Mount Sinai Careers
MANAGER, PATIENT EXPERIENCE
The Mount Sinai Health System
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The Mount Sinai Health System’s commitment to excellence extends beyond delivering world-class health care. The System’s ongoing success is dependent upon our highly motivated, nonclinical professionals working to improve business operations. Our leadership team is driven to provide exceptional service by cultivating a workforce that is dedicated to upholding Mount Sinai’s mission of delivering innovative, breakthrough medicine with compassion and integrity.
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The Patient Experience Manager provides analytical and project management support to staff and leadership in operating more efficiently, primarily as it relates to the patient experience. As a member of the department’s QI Program, the Manager develops, manages and executes performance improvement initiatives to enhance both clinical and non-clinical operations utilizing a wide range of performance improvement tools and methodologies. S/he primarily supports the Institute and each of the clinics with their local patient experience improvement efforts, informed mainly by Press Ganey patient satisfaction trends. The Manager is responsible for managing: proper quality data collection and reporting to all internal and external stakeholders; provision of technical assistance for quality improvement project development and implementation at all sites, evaluation of quality improvement efforts; coordination of health information technology projects that enhance and support real-time data on quality benchmarks; and attendance at hospital and department level Patient Experience and QI meetings, external conferences, and other QI related events.
Duties and Responsibilities:
1. Independently leads, designs, manages, and executes performance improvement initiatives through all phases.
2. Responsible for scoping performance improvement initiatives, acquiring stakeholder buy-in and leadership support, and establishing metrics and milestones.
3. Creates and updates project plans, action items, and meeting minutes.
4. Utilizes expertise in improvement methodologies to appropriately identify the correct design and approach for initiatives.
5. Facilitates each clinic-level monthly quality/patient experience meetings and provides guidance and technical assistance during the meeting.
6. Assists in coordinating the CQI Committee by convening regular meetings, assisting in setting meeting agendas, and taking meeting minutes.
7. Coordinates data collection, analysis, and assessment through both physical observations and system reporting.
8. Documents and presents findings to all levels of staff and leadership.
9. Collaborates with data team to perform complex data analysis to support leadership decision making. Types of data analysis include but are not limited to: process measures and performance metrics, scheduling, productivity, quality measures, and patient satisfaction measures.
10. Creates and administers didactic training curriculum on performance improvement tools.
11. May administer staff training.
12. Develops effective and trusting working relationships with all levels of staff including but not limited to front line staff, administrators, and physician leaders
13. Maintains current knowledge of health care delivery trends and evidence-based solutions for improving the delivery of care and services
14. Monitors and reports results of Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CGCAHPS) and other endorsed customer satisfaction surveys.ms (CGCAHPS) and other endorsed customer satisfaction surveys.
15. Other responsibilities as assigned
Education:• Bachelors' degree in Health Care-clinical or administration, public health, or related quantitative field required.
• Master’s Degree preferred
• Working knowledge of LEAN methodologies
Do you share our dedication to extraordinary service and have what it takes to wear the badge? Apply now!
Who We Are:
Over 35,000 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 Roosevelt, Mount Sinai St. Luke’s, and New York Eye and Ear Infirmary of Mount Sinai.
The Mount Sinai Health System is committed to the tenets of diversity and workforce that are strengthened by the inclusion of and respect for our differences. We offer our employees a highly competitive compensation and benefits package, a 403(b) retirement plan, and much more.
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.