Patient Experience Administrator

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

Job summary

Montefiore Health System in Yonkers, NY seeks a Patient Experience Administrator to drive strategic initiatives enhancing patient experience across inpatient and outpatient settings. You will coach frontline staff, support managers, and collaborate with leaders within the Network Performance Group to improve HCAHPS and CMS Star ratings.

The role requires clinical background, strong data analysis skills, and the ability to manage programs, schedules, and budgets with a leadership mindset.

Qualifications

• Bachelor's degree required.
• Masters preferred.

Responsibilities

• Plan, implement and oversee Patient Experience projects and training programs.
• 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.

Skills

Project management

Data analysis

Written communication

Verbal communication

Empathic communication

Team collaboration

Adaptability

Organizational skills

Attention to detail

Education

Bachelor's degree

Master's degree

Job description

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.

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.