Director, Patient Satisfaction

Job Overview:

Coordinates and oversees the planning, assessment, implementation and evaluation of all patient satisfaction programs and initiatives directed towards the achievement of the highest level of patient satisfaction. Monitors' results through analysis of multiple forms of patient feedback. Ensures that patients and families receive timely responses to all complaints. Collaborates with Department Heads to identify patient satisfaction needs and improve services.

Qualifications:

Required:

• Bachelor s Degree in Business Administration, Health Administration, Organization Development, Management or related field, or combination of equivalent experience and education
• Three or more years of progressive service excellence experience
• Leadership experience in managing teams
• Experience working with patients
• Ability to organize, manage, coordinate and communicate effectively
• Ability to develop and maintain effective interpersonal relationships
• Must possess excellent writing, communication and interpersonal skills
• Working knowledge of computer and computer programs highly preferred

Preferred:

• Master s Degree
• Minimum three years in a healthcare setting

Essential Functions:

• Leadership
  • Makes recommendations to Senior Management at Clara Maass Medical Center regarding the improvement of patient satisfaction via program development.
  • Collaborates with Department Heads and Nursing Management when planning, implementing and maintaining programs to improve patient satisfaction.
  • Plans and conducts meetings with Department Heads and Nursing Management to review patient satisfaction strategies and to encourage the formulation of new patient satisfaction strategies.
• Business Acumen/Operational Effectiveness
  • Maintains and evaluates all systems and programs implemented by the Department of Patient Satisfaction
  • Identifies trends in patient satisfaction issues through analysis of patient feedback received in surveys, letters, telephone calls, focus groups and interviews and follows up accordingly
  • Monitors appropriate Department Heads are notified of all complaints registered by letters, patient surveys and telephone calls.
  • Develops and maintains department budget and evaluates compliance
  • Evaluates patient satisfaction levels by direct observation on rounds, by reviewing patient surveys and letters, by interviewing patients, families and staff and all other forms of patient feedback.
• Communication
  • Actively participates in regularly scheduled system-wide Department of Patient Satisfaction meetings.
  • Ensures that all complaints are investigated and that a response to patient/family member is generated according to hospital policy and in a timely manner.
• People Management
  • Serves as a consultant and role model for hospital personnel and other colleagues
  • Serves on inter- and intradepartmental committees and special task forces
  • Provides or assists with in-service education and orientation, as well as departmental and staff meetings
  • Communicates with patients, families and visitors in a competent and respectful manner to encourage positive attitudes about the facility and to ensure patient satisfaction
• Personal Learning / Self-Management
  • Operates with a high degree of autonomy and authority while working within the framework of CMMC s philosophy and policies
  • Maintains professional affiliations and enhances professional growth and development to keep abreast of the latest trends in hospital/department/administration services
• Customer Satisfaction
  • Maintains positive relationships with all customers, employee, physician, patient, visitor, and guests
  • Utilizes a variety of feedback to improve processes and services to meet and exceed customer needs
  • Uses sound employee relations practices and maintains high levels of visibility and accessibility
  • Follows though on all customer requests and inquiries in a timely fashion.
• Quality Management
  • Utilizes principles of CQI in all work situations
  • Seeks feedback and recommendations from others to improve the quality, processes and services
  • Contributes to improving quality services and productivity (takes the initiative to continually evaluate one s work, report problems, suggest solutions and try new ideas)
• Financial Responsibility
  • Effectively allocates and schedules resources
  • Able to project and appropriately staff the unit/department to effectively function to demand
  • Utilizes resources, both labor and non-labor to maximize efficiency and quality
  • Adheres to budgetary guidelines and targets-proactively manages budget variances and causes.
• Sustainability
  • Determines priorities and organizes work and time to meet them
  • Follows sound employee retention techniques; effective selection and interviewing, recognition, fair and timely discipline, and ongoing performance feedback
  • Interacts constructively , tactfully and diplomatically with others and resolves conflicts effectively
  • Demonstrates cultural competency and ability to maintain a diverse workforce
• Execution
  • Completes tasks and assignments in a timely, accurate and efficient manner
  • Remains positive and focused despite obstacles and setbacks
  • Demonstrates a sense of urgency in completing assignments
  • Organizes multiple assignments and/or projects simultaneously to accomplish goals

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.

Benefits and Perks:

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 Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer