Job Description
Job Description - As the System Executive Director of Patient Experience, you will play a pivotal role in creating and implementing patient-centered strategies that promote excellence in care, satisfaction, and engagement across our healthcare system.
- Drive Atlantic Health's patient experience reputation regionally and nationally through publications, podium presentations, and research projects.
- Lead the Patient Experience Committee as they approve and adopt core tactics for implementation across the system. Ensures alignment/coordination between initiatives focused on patient experience, team member engagement and quality.
- Adjust tactical priorities and resource allocation as needed to accomplish objectives.
- Collaborate with clinical and non-clinical departments to enhance patient-centered care and improve patient satisfaction value-based care goals, regulatory compliance ratings, and recognitions.
- Work closely with organizational leadership and other patient experience stakeholders to ensure the employee engagement, clinical excellence and care experience strategies are cohesive and aligned to support the development of leaders and team members.
- Develop and implement programs that prioritize patient engagement, communication, and education.
- Lead the measurement and analytic function focused on patient feedback and experience data to identify areas for improvement and implement action plans.
- Maximize the experience vendor relationship to ensure contract expectations are met.
- Provide the necessary tools to guide and support team members in delivering compassionate and empathetic patient interactions.
- Responsible for planning, analyzing, preparing, managing, and evaluating administrative and operational activities of customer experience and related projects.
- Remains informed about industry trends, patient journey best practices, and innovations in patient experience.
- Partner with Education and Human Resources partners to implement evidenced based practices training classes or other programs to ensure new and existing team members have the proper tools and preparation to perform daily tasks and duties.
- Operationalize tactics and best practices including but not limited to Rounding, Service Recovery, Standards of Behavior, Bedside Shift Report, Recognition Programs, etc.
Qualifications - Bachelor's degree required. Advanced degree preferred in business administration, Healthcare Administration, Public Administration or Human Resources, Public Relations or an approved related program.
- Master's degree in healthcare leadership management or other related field required
- Minimum of 7 years' experience in a leadership role focused on patient experience, patient engagement, or customer service within a healthcare setting including implementation of appropriate technology solutions.
- Certified Patient Experience Professional (CPXP) preferred or Six Sigma black belt or green belt certification
- Proven track record in developing and executing patient experience improvement initiatives.
- Significant experience leading large teams, both in direct reporting as well as cross-functional groups.
- Strong understanding of patient-centered care principles and their impact on healthcare outcomes.
- Exceptional communication, interpersonal, collaboration, and facilitation skills.
- Experience driving organizational change and leading collectively with other senior leaders.
- Strong background in data analytics methods, identifying trends and developing action plans for improvement.
- Experience working with cross-functional teams and stakeholders.
About Us ABOUT US
At Atlantic Health System, our promise to our communities is; Anyone who enters one of our facilities, will receive the highest quality care delivered at the right time, at the right place, and at the right cost. This commitment is also echoed in the respect, development and opportunities we give to our more than 20,000 team members. Headquartered in Morristown, New Jersey, we are one of the leading non-profit health care systems in the nation. Our facilities and sites of care include:
- Morristown Medical Center, Morristown, NJ
- Overlook Medical Center, Summit, NJ
- Newton Medical Center, Newton, NJ
- Chilton Medical Center, Pompton Plains, NJ
- Hackettstown Medical Center, Hackettstown, NJ
- Goryeb Children's Hospital, Morristown, NJ
- CentraState Healthcare System, Freehold, NJ
- Atlantic Home Care and Hospice
- Atlantic Mobile Health
- Atlantic Rehabilitation
We also have more than 900 community-based healthcare providers affiliated through Atlantic Medical Group. Atlantic Accountable Care Organization is one of the largest ACOs in the nation, and we are a member of AllSpire Health Partners.
We have received awards and recognition for the services we have provided to our patients, team members and communities. Below are just a few of our accolades:
- 100 Best Companies to Work For ® and FORTUNE® magazine for 15 years
- Best Places to Work in Healthcare - Modern Healthcare
- 150 Top Places to work in Healthcare - Becker's Healthcare
- 100 Accountable Care Organizations to Know - Becker's Hospital Review
- Best Employers for Workers over 50 - AARP
- Gold-Level "Well Workplace": Wellness Council of America (WELCOA)
- One of the 100 Best Workplaces for "Millennials" Great Place to Work® and FORTUNE® magazine
- One of the 20 Best Workplaces in Health Care: Great Place to Work® and FORTUNE® magazine
- Official Health Care Partner of the New York Jets
- NJ Sustainable Business
EEO STATEMENT
Atlantic Health System, Inc. is an equal employment opportunity employer and federal contractor or subcontractor and therefore abides by applicable laws to protect applicants and employees from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral, and other aspects of employment, on the basis of race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, citizenship status, disability, age, genetics, or veteran status.
About the Team Atlantic Health System is at the forefront of medicine, setting standards for quality health care powered by a workforce of more than 18,000 team members and 4,800 affiliated physicians dedicated to building healthier communities, the system offers more than 400 sites of care, including eight award-winning medical centers. Specializing in cardiovascular care, cancer care, orthopedics, neuroscience, pediatrics, women's health and rehabilitation medicine. Atlantic Medical Group, comprised of 1,000 physicians and advanced practice providers, represents one of the largest multi-specialty practices in New Jersey and includes finance, legal, marketing, human resources, talent acquisition, ISS and more. Caring for our patients, our team members and the communities we serve is our central mission.
Job Tags
Contract work, For contractors, For subcontractor, Shift work,