A large, fiscally sound, health system with prominent medical school serving NYC and surrounding suburban areas, seeks to hire a Physician Director of Patient Experience to focus on improving physician/ patient communication for their academic medical centers. This is an exciting opportunity to work as a change agent, Physician Director of Patient Experience to transform the culture of the academic medical centers of the organization by leading the implementation and evolution of patient communication by creating and implementing a strategic and tactical plan.

Responsibilities:

• Guide physicians toward improving patient communication, compliance and outcomes
• Set goals and develop policies for providers, department, and site patient satisfaction
• Develop and implement appropriate strategies to improve patient satisfaction, health services delivery, and employee engagement
• Work alongside leadership in the development of action plans based on report data
• Recognize positive behavior contributions to the organization using praise, appreciation, and rewards.
• Respond to complaints, concerns, and suggestions for improvement while adhering to guidelines for complaint resolution
• Collaborate with third-party patient satisfaction survey company to conduct surveys in the inpatient and outpatient environments and ensure a smooth flow of data feedback to system users
• Promote positive interpersonal relationships among fellow employees, physicians, patients, and visitors
• Set clear expectations for staff by developing job specific customer service expectations and behaviors for each position supervised
• Identify training and staff development needs and ensure training is provided
• Make rounds to meet patient families and assess satisfaction
• Develop programs for new associate orientation, on-boarding process, and new leader orientation

Education Requirements:

• Board Certified MD OR DO required
• MBA, MHA degrees are an added plus

Experience Requirements:

• Successful transformational work history in the Patient Experience, Physician Communication arena
• Must have previous leadership or management experience