Patient Experience Manager

Job Title: Manager

Location: Barnabas Health Medical Group

Department Name: Comprehensive Primary Care Prg

Req #: 0000229088

Status: Salaried

Shift: Day

Pay Range: $83,156.00 - $117,458.00 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.

Job Overview:

The Patient Experience Manager serves as the strategic lead and primary resource for all patient experience initiatives within the Medical Group, partnering with practice leadership, providers, and frontline teams to drive a culture of patient-centered care grounded in dignity, respect, and accountability. This role leverages patient experience data, including Press Ganey insights, to identify trends, inform leadership decisions, and translate feedback into measurable coaching plans and targeted improvement strategies. Acting as an internal coach and subject-matter expert, the Manager reinforces best practices such as AIDET, Service Recovery, rounding, and skills-based training to enhance both patient and team engagement. The position collaborates with Corporate Patient Experience on system-wide initiatives, oversees Language Services, conducts environmental assessments, ensures patient rights are upheld, and aligns all efforts with organizational values and strategic priorities to drive sustainable improvement in patient satisfaction and overall performance.

Travel Required:
Daily travel throughout the state of New Jersey, covering RWJBarnabas Health Medical Group service areas.

Qualifications:

Required:

• Associates Degree
• Minimum of 3 Years of Leadership Experience
• Ambulatory Patient Experience
• Must have excellent oral and written communication skills
• Proficiency in computer programs such as MS Word, Excel, and Outlook
• Action oriented, demonstrating the ability to handle a heavy work load, demands and to trouble shoot issues timely when required,
• Provides timely, confident, reliable and friendly services to both our staff and patients
• Utilization and understanding of medical terminology
• Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments
• Must possess a valid NJ Driver s License and dependable transportation
• Daily travel throughout the state of New Jersey, covering RWJBarnabas Health Medical Group service areas

Preferred:

• Two (2) Years’ of Healthcare Experience
• Patient relations Experience

Essential Functions:

Partnership and Advocacy:

• Engaging leaders and team members to champion the patient-centered experience,

Measurement and Analysis:

• Gather, analyze, and interpret data from various sources to identify strengths and weaknesses; communicate data to inform, inspire and encourage leaders to support the patient-centered experience

Design and Innovation:

• Champion and facilitate the creation of an ideal patient and family experience; utilize proven coaching methodologies for change and improvement; remain informed on current Patient Experience movements in literature and expert resources

Organizational Culture and Leadership:

• Promotes the Medical Group’s experience strategy into measurable and accountable coaching plans; collaborates with leaders in promoting a culture of caring and connection to purpose
• Serves as internal coach and best practices resource to multiple stakeholders
• Coach and support all levels of leadership and team members and patients on the importance of how to impact the patient experience through prescribed tactics (i.e. AIDET and Service Recovery) by rounding on team members, attending meetings and leading skills labs
• Assists practice leadership with understanding their patient experience reports and identify potential areas of opportunity for improvement
• Utilizes team building to promote a conducive workplace environment,
• Interprets and promotes the organization s values, strategic plan, and goals and objectives to encourage ownership and personal accountability,
• Designs and monitors the overall effectiveness of the Coaching plan via process and outcome metrics
• Conducts environmental assessments and follows up with leaders as needed
• Ensures patient rights are respected (dignity, privacy, etc.)
• Assist with implementing associated projects as per the Press Ganey tracker
• Works with Corporate Patient Experience as per any other system-wide initiatives related to coaching/accountability and the sharing and adoption of best practices for RWJBH
• Oversight of Language Services

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:
At RWJBarnabas Health, our employees are at the heart of everything we do. Driven by our Total Wellbeing promise, our market-competitive offerings include comprehensive benefits and resources to support our employees’ physical, emotional, financial, personal, career, and community wellbeing. These benefits and resources include, but are not limited to:

• Paid Time Off including Vacation, Holidays, and Sick Time
• Retirement Plans
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Disability and Life Insurance
• Paid Parental Leave
• Tuition Reimbursement
• Student Loan Planning Support
• Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Community and Volunteer Opportunities
• Discounts Through our Partners such as NJ Devils, NJ PAC, and Verizon
• ….and 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.

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