarily responsible for VOICE user account set up.
• Manage daily VOICE access changes resulting from new hiring, attrition or change in role function.
• Work closely with site staff to build departmental and site-specific VOICE reports as needed.
• Builds tools within VOICE for staff Identified new needs across the system.
• Trouble shoots events erroneously entered into VOICE.
• Work with the Risk Management Councils & Patient Safety to build the Root Cause Analysis and Risk Register modules in VOICE. The Risk Registry module will be the platform for Proactive Risk Assessments, and the Severity Assessment scores.
• Build and maintain standard VOICE reports for regulatory site visits.
• Remain accessible to build more detailed reports for the sites during onsite regulatory surveys.
• Identifies organizational risk through trend analysis of good catches/near misses,
• Incidents & complaint. The goal is to identify trends, contributing factors and root causes
• Manually enter physical location changes across the health system and manage any resulting change in user role and scope.
• Manually creates new icons and infrastructure build as needed.
• Interfaces with vendor and IT to manage major infrastructure changes.
• Train staff on the use of VOICE and data mining.
• Identify the need for improvement; coordinate and manage any needed changes to VOICE.
• Primary contact for IT in preparing for VOICE system upgrades and testing.
• Participates in RL Datix online user group meetings to remain current on all issues that may impact the health system’s use of VOICE.
• Monitor feedback to end users.
• Maintain good working relationships with all the facility Risk Managers and Central Office leadership team.
• Participate in the Risk Management Council.
• Other duties as assigned to meet departmental or hospital needs.

Minimum Qualifications:

1. A Master’s degree from an accredited college or university in Healthcare, Hospital, Public or Business Administration, Industrial/Organizational Psychology, Organizational Behavior or a related discipline and three (3) years of full-time experience planning, developing and monitoring programs, systems and/or procedures in support of administrative management initiatives, one (1) year of which must have been in a responsible managerial or supervisory capacity; or

2. A Baccalaureate degree from an accredited college or university in disciplines, as listed in “1” above and four (4) years of full-time experience, as outlined in “1” above, two (2) years of which must have been in a responsible managerial or supervisory capacity; or

3. A satisfactory equivalent combination of education, training and/or experience.

Department Preferences

• Conflict Resolution knowledge is helpful
• Healthcare Informatics
• Strong interpersonal skills
• Strong Organizational skills

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs

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