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Patient Experience Manager
2 months ago
Hackensack Meridian Health is seeking a highly skilled Patient Experience Manager to join our team. As a key member of our organization, you will be responsible for executing, participating, and monitoring the Office of Experience strategies deployed across the network to create an exceptional human experience for individuals, families, and visitors.
Key Responsibilities- Manage all aspects and functions of the Office of Patient Experience, ensuring compliance with federal, state, and local standards, guidelines, and regulations.
- Recruit, hire, and supervise experience team members, delivering human experience education and coaching programs for the organization.
- Communicate and act as a role model of the network mission, vision, and values in accordance with our high reliability culture.
- Deploy and monitor hospital-wide human experience performance improvement programs and strategies that are consistent with strategic goals and objectives of the network.
- Utilize measurement tools to monitor, improve, and/or recognize/reward experience results.
- Lead efforts to improve the experience through analysis of data: internal (i.e., Rounding and Grievance/Complaint Trends) marketing (i.e., patient experience surveys, Leapfrog, US News, GPTW, etc.) and national publicly reported quality of care and experience data (i.e., HCAHPS, MACRA, etc.).
- Assume other duties, projects, and committees as assigned.
- Bachelor's degree in a related field.
- 2+ years of leadership experience.
- 5+ years of experience in healthcare administration, Patient Experience, Social Services, Customer Service, or a related field.
- Master's degree in Healthcare Administration, Business Administration, or a closely related field (preferred).
- Management skills to include competency in budget, human resource management, process improvement.
- Demonstrated ability to communicate with a diverse consumer population and all levels of a complex organization.
- Established analytical, problem-solving, and decision-making skills.
- Capacity to collaborate with diverse populations of team members and physicians to gain consensus and achieve results.
- Demonstrated ability to interact with and advocate for healthcare consumers and their families resulting in an exceptional human patient experience and creating brand loyalty.
- Proven writing, public speaking, and presentation skills.
- Established coaching skills that inspire team members, leaders, and physicians to execute and comply with network strategies.
- Proven competence in Microsoft Office Programs: Word, PowerPoint, and Excel.
