Director of Patient Experience - New Brunswick, NJ

Job Summary

Reporting directly to the Vice President, Oncology Services, CINJ with a dotted line to the Assistant Vice President, Nursing Excellence, RWJUH and in partnership with the Chief of Oncologic Quality for CINJ, the Director of Patient Experience leads efforts at the Rutgers Cancer Institute of New Jersey transforming culture through the development and execution of programs, methods, and initiatives to enhance and propel the patient and family experience. The director is accountable for the creation, promotion and delivery of resources and services to patients, their families, the local community, and internally to CINJ/RWJUH faculty and staff.

Essential Job Functions

• The Director oversees the Patient Experience Department, which includes a patient advocacy program, manages, and responds to patient grievance and complaints. Follows RWJBH regulatory processes for the complaint and grievance management system via Verge.
• Management of service contracts, as well as annual budget and staffing needs for the department, exemplifies service excellence and service recovery, as well as conducting and/or coordinating inpatient and outpatient rounds throughout the organization.
• Responsible for managing the daily operations of the volunteer program including recruitment, training and scheduling of group volunteers, interns, and department employees.
• Partners with Director of Integrative Services on program development and coordination for patient support programs including but not limited to oncology recreation therapy (e.g. animal assisted therapy, yoga, art therapy, acupuncture, aromatherapy, music therapy, reiki, guided meditation and mindfulness, etc.), nutrition, and community outreach for the RCINJ/RWJUH service line.
• Continually scans the environment for changes and advances that will impact patients from a physical, mental, psychosocial, and spiritual perspective.
• This individual should be able to educate and coach staff and team members on; Press Ganey data relative to Patient Experience, including internal (CG-CAHPS) and CMS (HCAHPS) public reporting programs organizational rounding trends and outcomes, and leads the department in its responsibility for the strategic development, planning and oversight of the patient experience functions and all related programs, strategies, initiatives, policies and procedures.
• Provides strategic direction and training on patient care experience to managers and staff in the organization. Work in synergy with all other performance improvement programs and organizational goals to support continuous improvement in all service initiatives. Analyze data to monitor real-time feedback trends, prioritize efforts and launch improvement. Ensure local accountability for satisfaction scores.
• Lead, engage and collaborate with medical, nursing, senior administrative staff and the Ambulatory Operations Committee in measuring, monitoring, and reporting data and processes to continuously deliver strategic initiatives. When opportunities for improvement are identified, this role will utilize rapid process improvement as a key tool to meet organizational objectives.
• Actively participates in Oncology Patient Satisfaction Team, USN&WR Task Force, Oncology Patient Value Council, Press Ganey Check In meetings and Star Ratings Comments Reviews.
• This position represents the voice of the individual (patient, family and significant others, community, and team members) while collaborating with leaders, medical staff, team members, affiliates, partners, and the community to ensure extraordinary patient and family experience.
• Individual will lead the CINJ Oncology Patient and Family Advisory Council (PFAC) and ensure patient and/or family representation on key patient and family programming decisions, including physical space and plant issues.

Job Qualifications

• Bachelor s degree in business administration, Health Administration, Organizational Development, Management, or related field required. Master s degree preferred. CPXP (Certified Patient Experience Professional) Certification preferred.
• Five or more years of progressive service excellence experience, Leadership experience in managing teams essential. Prior patient service experience preferred.
• Knowledgeable of performance improvement methodologies, statistical methods, analysis, and the ability to drive changes in practice.
• Knowledge of accreditation and regulatory standards including measurement and reporting requirement.
• Proficient in Excel and pivot tables and graph designs.