Patient Experience Supervisor

Bayshore Medical Center • Holmdel, NJ

10d

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 Experience Supervisor is responsible to monitor the Office of Patient Experience and volunteer strategies deployed across the network to ensure an exceptional human experience for individuals, families, and visitors. This position provides oversight for Volunteer Services and may have direct reports in the hospital's Office of Patient Experience (OPE). This position fosters representation of the voice of the individual (patient, family and significant others, community and team members) and collaboration to ensure extraordinary human experiences. In addition, this individual supports the OPE Manager and team on education and coaching initiatives for leaders, physicians and team members on market data relative to the patient experience including CMS public reporting programs (i.e. HCAHPS and STAR ratings, etc.), rounding trends and outcomes as well as patient experience quantitative and qualitative survey data and deployment of network strategies.

Requirements

• Bachelor's degree.
• 1+ years leadership experience.
• 3+ years Experience in healthcare administration, Patient Experience, Social Services, Customer Service, or related field.

Nice To Haves

• Master's degree (Healthcare Administration, Business Administration or a closely related field).
• Leadership skills to include competency in 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.
• 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.
• Patient Experience Certification.
• Proven competence in Microsoft Office Programs: Word, PowerPoint and Excel.

Responsibilities

• Monitor the Office of Patient Experience and volunteer strategies deployed across the network
• Provide oversight for Volunteer Services
• Foster representation of the voice of the individual
• Support the OPE Manager and team on education and coaching initiatives

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level