DIRECTOR PATIENT EXPERIENCE

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Job description

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 HCAPHPS, 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.

Education/Skills:

Master's Degree required.

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

5 years of hospitality experience including previous leadership/management experience

Preference given to candidates with a quality background in healthcare.

Experience with improvement methodology (PDSA/IHI Model for Improvement, Lean, Six Sigma

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To learn more about the "Montefiore Difference" - who we are at Montefiore and all that we have to offer our associates, please click .

Diversity, equity and inclusion are core values of Montefiore. We are committed to recruiting and creating an environment in which associates feel empowered to thrive and be their authentic selves through our inclusive culture. We welcome your interest and invite you to join us.

Montefiore is an equal employment opportunity employer. Montefiore 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.

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