Director, Patient Satisfaction

BAYADA Home Health Care; Merchantville (NJ); On-site; USD 130,000 - 140,000; Full time

Benefits offered by this job

Bonus Opportunity

Comprehensive benefits

Job summary

BAYADA Home Health Care in New Jersey seeks a Director of Patient Satisfaction to lead the patient satisfaction program across practices. You will design, administer and analyze surveys, report results, and drive action planning that aligns with BAYADA goals.

The role requires leadership, strategic thinking and the ability to collaborate across teams. The position emphasizes developing processes, managing vendors, and delivering measurable improvements in patient satisfaction while mentoring

Qualifications

• Bachelor's degree required.
• Minimum five years of managerial experience.
• Experience in patient/customer satisfaction survey development and statistical modeling.
• Ability to lead a team and supervise employees at various levels.
• Ability to write reports, business correspondence and procedures; present information.

Responsibilities

• Oversee quarterly patient satisfaction survey process (HHCAHPS, HOSCAHPS and others).
• Develop and implement statistical models for patient satisfaction metrics.
• Support goal setting and action planning related to client satisfaction; work with leaders to track metrics.
• Improve patient satisfaction and drive best practices across teams.
• Coordinate policies and interpretations related to patient satisfaction surveys.

Skills

Leadership

Team management

Customer satisfaction

Communication

Problem solving

Interpersonal skills

Report writing

PC skills

Education

Bachelor's degree

Tools

Statistical modeling

Survey design

Job description

Position Summary

The Director of Patient Satisfaction leads a team of employees who are responsible for the development, implementation and management of the company's patient satisfaction process and oversight of quarterly survey administration, reporting and Action Planning. It is a management level, professional track position that will offer training and continuing education to support a career in leadership.

Location

Proximity To Pennsauken, NJ Preferred.

Minimum Qualifications

• Exemplifies characteristics of The BAYADA Way: compassion, excellence and reliability.
• Four (4) year college degree.
• Minimum five (5) years managerial experience.
• Experience in patient/customer satisfaction survey development and statistical modeling.
• Capable of leading the team’s performance.
• Experience supervising employees at various levels.
• Able to work independently, motivate and be self‑motivated, flexible, versatile, and creative.
• Possesses problem solving ability, leadership skills and be able to foster interpersonal relationships.
• Able to write reports, business correspondence and procedure manuals and the ability to effectively present information and respond to questions from the groups of employees, managers, directors and clients.
• Maintains strong interpersonal skills.
• Demonstrated record of goal achievement; successfully takes on more responsibility with positive results and ambition to grow past current position.
• Competence in basic PC skills required to perform job functions.

Primary Responsibilities

• Demonstrate and communicate the core values of BAYADA and The BAYADA Way.
• Develop working knowledge of BAYADA's mission, services, people, organization, policies and procedures.
• Oversee quarterly patient satisfaction survey process (HHCAHPS, HOSCAHPS and other) for all practices, including survey design, administration, collection/analysis of results and organization-wide reporting.
• Conceptualize, manage, and implement statistical models and techniques across a range of modalities (phone, internet, mail, etc.) that support the strategy and goals of the patient satisfaction process.
• Support the goal setting and action planning process related to client satisfaction. Work with business leaders to implement strategies and track metrics that support BAYADA goals and objectives, as well as measure quality and effectiveness.
• Support business leaders in improving their patient satisfaction and driving best practices across their team(s).
• Act as liaison with internal and external partners to identify and promote patient satisfaction metrics and success stories that drive value‑based arrangements.
• Manage third party survey vendor relationships and contracting.
• Identify and implement patient satisfaction strategies, tools and metrics that align with the BAYADA Way and BAYADA's strategic goals.
• Develop, implement, and oversee BAYADA's client engagement learnings, programs and initiatives.
• Coordinate the development of policies, standards and interpretations related to patient satisfaction surveys.
• Demonstrate solid performance or exceed performance standards in key job dimensions/attributes as defined on the Performance Appraisal for Office Staff.
• Perform related duties, or as required or requested by supervisor.

Other Responsibilities

• Hiring and training employees.
• Planning, assigning and directing work.
• Appraising performance.
• Engaging in ongoing career planning and developmental conversations with employees.
• Rewarding and disciplining employees.
• Addressing complaints and resolving problems.

Salary and Benefits

• Base Salary: $130,000 - $140,000 / year depending on qualifications
• Bonus Opportunity
• BAYADA offers a comprehensive benefits plan that includes the following: Paid holidays, vacation and sick leave, vision, dental and medical health plans, employer paid life insurance, 401k with company match, direct deposit and employee assistance program

As an accredited, regulated, certified, and licensed home health care provider, BAYADA complies with all state/local mandates.

BAYADA is celebrating 50 years of compassion, excellence, and reliability.

BAYADA Home Health Care, Inc., and its associated entities and joint venture partners, are Equal Opportunity Employers. All employment decisions are made on a non‑discriminatory basis without regard to sex, race, color, age, disability, pregnancy or maternity, sexual orientation, gender identity, citizenship status, military status, or any other similarly protected status in accordance with federal, state and local laws. Hence, we strongly encourage applications from people with these identities or who are members of other marginalized communities.