Director Patient Experience

City/State:

Yonkers, New York

Grant Funded:

No

Department:

NPG - Patient Experience

Work Shift:

Day

Work Days:

MON-FRI

Scheduled Hours:

8 AM-5:30 PM

Scheduled Daily Hours:

8.5 HOURS

Pay Range:

$168,000.00-$210,000.00

Job Summary

The Director of Patient Experience leads efforts at Montefiore Medical Center (MMC) transforming culture through development of programs, methods, and initiatives to drive quality and service excellence and continually enhance the patient and family experience. The Director serves as a leader who will implement and continue to evolve the patient experience strategic and tactical plan. The Director will serve as a leader who will drive performance improvement in the areas of HCAHPS, Press Ganey, and other surveys that measure patient and family experience at the MMC both inpatient and outpatient. Works directly with executive teams as well as departmental leaders to create and operationalize strategy and organizational goals. Provide leadership and accountability for the management of people, finances and business operations concerning the measuring of patient experience. Interacts with all levels of the organization: Physician groups, administrative and management teams, and all employees to create, implement, monitor and report outcomes of patient and family experience initiatives. In addition, this position will report to the Montefiore Quality Council in making continuous improvement in service initiatives. Provides support in all related quality and performance improvement processes including strategic planning, consultation, education and team facilitation.

Essential Functions

• This position participates in goal setting and policy development for provider, department, and site patient satisfaction.
  * Develop a strategic plan with timed deliverables
• Develop and implement appropriate strategies to improve patient satisfaction, health services delivery, and employee engagement.
  * The strategy outlined to the Patient Experience steering committee, site leadership, and senior leadership
• Assist leadership in the development of action plans based on report data and responsible for monitoring the results of the plan. Lead teams in developing attainable goals based on data analysis to be used in the formulation of action plans.
  * Works with NPG data analyst to review data and develop data-driven strategy and goals.
• Recognizes positive behavior contributions to the organization using praise, appreciation, and rewards.
  * Develop a mechanism to identify and reward associates who model outstanding activities to enhance the patient's experience.
• Respond to complaints, concerns, and suggestions for improvement while adhering to guidelines for complaint resolution. Interact with various departments to address complaints that are submitted from various sources including, but not limited to, our patient survey company, correspondence to executive staff, website portal, and social media platforms. Track all complaints/grievances and disseminate this data system-wide for process improvement.
  * Provides a report of complaints using a standardized taxonomy so that complaints can be cross-walked with other data including patient experience, performance, and outcome.
• Work with a third-party patient satisfaction survey company to conduct surveys in the inpatient and outpatient environments and ensure a smooth flow of data feedback to system users. Employ data analytics to track trends and develop interventions based on data analysis. Ensure access of data to all users.
  * Review of survey responses and performance improvement plans to ensure that there is a return on investment of surveys and that survey data is reviewed and understood by the leaders in the area that is surveyed.
• Promotes positive interpersonal relationships with fellow employees, physicians, patients, and visitors. Treat these individuals with courtesy, dignity, empathy, and respect.
  * It is expected that the Director will model standards for the staff.
• Adheres to, complies with, and demonstrates support for the mission and values of Montefiore.
• Sets clear expectations for staff by developing job-specific customer service expectations and behaviors for each position supervised.
  * Clearly communicates expectations to each employee and establishes the expectations as job requirements and performance appraisal components.
• Identifies training and staff development needs of employees and ensures appropriate training is provided.
  * Actively identifies problems and opportunities for improvement.
• Makes rounds to meet families and assess satisfaction.
  * At least monthly, meet with patients either personally or by phone for feedback.
• In concert with the Learning Network, Customer Service, BIS, and Performance Excellence departments, develop programs for new associate orientation, onboarding process, and new leader orientation.
  * Will deliver the presentation on patient experience to New Associate and New Leader orientation.

Qualifications

• Masters Degree Required - PhD, MD, RN, NP, PA clinician preferred
• 5+ years of Hospitality experience including previous leadership/management experience Required - preferably within Healthcare
• Experience with improvement methodology (PDSA/IHI Model for Improvement, Lean, Six Sigma) preferred 
• Extensive knowledge of Improvement Methodology 
• Strategic planning, leading large scale change management initiatives
• Demonstrated success with program management 
• Excellent leadership, communication, presentation skills and the ability to influence required.  
• Past work successfully managing patient experience initiatives

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.