RWJBarnabas Health · 20 hours ago
Manager of Patient Experience
Elizabeth, NJ
Full-time
Onsite
Mid, Senior Level
$64K/yr - $90K/yr
3+ years expRWJBarnabas Health is seeking a Manager of Patient Experience responsible for enhancing the overall patient journey and aligning service delivery with organizational priorities. The role involves coordinating across departments to optimize workflows, manage risks, and use data analytics to improve patient satisfaction strategies.
DiabetesHealth CareNeuroscienceOutpatient CareRehabilitation
Responsibilities
Develops and communicates both short- and long-term plans aligned with hospital priorities and patient experience goals
Anticipates future requirements; prepares for evolving patient expectations and regulatory trends
Sets realistic priorities for patient/family-facing services, identifying resources and service models to meet objectives
Encourages a culture that questions the status quo in favor of better patient outcomes
Identifies potential risk exposures related to patient interactions and care environment
Monitors services for compliance with evolving standards; implements changes that improve safety and service delivery
Supports patient safety initiatives through education, awareness, and appropriate response systems
Conducts regular evaluations of patient experience initiatives and satisfaction metrics
Reviews operational strategies for effectiveness and modifies them based on performance data
Uses patient feedback to drive measurable improvements in care and communication
Uses data and feedback to identify service gaps or systemic issues affecting patient experience
Applies analytical thinking and sound judgment to improve operational and service outcomes
Proactively participates in hospital committees focused on quality, safety, and service excellence
Takes the initiative to identify trends in patient satisfaction data and initiates responsive actions
Uses data-driven analysis in decision-making processes
Ensures that patient service evaluations and staff feedback are based on objective, job-related criteria
Ensures all patient experience effort cordance with accreditation and regulatory standards (e.g.,CMS, Joint Commission)
Develops and monitors budgets related to patient experience initiatives
Identifies cost-effective solutions that enhance patient care and service delivery
Structures work processes to avoid crisis, promote efficiency, and deliver timely patient support
Coordinates scheduling, resource allocation, and service prioritization to meet patient needs
Demonstrates consistent performance and reliability; earns the trust of patients, staff, and leadership
Maintains a professional demeanor and serves as a resource for others in understanding patient-centered care
Inspires and motivates teams to achieve a shared vision for patient experience
Leads by example with integrity, compassion, and accountability
Delegates effectively and holds staff accountable for outcomes and service standards
Guides team members with honest feedback and positive reinforcement
Encourages risk-taking and innovation among staff, fostering a culture of learning and improvement
Shares decision-making authority and supports staff in leading patient experience initiatives
Cultivates ownership and accountability in service delivery
Encourages collaboration and team pride
Resolves conflict constructively; celebrates team successes and individual contributions
Conducts regular performance reviews; uses them to promote growth and address challenges
Supports cross-training, continuing education, and personal development aligned with department goals
Manages recruitment, onboarding, scheduling, and performance evaluation of team members
Ensures supervisory practices comply with employment law and HR policies
Actively seeks personal growth opportunities; reflects on outcomes to improve future performance
Manages stress and models healthy behaviors for resilience and well-being
Adapts leadership approach in response to organizational and environmental changes
Maintains open communication during transitions and guides teams through periods of uncertainty
Builds strong relationships across departments to align on patient experience strategies
Maintains effective communication channels across teams and leadership levels
Communicates clearly and compassionately with staff, patients, and leadership
Prepares professional documents, reports, and presentations to support patient-centered initiatives
Qualification
Required
Bachelors degree in business administration, Health Administration, Organization Development, Management or related field, or equivalent combination of education and/or experience
3+ years of progressive human-centered experience in operations, service, and/or hospitality
Strong knowledge of HCAHPS methodology, CMS regulations, and hospital operations
Demonstrated success in developing and implementing experience improvement strategies that result in measurable outcomes
Exceptional communication, facilitation, and relationship-building skills
Proven ability to lead cross-functional teams and influence change at all levels of the organization
Proficient in Microsoft Office, data analytics tools, and performance improvement methodologies (such as Lean, Six Sigma, Change Management, Coaching)
Preferred
Master's degree preferred
Leadership experience in managing teams essential
Company
RWJBarnabas Health
RWJBarnabas Health is New Jersey’s largest and most comprehensive academic health system, caring for more than 5 million people annually.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$0.23MKey Investors
New Jersey Food Security Initiative
2024-07-02Grant· $0.23M
Leadership Team
Anthony Cava
President and CEO
Jordan Ruch
Chief Technology Officer
Recent News
2025-04-29
2025-04-14
Company data provided by crunchbase