Patient Experience Administrator -

City/State:

Yonkers, New York Grant Funded:

No Department:

NPG - Patient Experience Work Shift:

Day Work Days:

MON-FRI Scheduled Hours:

8:30 AM-5 PM Scheduled Daily Hours:

8.5 HOURS Pay Range:

$88,000.00-$110,000.00

Job Summary

The Patient Experience Administrator is responsible for managing health system strategic initiatives and programs geared specifically to enhancing the patient experience at Montefiore as measured by the HCAHPS and other surveys that factor into Montefiore's national CMS Star Ratings. Specifically, the Administrator's primary focus will be coaching front-line healthcare staff and supporting managers and leaders in patient experience related efforts. These may include for nurses practices of frequent nurse rounds, nurse manager rounds, and engaging patient-facing staff to support best patient experience practices. This administrator must have prior clinical experience and work experience in this field as well as familiarity with data analysis and patient experience performance measures. This individual will work closely with Leaders of Patient Experience, other team members in the Network Performance Group, and campus-based clinical and operations leaders. The Administrator will need to manage programs, schedules, timelines, and teams in achieving performance outcomes. This position will primarily focus on Montefiore Mount Vernon Hospital.

Essential Functions

Plan, implement and oversee Patient Experience projects and training programs that support the mission and strategic goals of the institution. For example, direct performance improvement projects that lead to improved patient experience measures on Montefiore's clinical inpatient units.

Undertake special projects to accelerate improvement in customer satisfaction and patient experience

Compile and organize data relating to training program impact on patient experience and clinician performance.

Lead and manage project team meetings as directed by leadership.

Demonstrate capacity to complete work under deadline and prioritize activities to achieve prioritized goals.

Demonstrate capacity to work independently and as a team member.

Demonstrate openness, initiative and cultural humility in interfacing with workforce and community members with diverse backgrounds and perspectives.

Demonstrate capacity to coordinate RCC courses and schedules under supervision of team leadership.

Manage fiscal planning and budget for the team.

Demonstrate ability to assist with planning and on-site coordination of trainings and courses under supervision of team leadership.

Qualifications

Bachelors Degree Required

Masters Preferred

5+ years of experience - with at least 2+ years of experience in clinical healthcare and/or patient experience domain Required

Demonstrated ability to take initiative with projects and lead others through projects

Excellent organizational and project management skills including attention to detail, planning and time management skills

Ability to operate within, and contribute to, a collaborative environment

Excellent writing skills- able to compose effective memos and compose formal communication to others

Excellent reading comprehension and verbal communication skills

Excellent data analysis skills

Appreciates and practices empathic communication

Listens attentively to others

Deals well with ambiguity, complexity and conflict

Excellent knowledge of the healthcare environment and how care delivery operate in inpatient and outpatient settings.

Thrives in diverse workplace environments, readily appreciates difference, equity and belonging

Montefiore Medical Center is an equal employment opportunity employer. Montefiore Medical Center will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law.