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PATIENT EXPERIENCE MANAGER

BRONX, NY, US


The Manager for Access and Patient Experience is responsible for driving and fostering a culture of patient and family centered care and service excellence, while improving patient & family experience and patient relations across the Center. Provides leadership and works in partnership with all units across the Center to assess and communicate performance expectations about the patient experience as well as design and implement patient experience initiatives.
Organizing and implementing changes to work flows that maximize the patient experience throughout the Center and across traditional roles and processes. Inefficient work flow design leads to poor productivity reducing revenue opportunities as well as patient outcomes leading to unnecessary Emergency department utilization or hospitalization. Examples include patient complaints on access to appointments, medication refills, form completion.
Identifying, introducing and sustaining key competencies to all levels of staff (MD, RN, LPN, PSR, etc) to ensure office staff quality and nursing interaction experiences are maximized.
Prioritizing and redistributing resources to maximize patient access and experience. The Manager will be responsible for utilizing limited resources to address the many areas that are impacting patient experience negatively. Manager will lead to sustained patient experience scores of 88 as measured by Press-Ganey; Reduction in no-show visits by 5% due to process and access improvements.
1. Proficient in Windows-based operating software/systems.

2. Knowledge of external regulations pertaining to Joint Commission, and HIPAA and other agencies

3. Knowledge of operations of complex teaching ambulatory medical practices for underserved adult and pediatric populations

 

OPERATIONAL HOURS:MON-SAT- 8:30A-5P (DAYS VARY)

 

 

Department: Montefiore Medical Group Bargaining Unit: Non Union Campus: MMG  Employment Status: Regular Full-Time Address: 3444 Kossuth Avenue, Bronx
Shift: Day Scheduled Hours: 8:30 AM-5 PM Req ID: 108207 

 

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. 

 

N/A 


Mission:
To heal, to teach, to discover and to advance the health of the communities we serve.

Vision:
To be a premier academic medical center that transforms health and enriches lives.

Values
Define our philosophy of care, they shape our actions and motivate and inspire us to pursue excellence and achieve the goals we have set forth for the future. Our values include:

  • Humanity
  • Innovation
  • Teamwork
  • Diversity
  • Equity