Senior Manager, Office of Patient & Customer Experience

Req Number 140897Job DescriptionManages, plans, and organizes the staff and activities of the Patient and Family Centered Care department. Coordinates and instructs educational initiatives. Develops educational programs for staff and volunteers and reports on results.Job Responsibility

Provides leadership to Patient & Customer Experience Education team members, supervisors and managers by communicating and guiding toward achieving department objectives.

Develops, communicates, and builds consensus for goals in alignment with the health system. Ensures consensus for goals in alignment with the health system.

Ensures collaboration between management and staff to develop best practice patient and family centered care initiatives; evaluates strategies to improve the patient and family experience.

Ensures information relevant to program plan development is acquired from hospitals, community agencies or vendors; interprets patient experience scores for performance improvement trends.

Attends hospital and the health system committees and participates in strategizing on patient and family centered care goals for the organization.

Oversees coordination of Language Access Services by Coordinating accessibility of interpreter services and Educating frontline staff.

Oversees The Joint Commission standards throughout patient care services.

Oversees orientation and education of staff on the methodology and objectives of patient and family centered care.

Selects, develops, manages, and evaluates direct reports.

Ensures proactive visits to patients and families are carried out throughout hospital to address and resolve issue or concerns.

Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Job Qualification

Bachelor's Degree required, or equivalent combination of education and related experience.

6-10 years of relevant experience and 5-7 years of leadership / management experience, required.

Additional Salary DetailThe salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).The salary range for this position is $66,220-$108,180/yearIt is Northwell Health’s policy to provide equal employment opportunity and treat all applicants and employees equally regardless of their age, race, creed/religion, color, national origin, immigration status or citizenship status, sexual orientation, military or veteran status, sex/gender, gender identity, gender expression, disability, pregnancy, genetic information or genetic predisposition or carrier status, marital or familial status, partnership status, victim of domestic violence, sexual or other reproductive health decisions, or other characteristics protected by applicable law.