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Job Title: Associate Director, Patient Experience
Job Number:
Organization: The Mount Sinai Hospital
Posted: 6/7/2017
Type: Full-Time
Classification: Health Care - General
Industry: Other
Number of Openings: 1
Location: New York,  NY    USA
Position Description: Under the direction of the System Senior Director of Patient Experience and Patient Relations and the Office of Excellence in Patient Care, provides leadership, guidance, and monitors targeted patient experience improvement initiatives within the assigned area(s) of focus. Works with HCAHPS areas and beyond throughout the hospital to engage staff in how to better understand their data and work to improve their scores. Collaborates with Talent Development leaders to develop patient experience training programs that support the achievement and sustainability of patient experience goals at The Mount Sinai Hospital. Collaborates with administrative, nursing, and physician leaders to implement healthcare communication skills training and educational programs that enhance the patient experience. Role models the mission, vision, and values of MSHS. Functions as a resource to the hospital leadership in overseeing project goals and deliverables.

1. 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.

2. Functions as a resource / content expert for hospital leaders and department managers; identifies and shares evidence-based patient experience improvement best practices. 3. Effectively interprets and explains patient experience data to internal customers.

4. Coordinates deployment of patient experience improvement training programs; provides status reports of training programs to Senior Director and stakeholders (Presidents, CNOs, and CMOs). 5. Serves as a content expert for best practices that contribute to providing an exceptional Patient Experience throughout the hospital. 6. Communicates and manages improvement with a positive and supportive approach.

7. Identifies the primary stakeholders at each site and establishes a positive working relationship. Customizes approach to training delivery and post-training support that aligns most effectively with each site’s culture and resources.

8. Works collaboratively with multidisciplinary teams to develop action plans and execute department and/or service line-specific tactics specific. 9. Collaborates with System Director for Service Recovery to develop and implement service recovery initiatives. 10. Effectively interprets and explains patient experience data to internal customers. 11. Effectively communicates rationale for improving the patient experience. 12. Other duties as assigned

Qualifications: 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 a complex environment.

Master’s Degree in Healthcare Administration, Business Administration, or related field preferred.

Organization Description: Founded in 1852, The Mount Sinai Hospital is one of the nation’s largest and most respected hospitals, acclaimed internationally for excellence in clinical care. Ranked among the top hospitals nationwide, we serve one of the most diverse populations in the world. In the 2015-16 "Best Hospitals" issue of U.S. News & World Report, our institution was ranked in nine specialties nationally, and our pediatric center, The Kravis Children’s Hospital, was listed among the magazine’s list of the country’s best children’s hospitals in seven out of 10 specialties. In addition, our medical center received a Health Care Innovation Award from the Centers for Medicare and Medicaid Services to open the first geriatric emergency department in New York City, and our Mount Sinai Access service is one of the largest and most sophisticated inpatient transfer services in the city.

Closing Date: 9/7/2017
Desired Starting Date:
Contact Name: Erica Rubinstein,  Associate Director, Patient Experience
Contact Location: 1 Gustave L Levy Place

New York   NY  10029
Contact Location: 1 Gustave L Levy Place
  New York   NY  10029
Contact Phone: 212-659-8990 
Contact Fax:
Contact Email:
Web Address:
How to Apply: Please send a cover letter and resume to Erica Rubinstein -

Additional Information:

Web Site Delete Date: 9/7/2017