Job Description:

Manger, Patient Experience

Job ID

2020-88006

Department

Patient Experience

Site

JFK Medical Center

Job Location

US-NJ-Edison

Position Type

Full Time with Benefits

Standard Hours Per Week

40

Shift

Day

Shift Hours

8:30-5:00

Weekend Work

Weekends as Needed

On Call Work

No On-Call Required

Holiday Work

As Needed

Overview

How have you impacted someone's life today? At Hackensack Meridian Health our teams are focused on changing the lives of our patients by providing the highest level of care each and every day. From our hospitals, rehab centers and occupational health teams to our long-term care centers and at-home care capabilities, our complete spectrum of services will allow you to apply your skills in multiple settings while building your career, all within New Jersey's premier healthcare system.

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.

Responsibilities

A day in the life of a Manager, Patient Experience at 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.

Meridian Health is committed to the principles of equal employment opportunity and affirmative action and will not discriminate in the recruitment or employment practices on the basis of race, color, creed, national origin, ancestry, marital status, gender, age, religion, sexual orientation, gender identity/expression, disability, veteran status and any other category protected by federal or state law.

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