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Director of Patient Satisfaction

Posted by: Tova

Posted date: Mar-10-2017

Location: Brooklyn, NY

Director/Manager of Patient Satisfaction

Responsible for analysis and monitoring patient satisfaction and experience scores for trends and opportunities; using data to direct cross market projects/pilots, planning, implementation, and evaluation. Works collaboratively with management to evaluate and monitor internal survey data vendors, point of services surveys, quality committees, and improvement initiatives and outcomes related to patient perception/experience. Provides monthly status updates/reports on progress to leadership.

Job Duties and Responsibilities

· Conducts routine monitoring and analysis of patient experience and patient satisfaction survey data. Collaborates with leadership, physicians, and teammates on a regular basis to ensure an optimal patient experience.

· Provides strong knowledge of best practice, service improvement, statistical analysis, and problem solving to improve the patient experience.

· Consistently exhibits behavior and communication skills that demonstrate commitment to superior customer service and quality of care.

· Responsible for developing and delivering solutions that drive organizational and individual performance to achieve key organizational strategies to support the goals of leadership.

· Responsible for design and implementation of patient perception programs and activities such as point of service surveys, question testing and development, organization hot spot identification.

· Ability to collaborate with management to identify, measure and support development of operational workforce competencies.

· Consults, facilitates, and promotes standardized methodologies and programs to support organizational and individual development to meet goals and business needs.

· Leads the delivery of organizational assessments, engagement surveys, and supporting action oriented interventions and strategies to include developing action plans and keeping departments accountable to those action plans.

· Keeps abreast of industry trends, benchmarks and best practices in the areas of quality and patient experience.

· Designs and identifies key metrics for each function to determine overall effectiveness.

· Oversight of patient satisfaction scores within Practices and assists in developing Action plans to meet metrics.

· Develops implements and facilitates survey interpretation training for Teammates.

· Uses, protects, and discloses protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.

· Performs additional duties as assigned.



Bac helors degree, Masters degree preferred.


Experience in patient/satisfaction surveys, leadership development, succession planning.

3 yrs. Experience in data analysis, interpretation, and project planning.

3 yrs. Experience leading multiple initiatives, projects and cross-functional teams.

Demonstrated experience consulting with senior management and other departments on a wide array of initiatives.

Experience in a healthcare system required.

Knowledge, Skills and Abilities:

Experience in Microsoft Office (Word, PowerPoint & Excel).

Experience with data analytic interpretation.

A passion for people and their growth and development.

Ability to work with many cross-functional teams.

Ability to work and communicate in a fast paced environment.

Excellent verbal, written and interpersonal communication skills.

Excellent planning and organizational skills.

Please send resumes to
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