Patient Experience & Relations Manager

Socket.dev; Newark (NJ); On-site; USD 99,000 - 149,000; Full time

Job summary

University Hospital in Newark, NJ is seeking a Manager, Patient Relations/Patient Experience to lead the department, oversee advocacy, grievance handling, and language interpretation services, and drive strategies that deliver exceptional human experiences.

You will coach leaders and staff, monitor patient satisfaction metrics, ensure timely response to concerns within 24-48 hours, and collaborate across clinical and administrative teams to promote service excellence.

Qualifications

• Bachelor’s degree in a healthcare field or related discipline required.
• 5 years in healthcare or related field with a lead/supervisory role.
• Experience triaging patient concerns and strong customer service skills.

Responsibilities

• Lead the Patient Relations department and monitor service recovery activities.
• Coach leaders, physicians, and staff on patient experience best practices.
• Ensure patient concerns are addressed within 24–48 hours and tracked.
• Oversee interpreters and patient advocacy; report on satisfaction metrics.
• Develop standards, schedules, and staffing to optimize operations.
• Engage in data analysis and action planning to improve satisfaction.

Skills

Leadership

Customer service

Communication skills

Conflict resolution

Bilingual

Education

Bachelor’s Degree in healthcare field

Tools

Vizient

Job description

University Hospital in Newark, NJ is seeking a Manager, Patient Relations/Patient Experience to lead the department, oversee advocacy, grievance handling, and language interpretation services, and drive strategies that deliver exceptional human experiences.

You will coach leaders and staff, monitor patient satisfaction metrics, ensure timely response to concerns within 24-48 hours, and collaborate across clinical and administrative teams to promote service excellence.