Manager, Patient Satisfaction

Job Title: Manager

Location: Main Hospital - New Brunswick

Department Name: Patient Satisfaction

Req #: 0000230825

Status: Salaried

Shift: Evening

Pay Range: $85,000.00 - $100,000.00 per year

Pay Transparency:

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Job Overview:

This position is responsible for managing the Robert Wood Johnson University Hospital New Brunswick Patient Experience Department, which includes a patient advocacy program, incoming calls, grievance and complaint event management processes, service excellence and service recovery as well as inpatient rounds throughout the Organization.

This position represents the voice of the individual (patient, family and significant others, community and team members) while collaborating with leaders, medical staff, team members, affiliates, partners and the community to ensure extraordinary patient and family experience.

In addition, this individual should be able to educate and coach staff and team members on data relative to Patient Experience, including CMS public reporting programs (i.e. HCAHPS, etc.), organizational rounding trends and outcomes. This position will report to the Director of the Patient Experience Department.

Qualifications:

Required:

• Bachelor's Degree required
• Experience in using the performance improvement process
• Effective communication and interpersonal skills ability to support, coach, guide, and positively influence all levels of management and staff to achieve desired goals
• Must be able to deal effectively with various levels of hospital personnel and outside customers including patients, families and community groups
• Promote a positive culture across the organization

Preferred:

• LEAN experience preferred
• 2 or more years of leadership and service excellence experience, in a health care setting preferred

Essential Job Functions

• Supervise departmental staff to assure that procedures follow departmental guidelines
• Oversee training, in servicing and assist with annual competencies of staff
• Provides support for technical issues
• Coach and mentor team members and staff, and provide feedback to improve service excellence within the Organization
• Assist with any other Patient Experience department projects
• Review quality and accuracy in the department
• Communicate issues or problems to staff to facilitate improvement and correction
• Review and maintain efficient flow and report process
• Maintain oversight and responsibility for the proper operation, preventative maintenance and timely repair of Departmental equipment
• Recommends replacement and upgrades
• Assist in overseeing staff scheduling to maximize efficiency of services rendered in the Department
• Monitors daily productivity and adjusts staffing levels based on acuity, census and workload
• Assist in reviewing monthly statistical and financial reports with the Director
• Discuss variances and recommend corrective actions
• Assist in leading improvement initiatives in patient experience, through analysis of data: internal (i.e. Rounding and Grievance/Complaint Trends) marketing (i.e. patient experience surveys, Leapfrog) and national publicly reported quality of care and experience data (HCAHPS)
• Assume other duties, projects and committees as assigned based on the needs of the Organization

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.