Patient Experience & Patient Relations Manager- Full Time Job ID2024-24970 LocationPaterson, New Jersey ShiftRegular Full-Time

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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

This position 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. It has reporting responsibility for the Patient Experience and Patient Relations teams. Serves as a key subject matter expert and resource on complaint and grievance management; responsibility in managing the Patient Relations team as they handle complaints and grievances, ensuring appropriate escalation, investigation and resolution; ensuring all written correspondence to grievances are in alignment with regulatory requirements. Developing and maintaining a culture of patient-centered care and service excellence, teamed with improvements in quality, safety, and service, to provide an outstanding experience for each patient, family and visitor. Responsible for maintaining the department’s relationship with identified clients and keeping them informed on developments and best practices in patient-centered care, patient advocacy, interpreter services, and regulatory requirements as they relate to Patient Experience and Patient Relations.

Qualifications

Work requires the knowledge of theories, principles, and concepts normally acquired through the completion of a Bachelor's degree , Master’s preferred with emphasis in Patient Experience/Patient Relations , preferred knowledge of Interpreting Services and t hree to five years of work related experience required. Excellent verbal and written communication skills; strong customer service, interpersonal, conflict resolution, problem solving and program planning skills required. 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 processes. improvements required. Strong customer service skills required. Work requires analytic ability to collect information from diverse sources and apply professional principles in performing various analyis, and summarize the information and data in order to solve problems. Strong orientation toward guilding impartial investigations and responses related to grievances and complaints.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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