Patient Experience Administrator -

Montefiore Health System•Plaza, ND

9d•$88,000 - $110,000•Onsite

About The Position

The Patient Experience Administrator manages health system strategic initiatives and programs designed to enhance patient experience at Montefiore, as measured by HCAHPS and other surveys that factor into Montefiore’s national CMS Star Ratings. The role focuses on coaching front-line healthcare staff and supporting managers and leaders in patient experience efforts, including frequent nurse rounds, nurse manager rounds, and patient-facing staff practices. The Administrator primarily supports Montefiore Mount Vernon Hospital and works with Patient Experience leaders, Network Performance Group team members, and campus-based clinical and operations leaders. The position manages programs, schedules, timelines, and teams to achieve performance outcomes. Prior clinical and patient experience work, along with familiarity with data analysis and patient experience performance measures, is required. The Administrator plans, implements, and oversees patient experience projects and training programs; undertakes projects to improve customer satisfaction; organizes data on training impact and clinician performance; leads project team meetings; coordinates courses and schedules; manages team fiscal planning and budgeting; and assists with training and course planning and onsite coordination.

Requirements

Bachelor’s degree required.
At least 5 years of experience, including at least 2 years in clinical healthcare and/or the patient experience domain.
Demonstrated ability to take initiative on projects and lead others through projects.
Excellent organizational and project management skills, including attention to detail, planning, and time management.
Ability to work within and contribute to a collaborative environment.
Excellent writing skills, including composing effective memos and formal communications.
Excellent reading comprehension and verbal communication skills.
Excellent data analysis skills.
Empathic communication and attentive listening skills.
Ability to deal with ambiguity, complexity, and conflict.
Excellent knowledge of the healthcare environment and care delivery in inpatient and outpatient settings.
Ability to thrive in diverse workplace environments and appreciate difference, equity, and belonging.
Prior clinical experience and work experience in the patient experience field.
Familiarity with data analysis and patient experience performance measures.

Nice To Haves

Master’s degree preferred.

Responsibilities

Plan, implement, and oversee Patient Experience projects and training programs supporting the institution’s mission and strategic goals.
Direct performance improvement projects intended to improve patient experience measures on clinical inpatient units.
Undertake special projects to accelerate improvement in customer satisfaction and patient experience.
Compile and organize data on training program impact on patient experience and clinician performance.
Lead project team meetings as directed by leadership.
Complete work under deadlines and prioritize activities to achieve goals.
Work independently and as a team member.
Demonstrate initiative and cultural humility when working with workforce and community members with diverse backgrounds and perspectives.
Coordinate RCC courses and schedules under team leadership supervision.
Manage fiscal planning and the team budget.
Assist with planning and onsite coordination of trainings and courses under team leadership supervision.
Coach front-line healthcare staff and support managers and leaders in patient experience practices, including frequent nurse rounds and nurse manager rounds.