Strength Through Diversity

Ground breaking science. Advancing medicine. Healing made personal.

Assistant Director, Patient Experience & Cultural Transformation –Mount Sinai Morningside

Under the direction of the Senior Director of Patient Experience and Patient Relations, in collaboration with the President of Mount Sinai Morningside and System Vice President for Patient Experience and Service Excellence, leads and monitors targeted patient experience improvement and cultural transformation initiatives within the assigned area(s) of focus. Collaborates with and actively coaches hospital leaders, department managers, and frontline staff to implement evidence-based strategies to improve the patient experience and drive cultural transformation. Evaluates progress, synthesizes patient feedback, and identifies barriers to success. Role models the mission, vision, and values of Mount Sinai Health System and Mount Sinai Morningside hospital, specifically.

Roles & Responsibilities:

• Collects and analyzes patient feedback to identify ways to improve experience. 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
• Organize and coordinate staff functions on behalf of the Senior Director of Patient Experience and Patient Relations and Hospital President of Mount Sinai Morningside
• Help oversee projects of high importance and manage project calendar to ensure deadlines are being met
• Functions as a resource / content expert for leaders and managers; identifies and shares evidence-based patient experience improvement best practices
• Build strong relationships and work collaboratively with other departments and facilities throughout the hospital and health system. Ensures development of positive, honest and meaningful relationships with frontline staff, supervisors and leadership
• Effectively articulates and helps to advance the goals of improving patient experience and the connection to patient outcomes, patient safety and employee satisfaction
• Effectively articulates and helps to advance the goals of cultural transformation and the connection to employee engagement and patient satisfaction
  Communicates and manages improvement with a positive and supportive approach

Requirements/Qualifications:

• Bachelors’ degree required. Master’s degree in any of the following areas preferred: MPA, MHA, MPH, MS in Health Care Delivery Leadership or MBA.
• 5+ years of prior healthcare industry experience required, preferably in the areas of project management, consumer interaction or patient experience. Experience in healthcare environments preferred.
• Certified Patient Experience Professional (CPXP) and/or Lean Certification preferred.

Strength Through Diversity

The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care. When you join us, you become a part of Mount Sinai’s unrivaled record of achievement, education, and advancement as we revolutionize medicine together. We invite you to participate actively as a part of the Mount Sinai Health System team by:

• Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential
• Serving as a role model confronting racist, sexist, or other inappropriate actions by speaking up, challenging exclusionary organizational practices, and standing side-by-side in support of colleagues who experience discrimination
• Inspiring and fostering an environment of anti-racist behaviors among and between departments and co-workers

We work hard to acquire and retain the best people and to create an inclusive, welcoming and nurturing work environment where all feel they are valued, belong, and are able to professionally advance. We share the belief that all employees, regardless of job title or expertise, contribute to the patient experience and quality of patient care.

Explore more about this opportunity and how you can help us write a new chapter in our history!

Who We Are

Over 42,000 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 hospitals, including Mount Sinai Beth Israel, Mount Sinai Brooklyn, The Mount Sinai Hospital, Mount Sinai Queens, Mount Sinai West (formerly Mount Sinai Roosevelt), Mount Sinai St. Luke’s, and New York Eye and Ear Infirmary of Mount Sinai.

The Mount Sinai Health System (MSHS) provides equal employment opportunity to all its employees and applicants for employment without unlawful discrimination on the basis of their actual or perceived race, creed, color, religion, national origin, sex, gender, gender expression, gender identity, age, disability, marital or parental status, sexual orientation, veteran, immigration, citizenship, or other protected status.

EOE including Veterans and Disabled

Compensation

The Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $78,884.00 - $118,326.00 Annually. Actual salaries depend on a variety of factors, including experience, 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.