Director of Patient Experience & Relations

University Hospital; Newark (NJ); On-site; USD 99,000 - 149,000; Full time

Job summary

University Hospital in Newark, NJ seeks a Manager, Patient Relations/Patient Experience to lead the Patient Relations department. You will champion patient advocacy, manage grievances, and drive service recovery while advising leaders on patient experience data and CMS/HCAHPS metrics.

The role requires a Bachelor’s degree and at least five years in healthcare or customer service, including supervisory experience, with strong leadership and de-escalation skills.

Qualifications

• Bachelor's degree in healthcare, management, business, communications, social sciences, or related field.
• Five years of professional healthcare/customer service experience, with at least one in a lead or supervisory role.
• Experience triaging and addressing patient/family concerns in a timely, efficient manner; strong communication and de-escalation skills.

Responsibilities

• Act as voice of patients, families, and staff; educate leaders on patient experience data.
• Oversee patient relations, advocacy, grievance management, and language interpretation services.
• Monitor 24-48 hour response to complaints and drive service recovery actions.
• Lead staff scheduling, performance reviews, and coaching to improve patient experience metrics.
• Collaborate across departments to ensure professional and respectful care and resolve complex issues.

Skills

Leadership

Communication

Bilingual skills preferred

Education

Bachelor's degree

Tools

Vizient

Job description

University Hospital in Newark, NJ seeks a Manager, Patient Relations/Patient Experience to lead the Patient Relations department. You will champion patient advocacy, manage grievances, and drive service recovery while advising leaders on patient experience data and CMS/HCAHPS metrics.

The role requires a Bachelor’s degree and at least five years in healthcare or customer service, including supervisory experience, with strong leadership and de-escalation skills.