PATIENT EXPERIENCE ADMINISTRATOR

Overview: 

This position is responsible for developing and enforcing an organizational culture of service where patient and family experiences are a priority, with a focus on patient access, scheduling and uniformity of the patient experiences throughout all hospital and outpatient imaging locations.  The Patient Experience Administrator is responsible for working on various projects with physicians, technologists and administrative staff throughout the enterprise to improve workflows and efficiencies, promote a patient-centric mindset and help increase volume.

Position Responsibilities/Job Duties:

• Lead the department in patient experience initiatives
• Work directly with the call Center to ensure patients are getting appointments that work for them, not just next available
• Work with department leadership on engaging patients with Epic
• Manage surveys, patient complaints and grievances, including investigations, trends and improvement opportunities
• Helps to ensure consistent reporting practices of survey results
• Develop and conduct formalized patient experience customer service training and educational sessions for new and existing associates.  Provide framework for associates’ growth.
• Train technologists on how to communicate with patients and external stakeholders, including referring clinicians, other techs, front end staff, nurses and radiologists.
• Create, maintain and distribute monthly training calendar, communicate course offerings to radiology associates
• Continually reviews training materials to be sure they are kept current, identify new training and development goals within the institution.  Evaluate effectiveness of training curriculum.
• Performs role playing with radiology staff
• Manages social media accounts, monthly radiology newsletter; works with marketing department to update webpage, plans and executes department events
• Communicates regularly via verbal and written correspondence about both positive and negative experiences
• Collects, analyzes and acts on data information
• Assists in writing and developing policies and procedures
• Recognizes and responds to problems with potential solutions in a highly professional, confidential and sensitive manner.
• Assists in maintaining a focus on patient experience through weekly leadership meetings and communication
• Serves as a role model and leader for customer service
• Promotes a culture of accountability, ethical behavior, and adherence to policies and procedures.
• Cultivates innovation, creates new and better ways for the organization to be successful.

Education, Training, Work Experience Qualifications:

• Must have a bachelor’s degree
• Master's degree preferred
• 5 years progressive experience in a clinical practice role working directly with patients, families
• Experience with driving a culture of patient centricity
• Demonstrated results managing system wide initiatives and managing change
• Self-motivator with ability to control own schedule and be an independent decision-maker.
• Possesses attributes of empathy, compassion, patience and positivity, and the ability to have a motivating effect on others.
• Passionate about improving the patient’s experience of care.

Knowledge Required:

• Must have knowledge of patient care and patient problems
• Prior knowledge of industry patient satisfaction surveys, reporting and associated process management specific to ambulatory, hospital, health care settings.
• Customer-driven personalized service
• Ability to establish credibility and manage and maintain effective interpersonal relationships with all levels of staff, patients, families and outside partners.
• Being a team player and able to foster collaboration
• Active listening skills
• Ability to process and handle confidential information with discretion.
• Excellent interpersonal and verbal and written communication skills.
• Proficiency with Microsoft Office and Epic software
• Ability to analyze, organize, and prioritize work under pressure while meeting deadlines.
• Skill in completing assignments accurately and with attention to detail
• Presents a friendly, positive, approachable, professional demeanor and appearance with energy and enthusiasm.

Department: Radiology Bargaining Unit: Non Union Campus: MOSES  Employment Status: Regular Full-Time Address: 111 East 210th Street, Bronx
Shift: Day Scheduled Hours: 8:30 AM-5 PM Req ID: 221082 Salary Range/Pay Rate: $67,593.82 - $90,125.10    

For positions that have only a rate listed, the displayed rate is the hiring rate but could be subject to change based on shift differential, experience, education or other relevant factors.

To learn more about the “Montefiore Difference” – who we are at Montefiore and all that we have to offer our associates, please click here.  

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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