Patient Experience Administrator

Montefiore Health System; New York (NY); On-site; USD 88,000 - 110,000; Full time

Job summary

Montefiore Health System is seeking a Patient Experience Administrator to enhance patient experiences through strategic initiatives and programs. This role focuses on coaching healthcare staff, conducting data analysis, and managing programs to improve patient satisfaction. A Bachelor's Degree and at least 5 years of relevant experience, particularly in clinical healthcare, are required. The position offers a salary range of $88,000.00 to $110,000.00.

Qualifications

• 5+ years of experience, including at least 2+ years in clinical healthcare and/or patient experience domain.
• Demonstrated ability to take initiative with projects and lead others.
• Excellent written and verbal communication skills.

Responsibilities

• Plan and implement Patient Experience projects.
• Compile and organize data relating to training programs.
• Lead project team meetings as directed by leadership.

Skills

Project management

Data analysis

Excellent communication skills

Organizational skills

Education

Bachelor's Degree in relevant field

Master’s Degree preferred

Job description

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. The Administrator's primary focus will be coaching front‑line healthcare staff and supporting managers and leaders in patient experience related efforts. This includes incorporating frequent nurse rounds, nurse manager rounds, and engaging patient‑facing staff to support best patient experience practices. The Administrator must have prior clinical experience, work experience in this field, and familiarity with data analysis and patient experience performance measures. The role works closely with Leaders of Patient Experience, other team members in the Network Performance Group, and campus‑based clinical and operations leaders, managing programs, schedules, timelines, and teams to achieve performance outcomes.

Location & Compensation

City/State: Yonkers, New York

Work Shift: Day

Work Days: MON‑FRI

Scheduled Hours: 8:30 AM‑5 PM (8.5 hours daily)

Pay Range: $88,000.00‑$110,000.00

Essential Functions

• Plan, implement, and oversee Patient Experience projects and training programs that support the mission and strategic goals of the institution, such as direct performance improvement projects that improve 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 deadlines and prioritize activities to achieve prioritized goals.
• Demonstrate capacity to work independently and as a team member.
• Show openness, initiative, and cultural humility when interfacing with workforce and community members with diverse backgrounds and perspectives.
• Coordinate RCC courses and schedules under supervision of team leadership.
• Manage fiscal planning and budget for the team.
• Assist with planning and on‑site coordination of trainings and courses under supervision of team leadership.

Qualifications

• Bachelor's Degree required; Master’s preferred.
• 5+ years of experience, including at least 2+ years in clinical healthcare and/or patient experience domain.
• 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.
• Ability to operate within and contribute to a collaborative environment.
• Excellent writing skills – able to compose effective memos and formal communications.
• Excellent reading comprehension and verbal communication skills.
• Excellent data analysis skills.
• Appreciates and practices empathic communication.
• Listens attentively to others.
• Handles ambiguity, complexity, and conflict well.
• Excellent knowledge of the healthcare environment and how care delivery operates in inpatient and outpatient settings.
• Thrives in diverse workplace environments, readily appreciating difference, equity, and belonging.

Equal Employment Opportunity

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.