Job DescriptionDirector-Patient Experience Cullman Institute - Mount Sinai Hosptial -Full-Time-Days Seeking a transformational leader that will provide leadership, guidance, and will monitor targeted patient experience improvement initiatives within the assigned areas of focus. Collaborates with Talent Development leaders to develop patient experience training programs that support the achievement and sustainability of patient experience goals at The Mount Sinai Hospital. Collaborates with administrative, nursing and physician leaders to implement healthcare communication skills training and educational programs that enhance the patient experience. Reports to both the Vice President of Patient Experience for the Mount Sinai Health System and the Chief Medical Officer of the Mount Sinai Hospital.Responsibilities
- Serves as a change agent within the organization
- Utilizes patient experience feedback from a variety of sources including patient experience surveys and comments, focus groups, complaints, leader rounding, direct observation, and perspectives from senior leaders, managers, and frontline staff to develop recommendations for key initiatives.
- Designs and chairs Patient Experience Committee meetings at the overall hospital level and service line level, where appropriate, to drive Patient Experience outcomes
- Functions as resource/content expert for hospital leaders and department managers; identifies and shares evidence-based patient experience improvement best practices.
- Effectively interprets and explains patient experience as well as workforce engagement data to internal customers.
- Coordinates deployment of patient experience improvement programs; provides status reports of training programs to VP, CMO and stakeholders.
- Serves as a content expert for best practices that contribute to providing an exceptional Patient Experience throughout the hospital.
- Communicates and manages improvement with a positive and supportive approach.
- Works collaboratively with System Patient Experience teams along with key stakeholders to develop action plans and execute department and/or service line specific tactics specific.
Qualifications
- Master?s degree in Healthcare Administration, Business Administration, Social Work or related field preferred.
- Three to five years of healthcare or other type of leadership experience with demonstrated success managing teams, developing and managing projects, and implementing patient experience improvement initiatives in complex environment.
- Possesses outstanding ability to forge relationship and partner with key stakeholders such as Nursing, Providers, Operations and Support Service colleagues, to drive experience outcomes
- Strong verbal, written, and presentation skills, including the ability to deliver persuasive presentation to various audiences.
Non-Bargaining Unit, 194 - Cullman Institute - MSH, Mount Sinai HospitalAbout Us
Strength Through Diversity The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care. When you join us, you become a part of Mount Sinai's unrivaled record of achievement, education, and advancement as we revolutionize medicine together. We invite you to participate actively as a part of the Mount Sinai Health System team by:
- Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential.
- Serving as a role model confronting racist, sexist, or other inappropriate actions by speaking up, challenging exclusionary organizational practices, and standing side-by-side in support of colleagues who experience discrimination.
- Inspiring and fostering an environment of anti-racist behaviors among and between departments and co-workers.
At Mount Sinai, our leaders strive to learn, empower others, and embrace change to further advance equity and improve the well-being of staff, patients, and the organization. We expect our leaders to embrace anti-racism, create a collaborative and respectful environment, and constructively disrupt the status quo to improve the system and enhance care for our patients. We work hard to create an inclusive, welcoming and nurturing work environment where all feel they are valued, belong and are able to advance professionally. Explore more about this opportunity and how you can help us write a new chapter in our history!
About the Mount Sinai Health System: Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 43,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time - discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients' medical and emotional needs at the center of all treatment. The Health System includes approximately 7,400 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high Honor Roll status, and are highly ranked: No. 1 in Geriatrics and top 20 in Cardiology/Heart Surgery, Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report's Best Children's Hospitals ranks Mount Sinai Kravis Children's Hospital among the country's best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 14 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek's The World's Best Smart Hospitals ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally. The Mount Sinai Health System is an equal opportunity employer. We comply with applicable Federal civil rights laws and does not discriminate, exclude, or treat people differently on the basis of race, color, national origin, age, religion, disability, sex, sexual orientation, gender identity, or gender expression. We are passionately committed to addressing racism and its effects on our faculty, staff, students, trainees, patients, visitors, and the communities we serve. Our goal is for Mount Sinai to become an anti-racist health care and learning institution that intentionally addresses structural racism.
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