Director, Patient Experience & Service Excellence

Mount Sinai; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

Mount Sinai Queens is seeking a Director of Patient Experience to lead targeted improvement initiatives within the Executive Office. The role partners with administrative, nursing, and physician leaders to deploy evidence-based communication training that elevates the patient experience and drives service excellence.

The position focuses on analyzing patient experience data, sharing best practices with leaders, and developing sustainable training programs in collaboration with Talent

Qualifications

• Bachelor’s degree in Healthcare Administration, Business Administration, or related field preferred
• Five years of healthcare or leadership experience with success managing teams, projects, and patient experience initiatives in a complex environment

Responsibilities

• Analyze patient experience data from surveys, comments, complaints, focus groups, and direct observations to identify opportunities for improvement.
• Serve as a subject matter expert, providing hospital leaders and department managers with best practices for enhancing patient experience.
• Develop and implement patient experience training programs in partnership with Talent Development, ensuring sustainability of improvements.
• Collaborate with multidisciplinary teams to develop action plans and service-line-specific strategies to enhance patient satisfaction.
• Communicate and manage improvement initiatives with a positive, solutions-focused approach.
• Coach frontline teams to adopt a culture of continuous quality improvement.
• Drive meaningful improvements in patient experience and staff performance.

Education

Bachelor’s degree in Healthcare Administration, Business Administration, or related field

Job description

Mount Sinai Queens is seeking a Director of Patient Experience to lead targeted improvement initiatives within the Executive Office. The role partners with administrative, nursing, and physician leaders to deploy evidence-based communication training that elevates the patient experience and drives service excellence.

The position focuses on analyzing patient experience data, sharing best practices with leaders, and developing sustainable training programs in collaboration with Talent