Patient Satisfaction Coordinator in Lakewood, New Jersey at RWJBarnabas Health

Job Title: Coordinator, Pt Satisfaction

Location: MMC Southern Campus

Department Name: Patient Satisfaction

Req #: 0000261506

Status: Salaried

Shift: Day

Pay Range: $52,000.00 - $72,800.00 per year

Pay Transparency:

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

A Typical Day

The Patient Satisfaction Coordinator fosters exceptional experience(s) of patients, families, visitors, and guests.

• Serves as an exceptional Patient Experience and Patient Safety advocate; promotes trustful and positive interactions with patients/visitors throughout the continuum of the patient journey
• Serves as a leader and role model for professional and thoughtful interaction with all people in the Medical Center; coaches volunteers and staff members on Patient Experience areas of focus as appropriate
• Works collaboratively with all departments to solve problems that impact the patient/visitor experience
• Maintains a continuous quality improvement approach towards departmental practices
• Navigates patients and visitors to their destinations as needed
• Maintains and coordinates communication for the Patient Satisfaction program, tracking complaints, grievances, and compliments
• Oversees the management and resolution of complaints and grievances in a timely manner; uses the event reporting system effectively
• Handles complex situations or interactions in a calm and professional manner
• Conducts and tracks Patient Experience rounds throughout the hospital
• Partners with the Director of Patient Experience on goal-oriented initiatives and events
• Assists with Pastoral Care Services, Volunteer Services, and Guest Services as needed

This Role May Be For You If ...

• Assists with conflict resolution when presented in main lobby and throughout the hospital or through phone calls, etc,
• Responsible for the data collection of employee and volunteer recognition, and coordination of related event
• Responsible for entry of data related to grievances and complaints
• Responsible for entry of rounding data
• Demonstrates involvement in Performance Improvement activities as appropriate
• Offers suggestions for improvement related to department process
• Participates in data collection and/or analysis of data as assigned
• Participates actively in unit committees, workgroups, and teams as assigned
• Assists as needed and available in the visitor access process to perform all tasks related to patient visitation
• Interacts with patients and/or visitors
• Researches required information using available resources
• Helps navigate patients to and from locations as requested
• Communicates and coordinates with unit/department leaders and/or charge nurse(s) to assist patients, visitors, and guests
• Advocates for patient, employee, and volunteer safety,
• Utilizes HRO behaviors and tools in daily work practice
• Minimizes Stressors Related to the Welcome Experience
• Minimizes stressors related to the main lobby, welcome experience, or waiting, as needed; reassures families, visitors and guests
• Manages up the facility, staff, and physicians

To Be Considered

Required:

• High school diploma or GED required
• Previous Experience in Hospital, Customer Service, or Experience Management Role
• Strong Interpersonal, Communication, and Critical Thinking Skills
• Knowledge of Patient Rights
• Experience in Data Entry
• Strong Time Management and Organizational Skills
• Participates in Ongoing Education as Required
• Utilizes all Principles of a High Reliability Organization (HRO)

Preferred:

• BS/BA Preferred
• Bilingual Preferred

Other Duties:

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.

Benefits and Perks:

• Medical/Dental/Vision plans
• 403(b)
• PTO
• Short & Long Term Disability
• Basic Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Discounts Through our Partners
  • NJ Devils
  • NJ Performing Arts Center
  • Verizon
  • And many more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered,high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey—whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer