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:

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 also collaborates with various departments to ensure continuous improvement in patient satisfaction. This role combines an understanding of change management principles and tools, 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. This role also 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.

Bachelor’s degree required, master’s preferred, with an emphasis in Health administration, or a 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 integrate raw data into actionable process improvements.
Work requires analytic ability to collect information from diverse sources and apply professional principles in performing various analysis and summarize the information and data in order to solve problems.
Work requires knowledge of Language Access Services federal and state laws and national practices.