City/State:
Yonkers, New York
Grant Funded:
No
Department:
NPG - Patient Experience
Work Shift:
Day
Work Days:
MON-FRI
Scheduled Hours:
8:30 AM-5 PM
Scheduled Daily Hours:
8.5 HOURS
Pay Range:
$88,000.00-$110,000.00
Job Summary
The Patient Experience Administrator is responsible for managing health system strategic initiatives and programs geared specifically to enhancing the patient experience at Montefiore as measured by the HCAHPS and other surveys that factor into Montefiore's national CMS Star Ratings. Specifically, the Administrator's primary focus will be coaching front-line healthcare staff and supporting managers and leaders in patient experience related efforts. These may include for nurses practices of frequent nurse rounds, nurse manager rounds, and engaging patient-facing staff to support best patient experience practices. This administrator must have prior clinical experience and work experience in this field as well as familiarity with data analysis and patient experience performance measures. This individual will work closely with Leaders of Patient Experience, other team members in the Network Performance Group, and campus-based clinical and operations leaders. The Administrator will need to manage programs, schedules, timelines, and teams in achieving performance outcomes. This position will primarily focus on Montefiore Mount Vernon Hospital.
Essential Functions
Plan, implement and oversee Patient Experience projects and training programs that support the mission and strategic goals of the institution. For example, direct performance improvement projects that lead to improved patient experience measures on Montefiore's clinical inpatient units.
Undertake special projects to accelerate improvement in customer satisfaction and patient experience
Compile and organize data relating to training program impact on patient experience and clinician performance.
Lead and manage project team meetings as directed by leadership.
Demonstrate capacity to complete work under deadline and prioritize activities to achieve prioritized goals.
Demonstrate capacity to work independently and as a team member.
Demonstrate openness, initiative and cultural humility in interfacing with workforce and community members with diverse backgrounds and perspectives.
Demonstrate capacity to coordinate RCC courses and schedules under supervision of team leadership.
Manage fiscal planning and budget for the team.
Demonstrate ability to assist with planning and on-site coordination of trainings and courses under supervision of team leadership.
Qualifications
Bachelors Degree Required
Masters Preferred
5+ years of experience - with at least 2+ years of experience in clinical healthcare and/or patient experience domain Required
Demonstrated ability to take initiative with projects and lead others through projects
Excellent organizational and project management skills including attention to detail, planning and time management skills
Ability to operate within, and contribute to, a collaborative environment
Excellent writing skills- able to compose effective memos and compose formal communication to others
Excellent reading comprehension and verbal communication skills
Excellent data analysis skills
Appreciates and practices empathic communication
Listens attentively to others
Deals well with ambiguity, complexity and conflict
Excellent knowledge of the healthcare environment and how care delivery operate in inpatient and outpatient settings.
Thrives in diverse workplace environments, readily appreciates difference, equity and belonging
Montefiore Medical Center is an equal employment opportunity employer. Montefiore Medical Center 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.
As the academic medical center and University Hospital for Albert Einstein College of Medicine, Montefiore Medical Center is nationally recognized for clinical excellence—breaking new ground in research, training the next generation of healthcare leaders, and delivering science-driven, patient-centered care.
Montefiore is ranked among the top hospitals nationally and regionally by U.S. News & World Report. For more than 100 years we have been innovating new treatments, new procedures and new approaches to patient care, producing stellar outcomes and raising the bar for medical centers in the region and around the world. As we build on this momentum, we continue to advance the practice of medicine and set the standard for excellence.
The mission of Montefiore is to heal, to teach, to discover and to advance the health of the communities we serve.
From its beginning in 1884, as a facility for the care of patients with tuberculosis and other chronic illnesses, to the new millennium, Montefiore has been at the forefront of patient care, research and education and steadfast commitment to its community.
We provide coordinated, compassionate and leading-edge care designed to reach people when and where they need it most. Through highly integrated teams of physicians, nurses, social workers, mental health professionals and other caregivers, we have created an innovative, seamless system of care focused around the patient.
At the intersection of Einstein science and Montefiore medicine is our commitment to scientific inquiry. This commitment has resulted in the creation of the Montefiore-Einstein Centers of Excellence in cancer care, cardiovascular services, transplantation and children’s health, where nationally recognized investigators and multidisciplinary clinical teams collaborate to develop and deliver advanced, innovative care.
We offer advanced, multidisciplinary care across specialties, delivering one standard of excellence for all. Our interventions are designed to help patients understand and manage their illness, advocate for their health, access the right treatments and receive the vital social support they need to flourish. On multiple fronts, Montefiore is developing more effective and less invasive approaches to complex problems from procedures to repair diseased hearts, protocols to treat complex cancers and medical devices designed to meet the needs of growing children.
With nearly 50 primary care locations throughout the New York metropolitan area, we are focusing on accessible, patient-centered primary and preventive care provided by leading physicians in the areas of family and internal medicine, pediatrics, obstetrics and gynecology, and a team of experts in nursing, health education, nutrition and pharmacy.
Montefiore combines its deep commitment to the community with nationally-renowned expertise to reach people in locations easiest for them. Through Montefiore’s School Health Program (MSHP), Primary Care at Home programs, mobile medical and dental health vans and health education initiatives, Montefiore provides primary care services in non-traditional settings.
Through the formation of highly integrated teams of physicians, nurses, social workers, mental health professionals, care managers and other caregivers, we provide care around the patient, when and where they need it.
Montefiore's partnership with Einstein advances clinical and translational research to accelerate the pace at which new discoveries become the treatments and therapies that benefit patients. Together, the two institutions are among 38 academic medical centers nationwide to be awarded a prestigious Clinical and Translational Science Award (CTSA) by the National Institutes of Health.
The second-largest medical residency program in the country, with 1,251 residents and fellows across 89 programs, Montefiore provides the doctors of tomorrow a unique opportunity for education and training in one of the most diverse urban areas in the country — one where the population is global, the disease burden is high, and the need for quality care is great.
The partnership is further strengthened by the dual appointments of faculty and physicians across both organizations—enhancing synergies and collaborations for research, teaching and patient care.
Since 1996, Montefiore has developed advanced models of care management to help patients, especially those with chronic diseases such as diabetes, heart failure and mental illness, achieve better health and improved wellbeing in a cost effective way. Montefiore goes beyond fragmented fee-for-service payments, assuming total responsibility for the quality and costs of care for some of our sickest patients.
Through CMO, Montefiore Care Management, we use a global prepayment or similar strategies to manage care for 200,000 individuals over the continuum, including hospital care, rehabilitation, outpatient care, professional services, home care, mental health counseling, community-based services, remote patient monitoring and many other programs.
Our leadership in coordinating care across multiple settings has earned us federal recognition from the Centers for Medicare and Medicaid Services as a Pioneer Accountable Care Organization. Montefiore's ACO is one of only 32 organizations in the nation, as well as the only one in New York State, to operate under this new model of providing Medicare beneficiaries with higher quality care, while reducing expenditures through enhanced care coordination.