Supervisor, Patient

Supervisor, Patient Experience

RARITAN BAY MEDICAL CENTER- PERTH AMBOY, Perth Amboy, New Jersey

Requisition # | Shift: Day | Status:
Full Time with Benefits

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.

• Provide oversight of the volunteer services program and supervise all aspects and functions of the Office of Patient Experience.
• Provide oversight of the experience ambassador services such as greeter, guest services, and patient rounding.
• Participate in the recruitment and hiring of experience team members; may provide direct supervision. Support the experience team in the delivery of 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.
• Utilize measurement tools to monitor, improve and/or recognize/reward experience results.
• Support OPE efforts to improve the experience through analysis of data: internal (e.g., Rounding and Grievance/Complaint Trends), marketing (e.g., patient experience surveys, Leapfrog, US News, GPTW, etc.), and national publicly reported quality of care and experience data (e.g., HCAHPS, MACRA, etc.).
• Assume additional duties, projects and committees as assigned.
• Supervise the functions of experience advisors, ambassadors, coordinators, and volunteer services.
• Supervise 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.
• Support monitoring and promoting standards of performance for team members.
• Delegate responsibilities to team members as needed to meet operational needs of the department and organization.
• Supervise daily activities to ensure compliance with established standards of performance.
• Monitor daily productivity and efficiency for the purpose of apportioning work and evaluating team member performance.
• In collaboration with the Patient Experience Manager, conduct disciplinary action and/or implement improvements or changes in staffing to enhance departmental operations.
• Conduct initial and annual evaluations for any direct reports according to the network's policies, acknowledging achievements and recommending areas for improvement and/or development.
• Maintain team member records regarding performance, counseling and appraisal of productivity and efficiency for direct reports.
• Maintain updated departmental policy and procedure manuals.
• Monitor daily usage and procurement of materials to maintain departmental supplies, control expenses, and identify any budget reduction possibilities.
• Recommend 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, in collaboration with manager, take corrective action to prevent future similar occurrences.
• Oversee core patient advocacy functions such as advance directives, bioethics and patient’s rights.
• Identify performance improvement opportunities through audits and productivity reports and guide team members to improve case management outcomes.
• Coach and educate patient experience team members on grievance management initiatives and standards.
• Support organization‑wide policies and procedures as it relates to grievance management and patient advocacy.
• Serve as the department representative to respond to requests for case review by the New Jersey Department of Health and Senior Services when the manager is unavailable.

• Bachelor's degree.
• 1+ years leadership experience.
• 3+ years experience in healthcare…