Manager, Consumer Services

Hackensack Meridian Health•Edison, NJ

2d•Hybrid

About The Position

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, Consumer Services manages the administration of daily operations within the Office of Human Experience for all patient and family engagement responsibilities including but not limited to Network and local Patient & Family Advisory Council (PFACs), Volunteer Programs & Services, and High School Student Career Explorer Program. The position is also responsible for managing the Experience Coordinators, OHE and consumer services call center, email functions, service alerts, social media platform and responses, and the administrative referral process. This position is responsible for generating and distributing reports, and any other support function impacting departmental operations (i.e., ordering supplies). This position can require you to travel to different HMH facilities throughout the state of New Jersey as needed.

Requirements

Bachelor`s degree.
3-5 years of experience, preferably in a customer-oriented environment.
Excellent organizational skills.
Excellent verbal and interpersonal skills.
Ability to prioritize multitasks.
Familiar with standard concepts, practices, and procedures within a fast-paced office environment.
Proficient in Google tools.

Nice To Haves

Master`s Degree.
Management skills to include competency in budget, human resource management, and 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.
Demonstrated ability to interact with and advocate for healthcare consumers and their families resulting in an exceptional human experience and brand loyalty.
Proven writing, public speaking and presentation skills.
Experience in patient advocacy or customer service.
Bi-lingual a plus.

Responsibilities

Ensures that call center phones are answered in accordance with department standards and that questions and concerns are addressed and/or facilitated timely.
Ensures that the department mailboxes, emails, service alerts and social media site(s) are checked regularly and in accordance with established standards, and that information/requests are disseminated to appropriate team members in accordance with department guidelines.
Ensures the timely entry of patient data into the organization`s complaint and grievance management database, as well as standard follow up to verify case status.
Ensures timely acknowledgment of patient complaints and grievances, and compliments.
Maintains departmental manuals and educational offerings on job specific responsibilities.
Generates and distributes patient satisfaction and/or complaint and grievance reports as needed.
Maintains a database of positive patient letters.
Facilitates Administrative Referral requests in accordance with department standards.
Ensures notary requests are referred appropriately and timely to meet patient needs.
Ensures lost property claims are referred timely for investigation and facilitates issuance of W9 forms and check requests as needed.
Initiates appropriate service recovery methods to resolve concerns and directs inquiries/complaints to appropriate leaders and/or Experience team member(s) for evaluation, resolution and follow through, and documents accordingly in the complaint management system.
Manages the daily activities and operations of the department in a cost-effective, operationally efficient and innovative manner including staffing, schedule, and assignments.
Establishes and monitors standards of performance and assess work and workflow regularly to ensure compliance with standards and efficiency of work assignments.
Develops and maintains departmental communications to ensure team member performance and high morale.
Schedules and conducts general team member and 1:1 meetings regularly; solicit team member feedback to initiate improvements or enhance current processes.
Ensures professional growth and development of team members by planning in-services, educational programs and informational updates.
Maintains records regarding compensation, performance, counseling, and productivity for direct reports.
Researches and/or recommends improvements to enhance policy, procedures, and departmental operations.
Coordinates the hospital`s service recovery program by maintaining voucher distribution and redemption, as well as purchases made by staff at the gift shops.
Provides educational material related to patient rights upon request (i.e., Patient Bill of Rights, Advance Directive etc.).
Ensures general office support by ordering supplies, facilitating the payment of invoices, and routinely conducting an environmental assessment of the office needs and following through as necessary.
Participates in special projects as needed.
Adheres to the standards identified in the Medical Center's Organizational Competencies.