Patient Experience Administrator

3000 Montefiore Medical Center; United States; On-site; USD 88,000 - 110,000; Full time

Benefits offered by this job

Insurance benefits

Job summary

Montefiore Medical Center in Yonkers, NY seeks a Patient Experience Administrator to lead strategic initiatives enhancing patient experience measured by HCAHPS and CMS indicators. You will coach frontline staff, support managers, and coordinate programs across care settings.

The role requires clinical experience, data analysis proficiency, and strong project management—duties include budgeting, scheduling trainings, and guiding teams to achieve performance outcomes in a dynamic, diverse

Qualifications

• Bachelor's Degree required.
• Master's degree preferred.
• 5+ years of experience with at least 2+ years in clinical healthcare and/or patient experience.
• Demonstrated ability to take initiative and lead projects.
• Excellent organizational and project management skills.
• Excellent written and verbal communication skills; data analysis capability.

Responsibilities

• Plan, implement and oversee Patient Experience projects and training programs.
• Direct performance improvement projects enhancing patient experience on inpatient units.
• Coordinate and support nurses and staff engagement in patient experience best practices.
• Compile and organize data on training impact and clinician performance.
• Lead project team meetings and manage timelines and budgets.
• Protect data accuracy and maintain collaborative relationships with diverse teams.

Skills

Project management

Healthcare experience

Data analysis

Empathic communication

Written communication

Team leadership

Education

Bachelor's degree

Master's degree preferred

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.

Calling All Nurses! Nurse Recruitment Hotline: [phone]; Monday-Friday: 9am-4pm

Since its inception in 1884, Montefiore’s mission has been to heal, to teach, to discover and advance the health of the communities we serve.

Montefiore's state-of-the-art facilities include the internationally-recognized Children’s Hospital at Montefiore and our Notable Centers of Excellence - Montefiore Einstein Center for Cancer Care, Montefiore Einstein Center for Heart and Vascular Care, Montefiore Einstein Center for Transplantation.

Combined with a growing number of locations for primary and specialty care throughout the Bronx and Westchester County, Montefiore is the ideal organization to apply and hone your expertise.

An assortment of insurance products and discount programs through Voluntary Benefits. Check out our comprehensive benefits available to you when you join our outstanding team!

To heal, to teach, to discover and to advance the health of the communities we serve.

To be a premier academic medical center that transforms health and enriches lives.

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