Supervisor, Patient Experience

Patient Experience Supervisor

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Experience Supervisor is responsible to monitor the Office of Patient Experience and volunteer strategies deployed across the network to ensure an exceptional human experience for individuals, families, and visitors. This position provides oversight for Volunteer Services and may have direct reports in the hospital's Office of Patient Experience (OPE). This position fosters representation of the voice of the individual (patient, family and significant others, community and team members) and collaboration to ensure extraordinary human experiences. In addition, this individual supports the OPE Manager and team on education and coaching initiatives for leaders, physicians and team members on market data relative to the patient experience including CMS public reporting programs (i.e. HCAHPS and STAR ratings, etc.), rounding trends and outcomes as well as patient experience quantitative and qualitative survey data and deployment of network strategies.

The hours for this position are 12 : 00pm - 9 : 00pm, M-F. 2 Saturday shifts and 2 Sunday shifts per month are required for this position.

Responsibilities

A day in the life of a Patient Experience Supervisor with Hackensack Meridian Health includes :

• Provide oversight of the volunteer services program and supervise all aspects and functions of the Office of Patient Experience.
• Provide oversight of the experience ambassador services such as greeter, guest services, and patient rounding.
• Participate in the recruitment and hiring of experience team members; may provide direct supervision. Support the experience team in the delivery of human experience education and coaching programs for the organization.
• Communicate and act as a role model of the network mission, vision and values in accordance with our high reliability culture.
• Utilize measurement tools to monitor, improve and / or recognize / reward experience results.
• Support OPE efforts to improve the experience through analysis of data : internal (i.e. Rounding and Grievance / Complaint Trends) marketing (i.e. patient experience surveys, Leapfrog, US News, GPTW, etc.) and national publicly reported quality of care and experience data (i.e. HCAHPS, MACRA, etc).
• Assume other duties, projects and committees as assigned.
• Office of Patient Experience - Job Specific Functions :
• Supervise the functions of the experience advisors, ambassadors, and coordinators, and volunteer services.
• Supervise the daily activities and operations of the Office of Patient Experience in a cost-effective, operationally efficient and innovative manner including staffing, schedule, timecards and area assignments.
• Supports monitoring and promoting standards of performance for team members.
• Delegate responsibilities to team members as needed to meet operational needs of the department and organization.
• Supervise daily activities to ensure compliance with established standards of performance.
• Monitor daily productivity and efficiency for the purpose of apportioning work and evaluating team member performance.
• In collaboration with Patient Experience Manager, conduct disciplinary action and / or implement improvements or changes in staffing to enhance departmental operations.
• Conduct initial and annual evaluations for any direct reports according to the network's policies, acknowledging achievements and recommending areas for improvement and / or development.
• Supports monitoring the overall effectiveness of the department's work assignments. Inform manager of any problems and action taken to resolve and / or prevent future occurrences.
• In collaboration with the department manager, develop and maintain adequate departmental communication to ensure team member performance and high morale.
• In collaboration with manager, schedule and conduct general team member meetings regularly. Solicit suggestions from team members and other appropriate personnel to initiate improvements.
• In collaboration with Patient Experience Manager, assure professional growth and development of personnel by facilitating in-services, education programs and / or informational updates.
• Maintain team member records regarding performance, counseling and appraising of productivity and efficiency for direct reports. 14. Maintain updated departmental policy and procedure manuals.
• Monitor daily usage and procurement of materials in order to maintain departmental supplies, control expenses and identify any budget reduction possibilities.
• Recommend any improvements or changes in departmental and / or hospital policies and procedures to enhance departmental operation.
• Follow up regarding incident reports and / or complaints related to the Office of Patient Experience and, in collaboration with manager, take corrective action to prevent future similar occurrences.
• Oversee core patient advocacy functions such as advance directives, bioethics and patient's rights.
• Identify performance improvement opportunities through audits and productivity reports and guide team members to improve case management outcomes.
• Coach and educate patient experience team members on grievance management initiatives and standards.
• Support organization-wide policies and procedures as it relates to grievance management and patient advocacy.
• Serve as the department representative to respond to requests for case review by the New Jersey Department of Health and Senior Services when the manager is unable.
• Function as a designee, liaison with Risk Management, Quality and Safety Improvement for any case related issues when the manager is unable.

Qualifications

Education, Knowledge, Skills and Abilities Required :

Education, Knowledge, Skills and Abilities Preferred :

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!

Compensation

Minimum rate of $90,750.40 Annually HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package. The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to :

Some jobs may also be eligible for performance-