Senior Director, Network Patient Experience Analytics

Westchester Medical Center Health Network; Town of Mount Pleasant (NY); On-site; USD 150,000 - 210,000; Full time

Job summary

Westchester Medical Center Health Network is seeking a Senior Director of Patient Experience Informatics to lead data analytics, reporting, and strategic initiatives across 9 hospitals and ambulatory sites. You will manage analytics programs, coordinate with IT and external vendors, and develop actionable, cadenced dashboards to drive patient experience improvements organization-wide.

The role requires advanced analytic expertise, strong collaboration with senior leaders, and a focus on

Qualifications

• 7 years of experience relevant to patient experience
• Experience in a teaching hospital and/or health administration management is preferred
• Master’s degree in a related field is required

Responsibilities

• Manages WMCHealth Patient Experience Data & Analytics programs across the network
• Serves as key contact for external experience data vendors and liaisons for WMCHealth internal stakeholders
• Oversees support for consumer analytics and patient experience engagement tools
• Acts as internal content expert responsible for providing the organization with consistent and actionable data to drive patient experience improvements across all 9 hospitals within the WMCHealth network
• Designs and implements comprehensive and cadenced patient experience reporting and analytics for WMCHealth, including goal setting and metric monitoring
• Supervises setup of onboarding/off boarding of clinical personnel and locations
• Manages the entire database, including survey modifications and customizations, setting targets for sampling and response rates system-wide
• Collaborates with IT/System Analytics to obtain and provide data and works with IT/Data Warehouse to resolve technical problems related to data
• Compiles, edits, and interprets results using a variety of techniques, ranging from simple data aggregation via statistical analysis to complex data mining
• Identifies best practices, benchmarking, and indicators with correlating results
• Leverages extensive, deep analytical knowledge, and process improvement skills to drive the development of analytical solutions
• Directs and supports site-based patient experience “deep-dives” including reviewing key themes and opportunities for improvement and driving ongoing patient experience initiatives
• Leads initiatives involving exploration and analysis of data across a variety of patient feedback data platforms across the network
• Develops and disseminates dashboards for easy end-user interpretation and analysis to key stakeholders and senior leaders
• Develops tools and resources to help leaders, physicians, and caregivers drive improvement through actionable reporting
• Tracks and trends regulatory publicly reported data, quality, CAHPS, and consumer analytics network-wide
• Prepares regular and special reports regarding hospital service performance for leadership meetings at all levels, including the Board of Trustees
• Adheres to WMCHealth policies and procedures and safeguards organizational assets

Skills

Data analytics

Dashboarding

Stakeholder management

Project management

Vendor liaison

Regulatory reporting

Education

Master's degree in a related field

Tools

Data Warehouse

Survey platforms

Job description

Westchester Medical Center Health Network is seeking a Senior Director of Patient Experience Informatics to lead data analytics, reporting, and strategic initiatives across 9 hospitals and ambulatory sites. You will manage analytics programs, coordinate with IT and external vendors, and develop actionable, cadenced dashboards to drive patient experience improvements organization-wide.

The role requires advanced analytic expertise, strong collaboration with senior leaders, and a focus on