Manager, Patient Experience - Hackensack Meridian Health

Our team members are the heart of what makes us better. 

At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. 

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Manager, Patient Experience, is responsible to execute, participate and monitor the Office of Experience strategies deployed across the network to create an exceptional human experience for individuals, families, and visitors at (site hospital). This position is responsible to manage the hospitals Office of Patient Experience (OPE) which includes a patient advocacy program, an experience call center, grievance and complaint management processes, service excellence and service recovery as well as a centralized consumer communication function. 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 human experiences. In addition, this individual is a subject matter expert for the purpose of educating and coaching leaders, physicians and team members on market data relative to the PE including CMS public reporting programs (i.e. HCAHPS and STAR ratings, etc.), rounding trends and outcomes as well as PE quantitative and qualitative survey data and deployment of network strategies.

A day in the life of a Patient Experience Manager with Hackensack Meridian Health includes:

•  Manage all aspects and functions of the Office of Patient Experience
•  Execute Office of Patient Experience function within operating and capital budget and in compliance with all network policies, procedures and practices.
•  Ensure Office of Patient Experience function complies with federal, state, and local standards, guidelines and regulations.
•  Recruit, hire, and supervise experience team members.
•  Deliver 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.
• Office of Patient Experience - Job Specific Functions:
  •  Manages the experience advisors, experience ambassadors, experience coordinators, and where applicable, volunteer office, pastoral/spiritual care team.
  •  Manage the daily activities and operations of the Office of Patient Experience in a cost-effective, operationally efficient and innovative manner including staffing, schedule, timecards and area assignments.
  •  Establish standards of performance for team members.
  •  Delegate responsibilities to team members and develop mechanisms to evaluate their effectiveness so that training, education and/or counseling for improvement can be completed.
  •  Manage daily activities to ensure that established standards of performance are followed.
  •  Monitor daily productivity and efficiency for the purpose of apportioning work, evaluating team member performance, conducting disciplinary actions and/or implementing improvements or changes in staffing to enhance departmental operations.
  •  Conduct initial and annual evaluations according to the network's policies, acknowledging achievements and recommending areas for improvement and/or development.
  •  Monitor the overall effectiveness of the department's work assignments. Inform leader of any problems and action being taken to resolve and/or prevent future occurrences.
  •  Develop and maintain adequate departmental communication to ensure team member performance and high morale.
  •  Schedule and conduct general team member meetings regularly. Solicit suggestions from team members and other appropriate personnel to initiate improvements.
  •  Assure professional growth and development of personnel by planning regular in-services, education programs and/or informational updates.
  •  Maintain team member records regarding compensation, performance, counseling and appraising of productivity and efficiency for direct reports.
  •  Maintain updated departmental policy and procedure manuals.
  •  Monitor daily usage and procurement of materials in order to maintain departmental supplies, control expenses and identify any budget reduction possibilities.
  •  Research and recommend any improvements or changes in departmental and/or hospital policies and procedures to enhance departmental operation.
  •  Follow up regarding incident reports and/or complaints related to the Office of Patient Experience and take corrective action to prevent future similar occurrences.
  •  Oversee core patient advocacy functions such as advance directives, bioethics and patient's rights.
  •  Ensure that all case management initiatives are well organized and adhere to accepted professional standards as established by federal, state and regulatory guidelines.
  •  Serve as the designated leader (i.e, Chair/Co-Chair) for Committees impacting the human experience, such as JC Chapter on Patient Rights.
  •  Identify performance improvement opportunities through audits and productivity reports and guide team members to improve case management outcomes.
  •  Coach and educate human experience team members on grievance management initiatives and standards.
  •  Develop and implement departmental and organization-wide policies and procedures as it relates to grievance management and patient advocacy.
  •  Serve as the primary department representative to respond to requests for case review by the New Jersey Department of Health and Senior Services.
  •  Function as the primary liaison with Risk Management, Quality and Safety Improvement for any case related issues.
• Leadership Performance - Job Specific Functions:
  •  Conduct education and coaching for leaders, physicians and team members relative to national and regional experience benchmarks, trends and innovations.
  •  Monitor and report on implementation and results of strategic experience initiatives and coach leaders, physicians and team members at all levels of the organization.
  •  Communicate and interpret analysis of human experience metrics, surveys, written and verbal compliments and complaints, and quantitative/qualitative data from multiple sources.
  •  Present data and status reports on initiatives to the senior executives, organizational leaders, physicians and team members.
  •  Educate on evidence based best practices.
  •  Recommend amenity offerings by continually assessing programs for potential improvements; considers and incorporates the needs of culturally diverse populations.
  •  Participate in PE assessments and engage the organization in continually improving.

Education, Knowledge, Skills and Abilities Required:

•  Bachelors degree.
•  2+ years leadership experience.
•  5+ years experience in healthcare administration, Patient Experience, Social Services, Customer Service, or related field.

Education, Knowledge, Skills and Abilities Preferred:

•  Masters degree in Healthcare Administration, Business Administration or a closely related field.
•  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.

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!