Job Description

Job Overview:

The Manager, Patient Experience is responsible for managing activities in support of creating a culture of excellence and continuous improvement of the experience of patients and families. This position works under and in collaboration with the Senior Director of Experience to assist with management of a patient/youth advisory group, grievance and complaint management processes, and service excellence. This position represents the voice of the individual (patient, staff, family, and team members) while collaborating with leaders, team members, affiliates and community to support the delivery of extraordinary healthcare experience.

Qualifications:

Required:

• High School diploma
• Bachelor Degree preferred or 3 years supervisory experience
• Five years of prior customer service experience

Preferred:

• A minimum of three years healthcare experience with pediatric population
• Rehabilitation experience
• Experience working with interdisciplinary teams

Certifications and Licenses Required:

• N/A

Scheduling Requirements:

• Full Time

Essential Functions:

• Collaborates with leaders across the organization to effectively train staff to project a positive and outgoing attitude as well as take a passionate approach to customer service
• Educates staff and patients/families on effective use of patient satisfaction measurement processes
• Educates patients, families and staff on digital patient engagement system
• Assures patient satisfaction through frequent, proactive visits to outpatient sites, inpatient rehab and LTC units
• Engages in direct contact with staff in order to increase engagement.
• Models leadership rounding with patients and families to ensure positive outcome and staff collaboration
• Interacts in stressful situations with patents and their families to ensure high quality outcomes
• Encourages input from staff on providing exceptional customer service to our patients, families, and staff implements workable solutions
• Builds relationships with key departments responsible for resolving patient complaints in order to streamline resolution process
• Develops policies and procedures that support optimal Patient Experience within the organization
• Provides/assists with on the spot resolution management and support/coordination with staff as necessary
• Analyze and measure results from all sources of patient feedback
• Documents accurately patient/family interactions. Ensures accurate record keeping, tracking and trending of patient issues
• Monitors complaint/grievance resolution and makes program improvements where necessary to improve processes and increase timeliness of response to patient issues
• Utilizes reports from digital patient experience system to address potential improvements and/or to communicate success to key staff
• Monitors patient satisfaction measurement results for both inpatient and outpatient and collaborates with team for improvement
• Maintains communication with patient experience vendors
• Cultivates familiarity with inpatient families, including preferences and areas for improvement
• Regularly available onsite during normal business hours to assist with service recovery needs
• Performs other duties as necessary

• Benefits and Perks:

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered,

high-quality academic medicine in a compassionate and equitable manner, while delivering

a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer

RWJBarnabas Health is an Equal Opportunity Employer

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