Overview

St. Joseph’s Healthcare System is recognized for the expertise and compassion of its highly skilled and responsive staff. The combined efforts of the organization’s outstanding physicians, superb nurses, and dedicated clinical and professional staff have made us one of the most highly respected healthcare organizations in the state, the largest employer in Passaic County, and one of the nation’s “100 Best Places to Work in Health Care”.

Job Overview

The Manager, Patient Experience (PX) combines an orientation toward patient-centered care, an understanding of change management principles and tools, knowledge of customer service practices, a proficiency in measurement and data interpretation, and an understanding of health services delivery and the clinical operating environment, in order to provide support to operating units in achieving excellence in the delivery of patient care. Serves as a key resource to St. Joseph's Health Systems' (SJHS) management in developing and maintaining a culture where the patient is at the center of care and service excellence is teamed with clinical excellence to provide an outstanding experience for each patient, family and visitor. The PX Manager is responsible for maintaining the department’s relationship with identified clients and keeping them informed on developments and best practices in patient-centered care. Works collaboratively with leadership throughout the hospital to identify and facilitate initiatives that will continuously improve the patient experience.

Qualifications

Degree with emphasis in Patient Experience/Patient Relations or related field or equivalent required. Excellent verbal and written communication skills; strong customer service, interpersonal, conflict resolution, program solving and program planning skills. Ability to work effectively with all levels of the organization, patients, and visitors, ability to work independently on assigned projects; ability to analyze and interpret data and integrate raw data into actionable process improvements required. Strong customer service skills required.