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DIRECTOR PATIENT EXPERIENCE

YONKERS, NY, US


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.  MD, PhD, RN, NP, PA clinician preferred  . 5 years of hospitality experience including previous leadership/management experience.

Preference given to candidates with a quality background in healthcare.  
PI experience and certification in one or more of the following: IHI Model for Improvement, Lean Healthcare/Toyota Production Systems, Six Sigma, PDSA cycles.

Extensive knowledge of CQI tools and techniques- IHI, Lean and/or Six Sigma
Strategic planning, leading large scale change management initiatives
Demonstrated success with program management 
Excellent leadership, communication, presentation skills and the ability to influence required.  

 

Department: Network Performance Group Bargaining Unit: Non Union Campus: MOSES  Employment Status: Regular Full-Time Address: 6 Executive Plaza, Yonkers
Shift: Day Scheduled Hours: 8:30 AM-5 PM Req ID: 98322 

 

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

 

 

 


Nearest Major Market: Yonkers
Nearest Secondary Market: New York City