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). 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: 220688 Salary Range/Pay Rate: $138,750.00-$185,000.00 #J-18808-Ljbffr Montefiore Health System
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