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Director of Patient Satisfaction
Posted date [Jan-26-2017]
(ID: 4530)
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 ODA 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.



Bachelors 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

Candidates will not contact you directly. Any relevant candidates will be forwarded by our staff.
Job Title Director of Patient Satisfaction
Post Details
Start Date
Location Brooklyn, NY
Job Type Job Type -> Full-time
Experience Level
Classification Job Classification -> Other
Required Qualifications
Desired Qualifications