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SENIOR MANAGER GUEST RELATIONS

SENIOR MANAGER GUEST RELATIONS

ID 
2017-21868
Site 
JERSEY SHORE UNIV MED CTR
Job Locations 
US-NJ-Neptune
Status 
Full Time
Shift 
Day
Shift Hours 
8a-5p

More information about this job

Overview

The Sr. Manager/Director of Patient Experience (PE) is responsible to execute, participate and monitor the PE strategies deployed across the network to create an exceptional human experience for individuals, families, and visitors at JSUMC. This position is responsible to manage the hospital’s Office of Patient Experience (OPE) which includes a patient advocacy program, an experience call center, grievance and complaint management processes, service excellence and service recovery as well as a centralized consumer communication function. This position represents the voice of the individual (patient, family and significant others, community and team members) while collaborating with leaders, medical staff, team members, affiliates, partners and the community to ensure extraordinary human experiences. In addition, this individual is a subject matter expert for the purpose of educating and coaching leaders, physicians and team members on market data relative to the PE including CMS public reporting programs (i.e. HCAHPS and STAR ratings, etc.), rounding trends and outcomes as well as PE quantitative and qualitative survey data and deployment of network strategies.

Responsibilities

This position is responsible to manage the hospital’s Office of Patient Experience (OPE) which includes a patient advocacy program, an experience call center, grievance and complaint management processes, service excellence and service recovery as well as a centralized consumer communication function. This position represents the voice of the individual (patient, family and significant others, community and team members) while collaborating with leaders, medical staff, team members, affiliates, partners and the community to ensure extraordinary human experiences. In addition, this individual is a subject matter expert for the purpose of educating and coaching leaders, physicians and team members on market data relative to the PE including CMS public reporting programs (i.e. HCAHPS and STAR ratings, etc.), rounding trends and outcomes as well as PE quantitative and qualitative survey data and deployment of network strategies.

Qualifications

Bachelor's Degree required, Master's Prefered (in Healthcare Administration, Business Administration or related field).

A minimum of 5 years Leadership experience.

Excellent problem solving, analytical and comunication skills. 

Must have proven record of driving results and performance improvement initiatives. 

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