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 responsible for enhancing patient experiences at Montefiore, particularly at Mount Vernon Hospital. The role includes coaching healthcare staff, managing projects, and analyzing data to improve performance based on patient experience measures.

The ideal candidate will possess a bachelor's degree, with a master's preferred, and have over 5 years of relevant experience in clinical healthcare and patient experience initiatives. Strong organizational and communication skills are essential for success in this role.

Qualifications

• 5+ years of experience in clinical healthcare and/or patient experience.
• Ability to lead projects and initiatives.
• Excellent attention to detail and planning.

Responsibilities

• Manage patient experience projects and training programs.
• Compile data on program impact and clinician performance.
• Lead project team meetings.

Skills

Organizational skills

Project management

Data analysis

Verbal communication

Written communication

Education

Bachelor's degree

Master's degree

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 primary focus will be coaching front‑line healthcare staff and supporting managers and leaders in patient‑experience related efforts, including frequent nurse rounds and engaging patient‑facing staff to support best practices. The administrator must have prior clinical experience and familiarity with data analysis and patient experience performance measures. The role involves working closely with Leaders of Patient Experience, other Network Performance Group members, and campus‑based clinical and operations leaders to manage programs, schedules, timelines, and teams to achieve performance outcomes. This position primarily focuses on Montefiore Mount Vernon Hospital.

Location

Yonkers, New York

Job Details

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

Essential Functions

• Plan, implement and oversee Patient Experience projects and training programs that support the mission and strategic goals of the institution.
• 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.
• 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, with 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 communication.
• 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 operates in inpatient and outpatient settings.
• Thrives in diverse workplace environments, readily appreciating difference, equity, and belonging.

Equal Employment Opportunity Statement

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.