Director of Patient Experience
Apply NowCompany: St. John's Riverside Hospital
Location: Yonkers, NY 10701
Description:
Overview
St. John's Riverside Hospital is a leader in providing the highest quality, compassionate health care utilizing the latest, state-of-the-art medical technology. Serving the Westchester community from Yonkers to the river town communities of Hastings-on-Hudson, Ardsley, Dobbs Ferry and Irvington, St. John's Riverside has been and continues to be a unique and comprehensive network of medical professionals dedicated to a tradition of service that spans generations.
St. John's has been an integral part of the community since the 1890's and its' commitment to provide the community with the most advanced medical services available continues to be the hospitals' vision, mission and value. St. John's Riverside Hospital built itself around an early foundation of nursing and community service. In 1894, the Cochran School of Nursing, the oldest hospital-based school of nursing in the metropolitan area, was founded, thus making the St. John's Nursing Staff more than just the backbone of the hospital, but the heart and soul. St. John's dedicated nurses give superior attention to those who need it most with a strong emphasis on patient and family-focused nursing care.
St. John's Riverside Hospital staff is committed to making life better for all patients. The hospital continues to elevate the services provided with the goal of increasing the quality of life for all who entrust St. John's Riverside Hospital to their care.
Personalized care together with advanced technology is what it means to be Community Strong
Responsibilities
The Director of Patient Experience is responsible for elevating the patient experience for St. John's Riverside Hospital. This position will effectively partner with leadership throughout the hospital to enhance the patient experience with a focus on enhancing patient and staff engagement, quality and safety. Using the vision and mission of the organization as a framework, the Director of Patient Experience will provide leadership and accountability for programs that impact the patient experience to accomplish the growth and service objectives as established by the management team. He/she will establish and maintain strong relationships with St. John's Riverside Hospital leadership teams, effectively communicating performance updates.
The Director of Patient works with nursing and physicians as well as the entire multidisciplinary team to administer data collection, reporting, planning, training, implementation, and communication activities that collectively create high awareness.
Serves as a liaison between St. John's Riverside Hospital and Press Ganey. Reviews Press Ganey materials, attends annual conferences, familiar with all Press Ganey resources. Deals with accounting and payment for all Press Ganey services. Coordinates and negotiates contract with survey vendor and assures optimization of services.
Demonstrates the ability to understand, analyze and translate the statistical patient experience data into identification of best practice and performance improvement initiatives. Serves as a resource for interpreting Press Ganey reports. Demonstrates skill in presentation and delivery of data findings.
Works with relevant departments and individuals to prepare annual patient satisfactions plans with emphasis on areas that need improvement. Monitors periodic performance against plans and works with departments/ individuals in prescribing and implementing action plans. Works closely with nursing to support nursing specific patient experience improvement activities. Creates programs and services and defines processes that address every aspect of the patient/customer encounter.
Develops an annual training plan, which includes coordinating education for key hospital representatives. Provides education and leadership development that ensures consistent delivery of service.
Coordinates/facilitates ongoing education as indicated, and regularly communicates with the key individuals who are responsible for the patient experience to provide support and feedback. Works collaboratively with contract vendor to optimize the training/ information for hospital teams. Regularly coordinates/ communicates with key leadership individuals in the hospital to improve the patient experience.
Works with human resources to arrange for appropriate rewards and recognition for people who demonstrate superior behaviors concerning patient experience; define and arrange for execution of training programs required to improve customer service behaviors throughout the organization. Participates actively in hospital orientation programs for new staff and physicians with emphasis on importance of patient experience and available resources.
Provides managers with patient experience information to post on bulletin boards in standard format in every department. Reports on and/or prepares reports about patient experience for use at departmental, management, physician, HR/Patient committee experience and performance improvement committee meetings. Supplies patient experience information to the Associate VP of External Affairs & Strategic Communication.
Coaches teams and departments on development of customer-centric processes; collaborates with all disciplines to deliver a broad scope of patient and family centered programs.
Performs unrelated duties in times of emergency.
Sitting, standing, walking, bending, good vision, mental alertness.
May require movement throughout the building during the workday.
Strong background in leadership and the use of data to improve processes. Firsthand understanding of processes in the hospital setting that impact patient experience and is skilled in presentation of findings.
Excellent written and verbal communication skills. Knowledge of customer service best practices. Knowledge of statistics and data management.
General office environment
Well lighted and ventilated office
Travel between facilities associated with Riverside Health Care System.
Qualifications
NYS RN license required. Bachelor's degree required. Master's degree in business, organizational development, health care administration required. 3 years experience required
St. John's Riverside Hospital is a leader in providing the highest quality, compassionate health care utilizing the latest, state-of-the-art medical technology. Serving the Westchester community from Yonkers to the river town communities of Hastings-on-Hudson, Ardsley, Dobbs Ferry and Irvington, St. John's Riverside has been and continues to be a unique and comprehensive network of medical professionals dedicated to a tradition of service that spans generations.
St. John's has been an integral part of the community since the 1890's and its' commitment to provide the community with the most advanced medical services available continues to be the hospitals' vision, mission and value. St. John's Riverside Hospital built itself around an early foundation of nursing and community service. In 1894, the Cochran School of Nursing, the oldest hospital-based school of nursing in the metropolitan area, was founded, thus making the St. John's Nursing Staff more than just the backbone of the hospital, but the heart and soul. St. John's dedicated nurses give superior attention to those who need it most with a strong emphasis on patient and family-focused nursing care.
St. John's Riverside Hospital staff is committed to making life better for all patients. The hospital continues to elevate the services provided with the goal of increasing the quality of life for all who entrust St. John's Riverside Hospital to their care.
Personalized care together with advanced technology is what it means to be Community Strong
Responsibilities
The Director of Patient Experience is responsible for elevating the patient experience for St. John's Riverside Hospital. This position will effectively partner with leadership throughout the hospital to enhance the patient experience with a focus on enhancing patient and staff engagement, quality and safety. Using the vision and mission of the organization as a framework, the Director of Patient Experience will provide leadership and accountability for programs that impact the patient experience to accomplish the growth and service objectives as established by the management team. He/she will establish and maintain strong relationships with St. John's Riverside Hospital leadership teams, effectively communicating performance updates.
The Director of Patient works with nursing and physicians as well as the entire multidisciplinary team to administer data collection, reporting, planning, training, implementation, and communication activities that collectively create high awareness.
Serves as a liaison between St. John's Riverside Hospital and Press Ganey. Reviews Press Ganey materials, attends annual conferences, familiar with all Press Ganey resources. Deals with accounting and payment for all Press Ganey services. Coordinates and negotiates contract with survey vendor and assures optimization of services.
Demonstrates the ability to understand, analyze and translate the statistical patient experience data into identification of best practice and performance improvement initiatives. Serves as a resource for interpreting Press Ganey reports. Demonstrates skill in presentation and delivery of data findings.
Works with relevant departments and individuals to prepare annual patient satisfactions plans with emphasis on areas that need improvement. Monitors periodic performance against plans and works with departments/ individuals in prescribing and implementing action plans. Works closely with nursing to support nursing specific patient experience improvement activities. Creates programs and services and defines processes that address every aspect of the patient/customer encounter.
Develops an annual training plan, which includes coordinating education for key hospital representatives. Provides education and leadership development that ensures consistent delivery of service.
Coordinates/facilitates ongoing education as indicated, and regularly communicates with the key individuals who are responsible for the patient experience to provide support and feedback. Works collaboratively with contract vendor to optimize the training/ information for hospital teams. Regularly coordinates/ communicates with key leadership individuals in the hospital to improve the patient experience.
Works with human resources to arrange for appropriate rewards and recognition for people who demonstrate superior behaviors concerning patient experience; define and arrange for execution of training programs required to improve customer service behaviors throughout the organization. Participates actively in hospital orientation programs for new staff and physicians with emphasis on importance of patient experience and available resources.
Provides managers with patient experience information to post on bulletin boards in standard format in every department. Reports on and/or prepares reports about patient experience for use at departmental, management, physician, HR/Patient committee experience and performance improvement committee meetings. Supplies patient experience information to the Associate VP of External Affairs & Strategic Communication.
Coaches teams and departments on development of customer-centric processes; collaborates with all disciplines to deliver a broad scope of patient and family centered programs.
Performs unrelated duties in times of emergency.
Sitting, standing, walking, bending, good vision, mental alertness.
May require movement throughout the building during the workday.
Strong background in leadership and the use of data to improve processes. Firsthand understanding of processes in the hospital setting that impact patient experience and is skilled in presentation of findings.
Excellent written and verbal communication skills. Knowledge of customer service best practices. Knowledge of statistics and data management.
General office environment
Well lighted and ventilated office
Travel between facilities associated with Riverside Health Care System.
Qualifications
NYS RN license required. Bachelor's degree required. Master's degree in business, organizational development, health care administration required. 3 years experience required