• Associate Director, Patient Experience

    Location US-NY-New York
    Posted Date 1 month ago(12/20/2018 9:35 AM)
    Job ID
    Patient, Family, & Visitor Services
    Emp Status
    Regular Full-Time
    Hours per Week
  • Overview

    Job Description:

    The Associate Director of Patient Experience provides the overall leadership and direction for the identification, investigation, follow up and resolution of customer service issues.  This position will manage the staff and operation of the Patient Experience Advocacy program, interpret and uphold regulatory guidelines on patient rights, ensure compliance to regulatory guidelines and work with patients, families and support persons to resolve dissatisfactory experiences to minimize risk to the organization. 

    The Associate Director will also be responsible for leading service improvement initiatives based on the analysis of patient dissatisfaction trends and will collaborate with key stakeholders across the organization to enhance service delivery to patients and support persons.  This may include the development of new processes, guidelines and training programs to impact care processes.



    • Bachelor’s degree required, Master’s degree preferred
    • Minimum of 3-5 years of healthcare experience, coupled with progressive management experience
    • Excellent communication skillset with demonstrated success in conflict resolution
    • Knowledge of regulatory requirements on patient rights and CMS guidelines on complaint and grievances.


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