RWJBarnabas Health is New Jersey s largest integrated health care delivery system, providing treatment and services to more than three million patients each year. Throughout RWJBarnabas Health, our dedicated physicians, nurses, and health professionals are committed to providing the highest quality of patient care and health education to the community and region. We aim to truly make a unique impact in local communities throughout New Jersey.
Duties and Responsibilities
Facilitate and lead the strategic planning and implementation of system wide, comprehensive patient experience strategic plan to drive an optimal patient experience and overall continuous improvement as part of RWJBH s Safety Together efforts
Develop and lead the best practices, innovations, and tools to help Patient Experience leaders and their teams to improve our Press Ganey rankings, HCAHPS Scores and overall customer experience
Evaluate existing progress, synthesize patient feedback, and identify opportunities for operational improvements via Press Ganey, Verge, On line patient feedback and other applicable data
Collaborate with leadership, physicians, departments, and business units to identify needs, remove barriers, and build support for the creation of best performance outcomes across the organization.
Provide vision, leadership and operational oversight for all Patient Experience functions such as the Limited English Proficiency (LEP), Patient and Family Advisory Council (PFAC), Rutgers internship program, and data analytics
Create a consultative function that is highly focused on supporting operational and service line leaders through the development and deployment of effective Highly Reliable Organizations (HRO) and patient experience concepts as well as lean/continuous improvement tools
Partner with Human Resource, Nursing and Quality teams to assess leadership development and safety/quality needs to best deliver on Safety together goals and priorities
Work with Patient Experience leaders to develop a comprehensive approach to fulfill and promote a culture focused on patient-centered care which emphasizes outstanding service and quality while creating and ensuring an RWJBarnabas brand standard
Identify new and existing technologies and best practices to support and achieve the organization's vision
Train leaders to provide education, resources, and data analytics; identify, support, and publish sustainable best practices; and collaborate with a variety of departments to ensure understanding and application of available tools.
Lead cross-train and integrate the consultative function for leaders comprised of individuals with expertise in patient engagement and continuous improvement
Facilitate the cross-functional Patient Experience Meetings and other applicable corporate committees
Master s degree preferred in Business, Healthcare Administration, Organizational Development, Health related field or equivalent.
Ten years of experience in a leadership level role driving change at an organizational level or department level.
Ten years of progressively responsible management experience in an organization, preferably with experience in customer engagement, process improvement, performance optimization or clinical department.
Experience building a culture of performance improvement to drive for exceptional results preferred.
Black Belt certification or similar by an industry recognized program or experience will be considered.
Clinical experience considered
Knowledge, Skills and Abilities
Excellent interpersonal skills, facilitation, coaching and mentoring.
Strong customer service acumen.
Ability to influence change.
Demonstrated leadership skills.
Ability to collaborate and work with colleagues and physicians at all levels of the organization.
Excellent analytical skills.
Ability to create and communicate a vision and enlist the engagement of a team.
Demonstrated knowledge of business and program planning methods, research, and data collection processes as well as strong project management skills.
Ability to build strong relationships at all levels in an organization.
Knowledge of current trends and best practices in patient experience and service excellence. relevant to services provided by hospitals, medical staffs and integrated healthcare systems.
Ability to establish and maintain effective working relationships across the RWJBarnabas System
Demonstrated track record of bringing great ideas in patient service to fruition through the alignment of ideas, people and processes.
Ability to prioritize and manage multiple projects simultaneously.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
We offer a great work environment, competitive rates and excellent benefits, including:
Vacation/Personal/Holiday/Sick Time Off
Short & Long Term Disability
Basic Life & Accidental Death Insurance
Health Care/Dependent Care Flexible Spending Accounts
Position location may be determined in collaboration with selected candidate.