Manager of Patient Experience Req #: 0000234087
Category: Clerical / Administrative
Status: Full-Time
Shift: Day
Facility: Trinitas Regional Medical Center
Department: Patient Satisfaction
Pay Range: $64,000.00 - $90,000.00 per year
Location: 225 Williamson Street, Elizabeth, NJ 07202

Job Title: Manager

Location: WILLIAMSON STREET

Department Name: Patient Satisfaction

Req #: 0000234087

Status: Salaried

Shift: Day

Pay Range: $64,000.00 - $90,000.00 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:

The Manager of Patient Experience is responsible for supporting the local sites strategic initiatives that enhance the overall patient journey, aligning service delivery with organizational priorities and regulatory requirements while fostering a culture of empathy, accountability, and continuous improvement.

This role requires expert-level coordination across departments to ensure compliance, optimize workflows, manage risk, and use data analytics to evaluate and refine patient satisfaction strategies.

Through effective leadership, coaching, and empowerment, the manager cultivates a high-performing team that is committed to service excellence, staff development, and creating a welcoming, responsive environment for all patients and their families.

Qualifications

Required:

Bachelors degree in business administration, Health Administration, Organization Development, Management or related field, or equivalent combination of education and/or experience3+ years of progressive human-centered experience in operations, service, and/or hospitalityStrong knowledge of HCAHPS methodology, CMS regulations, and hospital operationsDemonstrated success in developing and implementing experience improvement strategies that result in measurable outcomesExceptional communication, facilitation, and relationship-building skillsProven ability to lead cross-functional teams and influence change at all levels of the organization,Proficient in Microsoft Office, data analytics tools, and performance improvement methodologies (such as Lean, Six Sigma, Change Management, Coaching)

Preferred:

Master's degree preferredLeadership experience in managing teams essential

Essential Job Functions

Strategy & PlanningDevelops and communicates both short- and long-term plans aligned with hospital priorities and patient experience goalsAnticipates future requirements; prepares for evolving patient expectations and regulatory trendsSets realistic priorities for patient/family-facing services, identifying resources and service models to meet objectivesEncourages a culture that questions the status quo in favor of better patient outcomesRisk (Liability) ManagementIdentifies potential risk exposures related to patient interactions and care environmentMonitors services for compliance with evolving standards; implements changes that improve safety and service deliverySupports patient safety initiatives through education, awareness, and appropriate response systemsData & Analytics/ Evaluation and ControlConducts regular evaluations of patient experience initiatives and satisfaction metricsReviews operational strategies for effectiveness and modifies them based on performance dataUses patient feedback to drive measurable improvements in care and communicationProblem Solving and Decision-MakingUses data and feedback to identify service gaps or systemic issues affecting patient experienceApplies analytical thinking and sound judgment to improve operational and service outcomesEffort and InitiativeProactively participates in hospital committees focused on quality, safety, and service excellenceTakes the initiative to identify trends in patient satisfaction data and initiates responsive actionsObjectivityUses data-driven analysis in decision-making processes,Ensures that patient service evaluations and staff feedback are based on objective, job-related criteria,System & Regulatory ComplianceEnsures all patient experience effort cordance with accreditation and regulatory standards (e.g.,CMS, Joint Commission)Budgeting and Economic ManagementDevelops and monitors budgets related to patient experience initiativesIdentifies cost-effective solutions that enhance patient care and service deliveryOrganization of WorkStructures work processes to avoid crisis, promote efficiency, and deliver timely patient supportCoordinates scheduling, resource allocation, and service prioritization to meet patient needsCredibilityDemonstrates consistent performance and reliability; earns the trust of patients, staff, and leadershipMaintains a professional demeanor and serves as a resource for others in understanding patient-centered careManagement/Leadership DevelopmentInspires and motivates teams to achieve a shared vision for patient experienceLeads by example with integrity, compassion, and accountabilityDelegates effectively and holds staff accountable for outcomes and service standardsGuides team members with honest feedback and positive reinforcementEncourages risk-taking and innovation among staff, fostering a culture of learning and improvementShares decision-making authority and supports staff in leading patient experience initiativesCultivates ownership and accountability in service deliveryEncourages collaboration and team prideResolves conflict constructively; celebrates team successes and individual contributionsConducts regular performance reviews; uses them to promote growth and address challengesSupports cross-training, continuing education, and personal development aligned with department goalsSupervisory ControlManages recruitment, onboarding, scheduling, and performance evaluation of team membersEnsures supervisory practices comply with employment law and HR policiesSelf-DevelopmentActively seeks personal growth opportunities; reflects on outcomes to improve future performanceManages stress and models healthy behaviors for resilience and well-beingAdapts leadership approach in response to organizational and environmental changesMaintains open communication during transitions and guides teams through periods of uncertaintyCoordination/CollaborationBuilds strong relationships across departments to align on patient experience strategiesMaintains effective communication channels across teams and leadership levelsCommunicates clearly and compassionately with staff, patients, and leadershipPrepares professional documents, reports, and presentations to support patient-centered initiatives

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