Manager Patient Manager

Overview

The Patient Experience Manager provides management and oversight of the Patient Experience team and Language Services program. The manager is responsible for developing and maintaining a culture of patient-centered care and service excellence within the hospital and collaborates with various departments to ensure continuous improvement in patient satisfaction. This role combines change management principles and tools, proficiency in measurement and data interpretation, and an understanding of health services delivery and the clinical operating environment to support operating units in achieving excellence in patient care.

The role emphasizes improving the overall patient experience through data-driven initiatives, staff training, and effective communication strategies. Collaborates with the Patient Relations Manager, Volunteer Manager and Department Director to identify opportunities to enhance the patient experience.

Provide management and oversight of the Patient Experience team and Language Services program. Develop and maintain a culture of patient-centered care and service excellence within the hospital. Collaborate with multiple departments to drive continuous improvement in patient satisfaction. Apply change management principles, data measurement and interpretation, and health services knowledge to support operating units in delivering excellent patient care. Lead data-driven initiatives, staff training, and effective communication strategies to improve the patient experience.

Partner with the Patient Relations Manager, Volunteer Manager and Department Director to identify opportunities to enhance patient experience.

Bachelor’s degree required; master’s degree preferred with emphasis in Health Administration or related field. Three to five years of related experience. Excellent verbal and written communication skills; strong customer service, interpersonal, conflict resolution, and problem-solving 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 translate raw data into actionable process improvements.

Knowledge of Language Access Services federal and state laws and national practices.

St. Joseph’s Health is recognized for the expertise and compassion of its highly skilled and responsive staff. The organization’s outstanding physicians, superb nurses, and dedicated clinical and professional staff contribute to its reputation as a leading healthcare organization, a large employer in Passaic County, and one of the nation’s “100 Best Places to Work in Health Care”.

(Full-time and Part-time Employees—over 20 hours a week)

• Competitive salary*
• Robust benefits with health, dental, Rx and vision plans
• 403b retirement plan options with company match**
• Health & Wellness*
• Non-Profit Health System – eligible for Federal Student Loan Forgiveness
• PTO, and paid holidays
• Tuition reimbursement
• Employee Assistance Program
• LTD:
  Long Term Disability
• Life Insurance Options
• Onsite Day care Program
• Available for Per Diem Employees and Part-time Employees working under 20 hours per week
• 403b Company Match not applicable for Per Diem Employees and Part-time Employees working under 20 hours per week

St. Joseph’s Health provides a salary range to comply with New Jersey Law. The rate of pay for each position will be determined based on a variety of factors including the candidate's relevant experience, qualifications, skills, etc. The salary range does not include incentives, differential pay or other forms of compensation.

St. Joseph’s University Medical Center is an academic tertiary care medical center and state designated trauma center, located on the Paterson campus. It regularly accepts referrals of difficult or unusual cases from other hospitals and physicians, and performs both complex and routine procedures. The Medical Center offers a full complement of specialty and subspecialty services including ambulatory, behavioral health, cardiovascular, emergency/trauma, internal medicine, neuroscience, oncology, orthopedic/spine, rehabilitation, surgical specialty, women’s health, imaging and pediatrics.

The nursing team eph’s University Medical Center, including St. Joseph’s Children’s Hospital, has held the Magnet Award for Nursing Excellence since 1999 and was honored with the 2010 Magnet Prize."