Director of Patient Experience

Job Title: Director Patient Satisfaction

Location: WILLIAMSON STREET

Department Name: Patient Satisfaction

Req #: 0000239491

Status: Salaried

Shift: Day

Pay Range: $110,000-$125,000

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.

Job Overview:

The Director of Patient Experience is responsible for supporting the local sites strategic initiatives that enhance the overall patient journey, aligning service delivery with organizational priorities and regulatory requirements while fostering a culture of empathy, accountability, and continuous improvement.

This role requires expert-level coordination across departments to ensure compliance, optimize workflows, manage risk, and use data analytics to evaluate and refine patient satisfaction strategies.

Through effective leadership, coaching, and empowerment, the Director cultivates a high-performing team that is committed to service excellence, staff development, and creating a welcoming, responsive environment for all patients and their families.

Qualifications:

Required:

• Bachelors degree in business administration, Health Administration, Organization Development, Management or related field, or equivalent combination of education and/or experience
• 3+ years of progressive human-centered experience in operations, service, and/or hospitality
• Strong knowledge of HCAHPS methodology, CMS regulations, and hospital operations
• Demonstrated success in developing and implementing experience improvement strategies that result in measurable outcomes
• Exceptional communication, facilitation, and relationship-building skills
• Proven ability to lead cross-functional teams and influence change at all levels of the organization,
• Proficient in Microsoft Office, data analytics tools, and performance improvement methodologies (such as Lean, Six Sigma, Change Management, Coaching)

Preferred:

• Master's degree preferred
• Leadership experience in managing teams essential

Essential Job Functions:

Strategy & Planning

• Develops and communicates both short- and long-term plans aligned with hospital priorities and patient experience goals
• Anticipates future requirements; prepares for evolving patient expectations and regulatory trends
• Sets realistic priorities for patient/family-facing services, identifying resources and service models to meet objectives
• Encourages a culture that questions the status quo in favor of better patient outcomes

Risk (Liability) Management

• Identifies potential risk exposures related to patient interactions and care environment
• Monitors services for compliance with evolving standards; implements changes that improve safety and service delivery
• Supports patient safety initiatives through education, awareness, and appropriate response systems

Data & Analytics/ Evaluation and Control

• Conducts regular evaluations of patient experience initiatives and satisfaction metrics
• Reviews operational strategies for effectiveness and modifies them based on performance data
• Uses patient feedback to drive measurable improvements in care and communication

Problem-Solving and Decision-Making

• Uses data and feedback to identify service gaps or systemic issues affecting patient experience
• Applies analytical thinking and sound judgment to improve operational and service outcomes

Effort and Initiative

• Proactively participates in hospital committees focused on quality, safety, and service excellence
• Takes the initiative to identify trends in patient satisfaction data and initiates responsive actions

Objectivity

• Uses data-driven analysis in decision-making processes,
• Ensures that patient service evaluations and staff feedback are based on objective, job-related criteria,

System & Regulatory Compliance

• Ensures all patient experience effort cordance with accreditation and regulatory standards (e.g.,CMS, Joint Commission)

Budgeting and Economic Management

• Develops and monitors budgets related to patient experience initiatives
• Identifies cost-effective solutions that enhance patient care and service delivery
• Organization of Wo, and service prioritization to meet patient needs

Credibility

• Demonstrates consistent performance and reliability; earns the trust of patients, staff, and leadership
• Maintains a professional demeanor and serves as a resource for others in understanding patient-centered care

Management/Leadership Development

• Inspires and motivates teams to achieve a shared vision for patient experience
• Leads by example with integrity, compassion, and accountability
• Delegates effectively and holds staff accountable for outcomes and service standards
• Guides team members with honest feedback and positive reinforcement
• Encourages risk-taking and innovation among staff, fostering a culture of learning and improvement
• Shares decision-making authority and supports staff in leading patient experience initiatives
• Cultivates ownership and accountability in service delivery
• Encourages collaboration and team pride
• Resolves conflict constructively; celebrates team successes and individual contributions
• Conducts regular performance reviews; uses them to promote growth and address challenges
• Supports cross-training, continuing education, and personal development aligned with department goals

Supervisory Control

• Manages recruitment, onboarding, scheduling, and performance evaluation of team members
• Ensures supervisory practices comply with employment law and HR policies

Self-Development

• Actively seeks personal growth opportunities; reflects on outcomes to improve future performance
• Manages stress and models healthy behaviors for resilience and well-being
• Adapts leadership approach in response to organizational and environmental changes
• Maintains open communication during transitions and guides teams through periods of uncertainty

Coordination/Collaboration

• Builds strong relationships across departments to align on patient experience strategies
• Maintains effective communication channels across teams and leadership levels
• Communicates clearly and compassionately with staff, patients, and leadership
• Prepares professional documents, reports, and presentations to support patient-centered initiatives

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.

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

RWJBarnabas Health is an Equal Opportunity Employer