Experience Advisor

Hackensack Meridian Health Inc.; Edison (NJ); On-site; USD 65,000 - 85,000; Full time

Job summary

Hackensack Meridian Health seeks an Experience Advisor to advocate for patients and families, applying patient rights and regulatory guidelines. You will track and analyze data, reporting insights to improve the patient experience and reduce risk, while leading administrative referrals and regulatory analysis.

You will also model and coach best practices in patient rights, service excellence, and education of staff; support the Experience Ambassador role as needed.

Qualifications

• Bachelor's degree required.
• 3–5 years of business experience in healthcare, hospitality, experience marketing, customer service or communications.
• Excellent customer service and mediation skills.
• Strong analytical and critical thinking for problem solving and process improvement.
• Experience developing and implementing action plans to improve consumer satisfaction.
• Experience educating and/or coaching individuals about organizational policy and initiatives.
• Excellent interpersonal, communication, writing, and presentation skills.
• Proficient in Microsoft Outlook and Office programs.

Responsibilities

• Serve as the Ombudsman for patients and families, applying patient rights and regulatory guidelines.
• Track, analyze, report, and present qualitative and quantitative data; partner with stakeholders to enhance the human experience and minimize risk.
• Lead administrative referrals and regulatory analysis; demonstrate leadership and coaching.
• Act as a role model, coach, and educator on patient rights and service excellence; support the Experience Ambassador role.

Skills

Customer service

Mediation

Analytical thinking

Process improvement

Action planning

Coaching

Interpersonal skills

Communication

Writing

Presentation

Education

Bachelor's degree

Master's degree

Tools

Microsoft Outlook

Microsoft Office

Job description

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Experience Advisor serves as the Ombudsman for patients and family members through the consistent application of patient rights and compliance with regulatory, federal and state guidelines. This position tracks, trends, analyzes, reports, and presents qualitative and quantitative data and partners with key stakeholders to develop and implement initiatives to enhance the human experience, improve the delivery of care and services, and minimize risk to the patient, guest, medical center and team members. The position also demonstrates leadership and management of administrative referrals and regulatory analysis. The Experience Advisor serves as a role model, coach, and educator in all matters related to patient rights, service excellence and patient satisfaction. Supports the Experience Ambassador role as needed.

Education, Knowledge, Skills and Abilities Required:

• Bachelor's degree
• 3 - 5 years of business experience, in either hospital/healthcare, hospitality, experience marketing, customer service and/or communication
• Excellent customer service and mediation skills
• Strong analytical and critical thinking skills for problem solving and process improvement
• Experience developing and implementing action plans to improve consumer satisfaction
• Experience educating and/or coaching individuals about organizational policy and initiatives
• Excellent interpersonal, communication, writing, and presentation skills
• Proficient in Microsoft Outlook and Office Programs

Education, Knowledge, Skills and Abilities Preferred:

• Master's degree.
• Certification in Patient Advocacy/Experience.
• Lean Six Sigma.
• Hospital operations experience.
• Bilingual a plus.