Mount Sinai Medical Center

Position: Patient Experience Manager

As Mount Sinai grows, so does our legacy in high-quality health care.

Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami-Dade (including our 674-bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not-for-profit hospital, dedicated to continuing the training of the next generation of medical pioneers.

Culture of Caring: The Sinai Way

Our hardworking, tight-knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.

Position Responsibilities

Job in Miami Beach, FL. Require occasional travel to other Mount Sinai locations in the South Florida Area.

Primary Duties and Responsibilities

• Manage and direct our Patient Experience Department by acting as the Patient Advocate and interacting with patients, family members, physicians and nurses during conflict resolution.
• Responsible for the daily management of employees, complaints and grievances and presents trends, results and improvement plans to top management.
• Responsible for the problem solving and continuous improvement process with Physicians, Nursing and support leaders to identify problem root causes and to define improvement plans to prevent issues from reoccurring.
• Plan and execute Process Audits (Process Confirmation) on each of the nursing floors and operational units across the entire MSMC’s operation, identifying leaders and employees that need special attention and re-training to improve their process and attitude compliance.
• Manages MSMC’s Employee Engagement Program, including managing the budget for financial incentives for employee of the week/month, as well as Culture and Patient Experience training for all new employees. Responsible for the Patient Experience program rollout to other support departments across the organization.
• Responsible for managing MSMC’s systems to track employee performance (HABIT), as well as complaints and grievances tracking HAS (Healthcare Advisory Service).

Education

Requires a Master’s degree in Healthcare Administration, Health Management, Health Services Administration, or related.

Experience

• Requires 1 year of experience as Clinical intern, patient care coordinator, quality improvement specialist, or related roles in the healthcare industry.
• Must possess demonstrated experience with the following:

a. Working in clinical/hospital setting to enhance understating of patient care plans, developing and implementing strategies to enhance patient and physician communication, and developing care plan including treatment plans and therapies to provide best patient outcome and address patents’ concerns.

b. Data collection and data analysis to identify improvement opportunities in patient feedback, operational metrics, and research findings to identify trends, insights, and areas for improvement and operational efficiency within healthcare settings.

c. Utilizing medical terminologies to communicate with both doctors and patients and facilitating the resolution of issues with clarity and precision.

d. Conducting research and staying current with evidence-based literature and best practices to enhance patient satisfaction, foster strong care provider-patient relationships, and drive continuous improvement in healthcare practices.

e. Effectively interacting and communicating with patients, healthcare providers, and interdisciplinary teams.

Must possess demonstrated knowledge with the following: Ethical principles and confidentiality requirements, healthcare regulations, policies, and patient rights to ensure compliance and uphold patient confidentiality in healthcare and research settings.

Other Requirements:

• Must be able to work frequently on weekends and night shifts.

Apply through the Apply Now button below or email your application to cindy.polanco@msmc.com, indicating job number #2025-2.

Benefits

We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs. Our robust employee benefits package includes:

• Health benefits
• Life insurance
• Long-term disability coverage
• Healthcare spending accounts
• Retirement plan
• Paid time off
• Pet Insurance
• Tuition reimbursement
• Employee assistance program
• Wellness program
• On-site housing for select positions and more!