Supervisor, Patient Experience

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 hospital's 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. 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. #J-18808-Ljbffr Hackensack Meridian Health Inc.