Senior Director, Patient Experience Analytics & Informatics

Westchester Medical Center Health Network; Town of Mount Pleasant (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

Westchester Medical Center Health Network seeks a Senior Director of Patient Experience Informatics to lead decision support and enterprise-wide outcomes. The role oversees data analytics, reporting, and transparency of patient experience data across all 9 WMCHealth hospitals and ambulatory services.

Responsibilities include managing data programs, vendor relations, consumer analytics tools, and the development of actionable dashboards for leaders and the Board.

Qualifications

• 7 years of experience in patient experience or related health administration
• Experience in a teaching hospital and/or health administration management preferred
• Proficiency in analyzing and interpreting patient experience data
• Excellent customer service, interpersonal communications, critical thinking, problem solving, and conflict resolution skills
• Excellent analytic skills including planning, organizing, and troubleshooting
• Ability to work under minimal supervision in high-stress, multitask environments
• Team collaborator able to work across a large matrix organization
• Proficiency with office equipment and computer applications

Responsibilities

• Manages WMCHealth Patient Experience Data & Analytics programs across the network
• Serves as key contact for external experience data vendors and internal stakeholders
• Oversees support for consumer analytics and patient experience engagement tools
• Delivers consistent, actionable data to drive patient experience improvements across 9 hospitals
• Designs and implements comprehensive reporting and analytics with goals and metrics
• Oversees onboarding/offboarding processes for clinical personnel and locations
• Manages the database, survey modifications, sampling targets, and responses network-wide
• Collaborates with IT/System Analytics and IT/Data Warehouse to resolve data issues
• Compiles, edits, and interprets results using various statistical techniques and data mining
• Identifies best practices, benchmarking, and indicators with correlating results
• Drives development of analytical solutions and process improvements
• Leads site-based patient experience deep-dives to identify improvement opportunities
• Leads data exploration across multiple patient feedback platforms
• Develops dashboards for end-user interpretation and key stakeholders
• Develops tools and resources to help leaders drive improvements through reporting
• Tracks regulatory data, quality metrics, CAHPS, and consumer analytics network-wide
• Prepares reports for leadership meetings including Board of Trustees
• Adheres to policies and safeguards organizational assets

Skills

Data analysis

Patient experience data interpretation

Problem solving

Critical thinking

Interpersonal communication

Education

Master's degree in related field

Job description

Westchester Medical Center Health Network seeks a Senior Director of Patient Experience Informatics to lead decision support and enterprise-wide outcomes. The role oversees data analytics, reporting, and transparency of patient experience data across all 9 WMCHealth hospitals and ambulatory services.

Responsibilities include managing data programs, vendor relations, consumer analytics tools, and the development of actionable dashboards for leaders and the Board.