Job Description

Director-Patient Experience Cullman Institute - Mount Sinai Hosptial -Full-Time-Days 

Seeking a transformational leader that will provide leadership, guidance, and will monitor targeted patient experience improvement initiatives within the assigned areas of focus. 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. Reports to both the Vice President of Patient Experience for the Mount Sinai Health System and the Chief Medical Officer of the Mount Sinai Hospital.

• Serves as a change agent within the organization
• Utilizes patient experience feedback from a variety of sources including patient experience surveys and comments, focus groups, complaints, leader rounding, direct observation, and perspectives from senior leaders, managers, and frontline staff to develop recommendations for key initiatives.
• Designs and chairs Patient Experience Committee meetings at the overall hospital level and service line level, where appropriate, to drive Patient Experience outcomes
• Functions as resource/content expert for hospital leaders and department managers; identifies and shares evidence-based patient experience improvement best practices.
• Effectively interprets and explains patient experience as well as workforce engagement data to internal customers.
• Coordinates deployment of patient experience improvement programs; provides status reports of training programs to VP, CMO and stakeholders.
• Serves as a content expert for best practices that contribute to providing an exceptional Patient Experience throughout the hospital.
• Communicates and manages improvement with a positive and supportive approach.
• Works collaboratively with System Patient Experience teams along with key stakeholders to develop action plans and execute department and/or service line specific tactics specific.

• Master?s degree in Healthcare Administration, Business Administration, Social Work or related field preferred.
• 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 complex environment .
• Possesses outstanding ability to forge relationship and partner with key stakeholders such as Nursing, Providers, Operations and Support Service colleagues, to drive experience outcomes
• Strong verbal, written, and presentation skills, including the ability to deliver persuasive presentation to various audiences.

Non-Bargaining Unit, 194 - Cullman Institute - MSH, Mount Sinai Hospital

Strength through Unity and Inclusion

The Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care. When you join us, you become part of Mount Sinai’s unparalleled legacy of achievement, education, and innovation as we work together to transform healthcare. We encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports the success of every individual. This includes advocating for equitable policies, addressing barriers that limit potential, and standing in solidarity with colleagues who face unfair treatment.

At Mount Sinai, our leaders are committed to fostering a workplace where all employees feel valued, respected, and empowered to grow. We strive to create an environment where collaboration, fairness, and continuous learning drive positive change, improving the well-being of our staff, patients, and organization. Our leaders are expected to challenge outdated practices, promote a culture of respect, and work toward meaningful improvements that enhance patient care and workplace experiences. We are dedicated to building a supportive and welcoming environment where everyone has the opportunity to thrive and advance professionally. Explore this opportunity and be part of the next chapter in our history.

About the Mount Sinai Health System:

Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 48,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients’ medical and emotional needs at the center of all treatment. The Health System includes more than 9,000 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics, top 5 in Cardiology/Heart Surgery, and top 20 in Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report’s “Best Children’s Hospitals” ranks Mount Sinai Kravis Children's Hospital among the country’s best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 11 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek’s “The World’s Best Smart Hospitals” ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally. 

Equal Opportunity Employer Minorities/Women/Disabled/Veterans

The Mount Sinai Health System is an equal opportunity employer, complying with all applicable federal civil rights laws. We do not discriminate, exclude, or treat individuals differently based on race, color, national origin, age, religion, disability, sex, sexual orientation, gender, veteran status, or any other characteristic protected by law. We are deeply committed to fostering an environment where all faculty, staff, students, trainees, patients, visitors, and the communities we serve feel respected and supported. Our goal is to create a healthcare and learning institution that actively works to remove barriers, address challenges, and promote fairness in all aspects of our organization.

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 $117000 - $208000 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.

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