Job Description

Overview Manager, Patient Experience – Holmdel, New Jersey Requisition # 2025-170233 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 support one another to succeed. We focus on connection and collaboration, with competitive benefits and a culture rooted in our community. We keep getting better by advancing our mission to transform healthcare and serve as a leader of positive change. Responsibilities Manage all aspects and functions of the Office of Patient Experience Execute Office of Patient Experience function within operating and capital budgets and in compliance with all network policies, procedures and practices Ensure compliance with federal, state, and local standards, guidelines and regulations Recruit, hire, and supervise experience team members Deliver human experience education and coaching programs for the organization Model the network mission, vision and values in accordance with a high reliability culture Deploy and monitor patient experience performance improvement programs aligned with network goals Use measurement tools to monitor, improve and recognize experience results Lead analysis of data (rounding, grievances, surveys, external benchmarks) to improve patient experience Perform other duties, projects, and committees as assigned Office of Patient Experience - Job Specific Functions: Manage experience advisors, ambassadors, coordinators, and volunteer/pastoral care where applicable Oversee daily operations, staffing, scheduling, and area assignments Set performance standards and develop mechanisms to evaluate effectiveness Ensure productivity and provide coaching for improvement Schedule and conduct team meetings; solicit improvements Maintain morale and staff development; manage records and policy manuals Monitor budget usage and identify cost-saving opportunities Advise on policy changes to enhance operations Respond to case reviews and coordinate with Risk Management, Quality and Safety Lead committees impacting the human experience (e.g., Patient Rights) Identify performance improvement opportunities and coach staff on grievance management Develop and implement department and organization-wide policies for grievance management and patient advocacy Represent the department in case reviews with state authorities Leadership Performance - Job Specific Functions: Educate leaders, physicians, and staff on experience benchmarks, trends, and innovations Monitor and report on initiatives and results; coach across the organization Present data to executives and staff; educate on evidence-based practices Assess programs for improvements; address diverse population needs Engage the organization in ongoing PE assessments and improvements Qualifications Education, Knowledge, Skills and Abilities Required: Bachelor’s degree 2+ years leadership experience 5+ years experience in healthcare administration, Patient Experience, Social Services, Customer Service, or related field Education, Knowledge, Skills and Abilities Preferred: Master’s degree in Healthcare Administration, Business Administration or related field Budgeting, human resources, and process improvement skills Ability to communicate with diverse populations and all levels Analytical, problem-solving and decision-making skills Collaboration with diverse populations of staff and physicians to achieve results Strong writing, speaking, and presentation skills Coaching skills to inspire compliance with network strategies Proficiency in Microsoft Word, PowerPoint, and Excel Compensation Starting at $106,329.60 Annually HMH is committed to pay equity and transparency. The posted rate is a reasonable good faith estimate of the minimum base pay and may not reflect the full value of our total rewards package. EEO Notice Hackensack Meridian Health is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, genetic information, disability, marital status, military status, or veteran status. Other HACKENSACK MERIDIAN HEALTH is a Mandatory Influenza Vaccination Facility. #J-18808-Ljbffr JFK Johnson Rehabilitation Institute

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