Job Description

We are seeking a Director of Patient Experience to lead initiatives that enhance patient satisfaction, streamline scheduling processes, and provide personalized support throughout the healthcare journey for the Amazon One Medical relationship. This role is dedicated to creating a seamless, patient-centered experience that fosters loyalty and positive outcomes. The Director will be responsible for driving our four pillars of patient satisfaction and brand loyalty: Environment, Expectations, Care Delivery, and Value.

Key Responsibilities:

1. Patient Experience Strategy:

• Develop and implement strategies to enhance the overall patient experience.
• Establish effective methods to measure patient satisfaction and engagement.
• Analyze patient feedback and satisfaction metrics to identify and implement improvements.

2. Concierge Strategy:

• Oversee real-time reputation and quality management to ensure a high standard of care.
• Develop and support a concierge care strategy for business partnerships and ambulatory care services.

3. Scheduling Optimization:

• Work closely with clinical teams to optimize scheduling processes , reducing wait times and improving access to care.
• Collaborate with relevant departments to implement technology-driven scheduling solutions that enhance patient engagement.

4. Staff Leadership and Development:

• Foster a culture of empathy, compassion, and service excellence among staff.
• Develop leadership and employee training materials to align with the organization's patient experience vision.

5. Cross-Department Collaboration:

• Partner with clinical, administrative, and IT teams to align patient experience initiatives across departments.
• Improve communication and coordination between departments to enhance service delivery.
• Serve as the lead relationship manager between organizational partners utilizing Montefiore Medical Center services.

6. Policy and Procedure Development:

• Ensure compliance with regulatory requirements and organizational standards related to patient experience.
• Establish and track key performance indicators (KPIs) to measure progress and outcomes.

7. Community Engagement:

• Engage with community organizations and stakeholders to promote services and improve patient outreach efforts.

8. Budget Management:

• Identify cost-saving opportunities and strategies for resource optimization while maintaining service excellence.

9. Performance Improvement:

• Foster an environment of continuous improvement , ensuring that best practices and innovative strategies are regularly implemented.

Qualifications:

• Bachelor’s degree required; Master’s degree preferred.
• 5+ years of experience in a healthcare patient experience leadership role; hospitality experience is a plus.
• Proven track record of enhancing patient satisfaction and driving cultural and operational change.
• Strong leadership, communication, and problem-solving skills.
• Ability to adapt and innovate in a rapidly evolving healthcare landscape.

If you are passionate about redefining the patient experience and driving service excellence, we invite you to apply!

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