Manager, Patient Satisfaction

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 supports the efforts of the Director of Quality and Assistant Vice President of Quality, Safety and Experience in transforming culture through the development and execution of programs, methods and initiatives to enhance and propel the patient and family experience. The manager will assist with management of a patient family advisory council, grievance and complaint resolution processes, and service excellence. The Manager is responsible for working with leaders, physicians, clinical and nonclinical staff on implementing continuous improvement initiatives that support the delivery of the best possible healthcare experience.

Qualifications:

Required:

• High school diploma
• Previous customer service and administrative experience/training is required
• Excellent analytical skills
• Exceptional skills with Microsoft Office applications (including access)
• Strong proven leadership, project management, and execution skills
• Superb communication skills, both written and verbal Demonstrated change agent, self-starter and team player
• Able to work independently and handle multiple priorities
• Capable of leading the charge (sometimes from behind) and thinking "out of the box"
• Comfortable challenging the status quo while able to work diplomatically to keep stakeholders engaged - Able to persuade others and gain commitment
• Understands context of assignments and tasks and able to be flexible and adaptable to changing roles & priorities

Preferred:

• Bachelor s Degree

Scheduling Requirements:

• Shift-Day/Flexible Hours
• Monday-Friday
• Full Time

Essential Functions:

• Serves as a liaison between the RWJBarnabas Health System, NBIMC and the employees, the patients, family members, caregivers and visitors that we serve
• Oversee training, in servicing and annual competencies of staff such as new hire orientation, AIDET training, MARTTI Training, Press Ganey and Verge Training
• Oversee and manage the various patient experience systems currently in place and utilized on a daily basis such as: (Verge, Press Ganey, MARTTI, etc)
• Develop and implement a strategic plan for the patient experience department that coincides with the RWJBarnabas mission and vision
• Oversee the patient safety event reporting system and ensure grievances and complaints are completed in the appropriate turnaround time as needed as per our policies and procedures
• Also, ensure all grievance letters go out in the appropriate timeframe as needed
• Work in synergy with all other performance improvement programs and organizational goals, in order to support continuous improvement in all service initiatives
• Collaborate closely with the Marketing and Employee Engagement Departments to ensure cohesiveness when it comes to implementing new tactics for our patients and our employees
• Serve as a key member in overseeing the monthly Patient and Family Advisory Council (PFAC) Meetings, ensure a strategic plan of what to focus on is done on a yearly basis, work with them on new ideas and new trainings to implement across the hospital, and assist them in anything they need when those who volunteer are here at the hospital
• Initiate performance improvement in the HCAHPS areas, as well as Press Ganey by working with the CNO and the appropriate Directors to set targets and tactics to reach those targets in preparation for quarterly report outs
• Analyze all data available to us such as HCAHPS, Patient Relations Data, Comment reports, etc. to make the necessary changes in the evolving healthcare industry and adjust to the trends
• Responsible for leading and educating our staff and patients on what we have available for our LEP patients to ensure we meet their needs and provide high quality safe care
• Also, work closely with the Per Diem Interpreter in house on ensuring our deaf patients who need interpreters have one
• Supervise as a point of contact for the Decision Support Analyst, Patient Service Representatives, and interns to help coach them while assisting patients, colleagues, and leaders
• Collaborate with other patient experience teams across the system and the VP of Patient Experience to share best practices, new ideas, strategies, etc. to ensure we are all on the same page across the system
• Work closely with the Leadership Coach to improving coaching and leadership skills. - Serves as the lead for scheduling, coordinating and revising as needed the HWO for Experience Training

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.