Patient Experience Architect

Hackensack Meridian Health; Edison (NJ); On-site; USD 63,000 - 76,000; Full time

Job summary

Hackensack Meridian Health seeks an Experience Advisor to serve as the Ombudsman for patients and families, ensuring adherence to patient rights and regulatory guidelines. You will track and analyze data, report findings, and collaborate with stakeholders to improve care experiences and reduce risk.

The role emphasizes coaching, education, and leadership responsibilities, supporting service excellence and patient satisfaction initiatives across the organization.

Qualifications

• Bachelor's degree required; Master’s preferred.
• 3–5 years of business experience in hospital/healthcare, hospitality, 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 coaching individuals about organizational policy and initiatives.
• Excellent interpersonal, communication, writing, and presentation skills.
• Proficient in Microsoft Outlook and Office programs.

Responsibilities

• Serve as Ombudsman for patients and family members, ensuring patient rights and regulatory compliance.
• Track, analyze, report, and present qualitative and quantitative data.
• Partner with stakeholders to develop initiatives to enhance human experience and minimize risk.
• Demonstrate leadership in administrative referrals and regulatory analysis.
• Coach and educate in patient rights, service excellence, and patient satisfaction.

Skills

Bachelor's degree requirement

3-5 years healthcare/customer service

Excellent customer service

Analytical/problem solving

Communication & presentation

Office/MS Outlook

Education

Bachelor's degree

Master's degree

Tools

Microsoft Outlook

Office Programs

Job description

Hackensack Meridian Health seeks an Experience Advisor to serve as the Ombudsman for patients and families, ensuring adherence to patient rights and regulatory guidelines. You will track and analyze data, report findings, and collaborate with stakeholders to improve care experiences and reduce risk.

The role emphasizes coaching, education, and leadership responsibilities, supporting service excellence and patient satisfaction initiatives across the organization.