Patient Experience Manager
Job Overview
The Patient Experience Manager serves as the strategic lead and primary resource for all patient experience initiatives within the Medical Group, partnering with practice leadership, providers, and frontline teams to drive a culture of patient-centered care grounded in dignity, respect, and accountability. This role leverages patient experience data, including Press Ganey insights, to identify trends, inform leadership decisions, and translate feedback into measurable coaching plans and targeted improvement strategies. Acting as an internal coach and subject-matter expert, the Manager reinforces best practices such as AIDET, Service Recovery, rounding, and skills-based training to enhance both patient and team engagement. The position collaborates with Corporate Patient Experience on system-wide initiatives, oversees Language Services, conducts environmental assessments, ensures patient rights are upheld, and aligns all efforts with organizational values and strategic priorities to drive sustainable improvement in patient satisfaction and overall performance.
Qualifications
Associates Degree
Minimum of 3 Years of Leadership Experience
Ambulatory Patient Experience
Excellent oral and written communication skills
Proficiency in computer programs such as MS Word, Excel, and Outlook
Action oriented, demonstrating the ability to handle a heavy workload, demands, and to troubleshoot issues timely when required
Utilization and understanding of medical terminology
Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments
Valid NJ Driver's License and dependable transportation
Essential Functions
Partnership and Advocacy: Engaging leaders and team members to champion the patient-centered experience
Measurement and Analysis: Gather, analyze, and interpret data from various sources to identify strengths and weaknesses; communicate data to inform, inspire, and encourage leaders to support the patient-centered experience
Design and Innovation: Champion and facilitate the creation of an ideal patient and family experience; utilize proven coaching methodologies for change and improvement; remain informed on current Patient Experience movements in literature and expert resources
Organizational Culture and Leadership: Promotes the Medical Group’s experience strategy into measurable and accountable coaching plans; collaborates with leaders in promoting a culture of caring and connection to purpose
Serves as internal coach and best practices resource to multiple stakeholders
Coach and support all levels of leadership and team members and patients on the importance of how to impact the patient experience through prescribed tactics (i.e. AIDET and Service Recovery) by rounding on team members, attending meetings, and leading skills labs
Assists practice leadership with understanding their patient experience reports and identify potential areas of opportunity for improvement
Utilizes team building to promote a conducive workplace environment
Interprets and promotes the organization’s values, strategic plan, and goals and objectives to encourage ownership and personal accountability
Designs and monitors the overall effectiveness of the Coaching plan via process and outcome metrics
Conducts environmental assessments and follows up with leaders as needed
Ensures patient rights are respected (dignity, privacy, etc.)
Assists with implementing associated projects as per the Press Ganey tracker
Works with Corporate Patient Experience as per any other system-wide initiatives related to coaching/accountability and the sharing and adoption of best practices for RWJBH
Oversight of Language Services
Benefits and Perks
Paid Time Off including Vacation, Holidays, and Sick Time
Retirement Plans
Medical and Prescription Drug Insurance
Dental and Vision Insurance
Disability and Life Insurance
Paid Parental Leave
Tuition Reimbursement
Student Loan Planning Support
Flexible Spending Accounts
Wellness Programs
Voluntary Benefits (e.g., Pet Insurance)
Community and Volunteer Opportunities
Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!