Director Patient Experience

Montefiore Health System; New York (NY); On-site; USD 168,000 - 210,000; Full time

Job summary

Montefiore Health System seeks a Director of Patient Experience to lead the transformation of patient and family experience. The role focuses on developing and executing strategies for quality improvement and service excellence in patient care. Candidates should possess a Master’s Degree and significant experience in hospitality and healthcare leadership, ensuring the achievement of patient satisfaction metrics and operational goals. Responsibilities include managing staff development and interacting with all levels of the organization to enhance patient experience.

Qualifications

• Master's Degree required; PhD, MD, RN, NP, PA clinician preferred.
• 5+ years of hospitality experience, preferably in Healthcare.
• Experience with improvement methodology preferred.

Responsibilities

• Develop and implement strategies to improve patient satisfaction.
• Monitor and report outcomes of patient experience initiatives.
• Manage patient experience and operational goals.

Skills

Leadership

Communication

Presentation skills

Patient experience management

Education

Master's Degree

PhD, MD, RN, NP, PA

Tools

PDSA/IHI Model

Lean

Six Sigma

Job description

Job Summary

The Director of Patient Experience leads efforts at Montefiore Medical Center (MMC) transforming culture through development of programs, methods, and initiatives to drive quality and service excellence and continually enhance the patient and family experience. The Director serves as a leader who will implement and continue to evolve the patient experience strategic and tactical plan. The Director will drive performance improvement in the areas of HCAHPS, Press Ganey, and other surveys that measure patient and family experience at the MMC both inpatient and outpatient. Works directly with executive teams as well as departmental leaders to create and operationalize strategy and organizational goals. Provides leadership and accountability for the management of people, finances and business operations concerning the measuring of patient experience. Interacts with all levels of the organization: Physician groups, administrative and management teams, and all employees to create, implement, monitor and report outcomes of patient and family experience initiatives. In addition, this position will report to the Montefiore Quality Council in making continuous improvement in service initiatives. Provides support in all related quality and performance improvement processes including strategic planning, consultation, education and team facilitation.

Job Details

City/State: Yonkers, New York

Grant Funded: No

Department: NPG - Patient Experience

Work Shift: Day

Work Days: MON-FRI

Scheduled Hours: 8 AM-5:30 PM

Scheduled Daily Hours: 8.5 HOURS

Pay Range: $168,000.00-$210,000.00

Essential Functions

• Participates in goal setting and policy development for provider, department, and site patient satisfaction.
• Develops a strategic plan with timed deliverables.
• Develops and implements appropriate strategies to improve patient satisfaction, health services delivery, and employee engagement.
• Outlines strategy to the Patient Experience steering committee, site leadership, and senior leadership.
• Assists leadership in the development of action plans based on report data and monitors the results of the plan. Leads teams in developing attainable goals based on data analysis to be used in the formulation of action plans.
• Works with NPG data analyst to review data and develop data‑driven strategy and goals.
• Recognizes positive behavior contributions to the organization using praise, appreciation, and rewards.
• Develops a mechanism to identify and reward associates who model outstanding activities to enhance the patient’s experience.
• Responds to complaints, concerns, and suggestions for improvement while adhering to guidelines for complaint resolution. Interacts with various departments to address complaints that are submitted from various sources including the patient survey company, correspondence to executive staff, website portal, and social media platforms. Tracks all complaints/grievances and disseminates this data system‑wide for process improvement.
• Provides a report of complaints using a standardized taxonomy so that complaints can be cross‑walked with other data including patient experience, performance, and outcome.
• Works with a third‑party patient satisfaction survey company to conduct surveys in the inpatient and outpatient environments and ensures a smooth flow of data feedback to system users. Employs data analytics to track trends and develop interventions based on data analysis. Ensures access of data to all users.
• Reviews survey responses and performance improvement plans to ensure that there is a return on investment of surveys and that survey data is reviewed and understood by the leaders in the area that is surveyed.
• Promotes positive interpersonal relationships with fellow employees, physicians, patients, and visitors. Treats these individuals with courtesy, dignity, empathy, and respect.
• It is expected that the Director will model standards for the staff.
• Adheres to, complies with, and demonstrates support for the mission and values of Montefiore.
• Sets clear expectations for staff by developing job‑specific customer service expectations and behaviors for each position supervised.
• Clearly communicates expectations to each employee and establishes the expectations as job requirements and performance appraisal components.
• Identifies training and staff development needs of employees and ensures appropriate training is provided.
• Actively identifies problems and opportunities for improvement.
• Makes rounds to meet families and assess satisfaction.
• At least monthly meets with patients either personally or by phone for feedback.
• In concert with the Learning Network, Customer Service, BIS, and Performance Excellence departments, develops programs for new associate orientation, onboarding process, and new leader orientation.
• Delivers the presentation on patient experience to New Associate and New Leader orientation.

Qualifications

• Master’s Degree required – PhD, MD, RN, NP, PA clinician preferred.
• 5+ years of hospitality experience including previous leadership/management experience required – preferably within Healthcare.
• Experience with improvement methodology (PDSA/IHI Model for Improvement, Lean, Six Sigma) preferred.
• Extensive knowledge of improvement methodology.
• Strategic planning, leading large‑scale change management initiatives.
• Demonstrated success with program management.
• Excellent leadership, communication, presentation skills and the ability to influence required.
• Past work successfully managing patient experience initiatives.

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.