Manager, Patient Satisfaction Req #: 0000230825
Category: Clerical / Administrative
Status: Full-Time
Shift: Day
Facility: RWJ New Brunswick
Department: Patient Satisfaction
Pay Range: $85,000.00 - $100,000.00 per year
Location: One Robert Wood Johnson Place, New Brunswick, NJ 08901

Job Title: Manager

Location: Main Hospital - New Brunswick

Department Name: Patient Satisfaction

Req #: 0000230825

Status: Salaried

Shift: Day

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 requiredExperience 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 goalsMust be able to deal effectively with various levels of hospital personnel and outside customers including patients, families and community groupsPromote a positive culture across the organization

Preferred:

LEAN experience preferred2 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 guidelinesOversee training, in servicing and assist with annual competencies of staffProvides support for technical issuesCoach and mentor team members and staff, and provide feedback to improve service excellence within the OrganizationAssist with any other Patient Experience department projectsReview quality and accuracy in the departmentCommunicate issues or problems to staff to facilitate improvement and correctionReview and maintain efficient flow and report processMaintain oversight and responsibility for the proper operation, preventative maintenance and timely repair of Departmental equipmentRecommends replacement and upgradesAssist in overseeing staff scheduling to maximize efficiency of services rendered in the DepartmentMonitors daily productivity and adjusts staffing levels based on acuity, census and workloadAssist in reviewing monthly statistical and financial reports with the DirectorDiscuss variances and recommend corrective actionsAssist 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.

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 InsuranceDental and Vision InsuranceRetirement PlansShort & Long Term DisabilityLife & Accidental Death InsuranceTuition ReimbursementHealth Care/Dependent Care Flexible Spending AccountsWellness ProgramsVoluntary Benefits (e.g., Pet Insurance)Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

RWJBarnabas Health is an Equal Opportunity Employer