Director Patient Experience

Job Description

Strength Through Diversity

Ground breaking science. Advancing medicine. Healing made personal.

Roles & Responsibilities:

Provides leadership, guidance, and monitors targeted patient experience improvement initiatives within the assigned area(s) of focus. Collaborates with Talent Development leaders to develop patient experience training programs that support the achievement and sustainability of patient experience goals at Mount Sinai Queens. 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 Senior Director of Patient Experience and the Executive Director.


Utilizes patient experience feedback from a variety of sources, including patient satisfaction surveys and comments, focus groups, complaint information, direct observation, and perspectives from senior leaders, managers, and frontline staff to develop recommendations for key initiatives.

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 data to internal customers.


Coordinates deployment of patient experience improvement training programs; provides status reports of training programs to Executive Director 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 multidisciplinary teams to develop action plans and execute department and/or service line specific tactics specific.



Master’s degree in Healthcare Administration, Business Administration, 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.


Strong verbal, written, and presentation skills, including the ability to deliver persuasive presentation to various audiences.

Strength Through Diversity

The Mount Sinai Health System believes that diversity is a driver for excellence. We share a common devotion to delivering exceptional patient care. Yet we’re as diverse as the city we call home- culturally, ethically, in outlook and lifestyle. 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 work hard to acquire and retain the best people, and to create a welcoming, nurturing work environment where you can develop professionally. We share the belief that all employees, regardless of job title or expertise, can make an impact on quality patient care. 


Explore more about this opportunity and how you can help us write a new chapter in our story! 

Who We Are

Over 38,000 employees strong, the mission of the Mount Sinai Health System is to provide compassionate patient care with seamless coordination and to advance medicine through unrivaled education, research, and outreach in the many diverse communities we serve.


Formed in September 2013, The Mount Sinai Health System combines the excellence of the Icahn School of Medicine at Mount Sinai with seven premier hospital campuses, including Mount Sinai Beth Israel, Mount Sinai Beth Israel Brooklyn, The Mount Sinai Hospital, Mount Sinai Queens, Mount Sinai West (formerly Mount Sinai Roosevelt), Mount Sinai St. Luke’s, and New York Eye and Ear Infirmary of Mount Sinai.


The Mount Sinai Health System is an equal opportunity employer. We promote recognition and respect for individual and cultural differences, and we work to make our employees feel valued and appreciated, whatever their race, gender, background, or sexual orientation. 


EOE Minorities/Women/Disabled/Veterans



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