Manager, Patient Experience - Mineola

NYU Langone Hospital-Long Island is a 591-bed university-affiliated medical center, which offers sophisticated diagnostic and therapeutic care in virtually every specialty and subspecialty of medicine and surgery. We are a major regional healthcare resource with a deep commitment to medical education and research, offering a full complement of inpatient and outpatient services. At NYU Langone Health, equity and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace inclusion and individual skills, ideas, and knowledge.

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Position Summary:
We have an exciting opportunity to join our team as a Manager, Patient Experience - Mineola.

In this role, the successful candidate is responsible for driving the organizations patient-centered and service excellence strategies. Collaborates with department heads, team leads, and key stakeholders to coordinate and provide support for all patient experience improvement and service excellence initiatives. Provides direct supervision of patient experience improvement personnel.

Job Responsibilities:

* Contribute to creating the overall vision and strategy for patient experience and service excellence.
* Works closely with the data and performance analytics team to analyze and disseminate qualitative and quantitative improvement data.
* Serve as the primary liaison between external vendors (Press Ganey et al) and NYU Langone Health. Ensures credibility of survey processes and results.
* Collaborate with key stakeholders to identify and quantify key performance measures, outcomes measures, and process metrics.
* Facilitate implementation of data-driven, customized, evidence-based tactics and tools.
* Design communication and engagement materials in a user-friendly and meaningful format, consistent with institutional branding and design guidelines, using industry-standard design tools, as needed.
* Serve as a trusted, influential change agent to enhance the implementation of best practices through revision, coaching, mentoring, teaching, and validation.
* Help develop and participate in reward and recognition initiatives to increase employee engagement and accountability.
* Collaborate with others to disseminate best practices at the local and national level. This includes podium or presentations, round tables, publication, etc.
* Pursues continued professional development including but not limited to leadership development, continuing education, and certifications.
* Stay informed about trends in patient experience, service excellence, and employee engagement through peer facilities, on-line forums, vendors, periodicals.
* Recruit, hire, and manage patient experience personnel. Delegate assignments efficiently and effectively and monitor them through completion using defined expected outcomes and time parameters.
* Evaluate staff performance, approaching the performance review process constructively and conducting it in accordance with Human Resources and departmental guidelines and procedures.
* Address any performance-related issues promptly. Offer continuing guidance. and assistance to employees on work activities, procedures, and performance-related issues.
* Performs other duties as assigned.

Minimum Qualifications:
To qualify you must have a Bachelor Degree in Healthcare Administration, Business Administration or related field; OR an equivalent combination of experience and/or education. 1-2 Years of supervisory and management experience.

Preferred Qualifications:
Masters Degree in Healthcare Administration, Business Administration, or related field.
Knowledge of HCAHPS and other similar survey tools. Knowledge of and experience with methods that engage end users. Excellent communication (both written and oral), organizational, interpersonal, leadership, analytical, and problem-solving skills. Adept using Microsoft Office applications (Outlook, Word, Excel, Power Point).

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Hospital-Long Island provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.

At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

NYU Langone Hospital-Long Island is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online.

View Know Your Rights: Workplace discrimination is illegal.

NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $92,710.42 - $129,675.00 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

To view the Pay Transparency Notice, please click here