Patient Satisfaction Coordinator

RWJBarnabas Health

Lakewood Township (NJ)

On-site

USD 52,000 - 73,000

Full time

10 days ago

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Benefits offered by this job

Medical/Dental/Vision plans

403(b) retirement plan

PTO (Paid Time Off)

Short & Long Term Disability

Life & AD Insurance

Tuition Reimbursement

FSA/HSA benefits

Partner discounts

Job summary

RWJBarnabas Health is seeking a Patient Satisfaction Coordinator at Monmouth Medical Center - Southern Campus to promote exceptional patient and family experiences. The role requires strong communication, data entry, and problem-solving skills in a fast-paced hospital setting.

The incumbent will coach staff on patient experience, coordinate complaints/grievances, and collaborate with multiple departments to drive quality improvements and safe, welcoming care.

Qualifications

High school diploma or GED required.
Experience in Hospital, Customer Service, or Experience Management role.
Strong interpersonal, communication, and critical thinking skills.
Knowledge of patient rights.
Experience in data entry.
Strong time management and organizational skills.
Ongoing education as required.
Adherence to High Reliability Organization (HRO) principles.

Responsibilities

Fosters exceptional patient and family experiences across the patient journey.
Coaches staff and volunteers on patient experience priorities and professional interactions.
Collaborates with departments to resolve issues affecting patient experience.
Maintains ongoing quality improvement for departmental practices.
Navigates patients/visitors to destinations as needed.
Coordinates communication for the Patient Satisfaction program and tracks feedback.
Oversees timely handling of complaints and grievances using event reporting systems.
Manages complex situations calmly and professionally.
Performs patient experience rounds and partners with leadership on initiatives.
Supports Pastoral Care, Volunteer Services, and Guest Services as needed.

Skills

Interpersonal skills

Communication skills

Critical thinking

Data entry

Time management

Organizational skills

Education

High school diploma or GED

BS/BA preferred

Job description

Patient Satisfaction Coordinator

Category: Clerical / Administrative

Status: Full-Time

Shift: Day

Facility: Monmouth Medical Center - Southern Campus

Department: Patient Satisfaction

Pay Range: $52,000.00 - $72,800.00 per year

Location: 600 River Road, Lakewood, NJ 08701

Job Title: Coordinator, Pt Satisfaction

Location: MMC Southern Campus

Department Name: Patient Satisfaction

Req #: 0000261506

Status: Salaried

Shift: Day

Pay Range: $52,000.00 - $72,800.00 per year

Pay Transparency:

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

A Typical Day

The Patient Satisfaction Coordinator fosters exceptional experience(s) of patients, families, visitors, and guests.

Serves as an exceptional Patient Experience and Patient Safety advocate; promotes trustful and positive interactions with patients/visitors throughout the continuum of the patient journey
Serves as a leader and role model for professional and thoughtful interaction with all people in the Medical Center; coaches volunteers and staff members on Patient Experience areas of focus as appropriate
Works collaboratively with all departments to solve problems that impact the patient/visitor experience
Maintains a continuous quality improvement approach towards departmental practices
Navigates patients and visitors to their destinations as needed
Maintains and coordinates communication for the Patient Satisfaction program, tracking complaints, grievances, and compliments
Oversees the management and resolution of complaints and grievances in a timely manner; uses the event reporting system effectively
Handles complex situations or interactions in a calm and professional manner
Conducts and tracks Patient Experience rounds throughout the hospital
Partners with the Director of Patient Experience on goal-oriented initiatives and events
Assists with Pastoral Care Services, Volunteer Services, and Guest Services as needed

This Role May Be For You If ...

Assists with conflict resolution when presented in main lobby and throughout the hospital or through phone calls, etc,
Responsible for the data collection of employee and volunteer recognition, and coordination of related event
Responsible for entry of data related to grievances and complaints
Responsible for entry of rounding dataDemonstrates involvement in Performance Improvement activities as appropriate
Offers suggestions for improvement related to department process
Participates in data collection and/or analysis of data as assigned
Participates actively in unit committees, workgroups, and teams as assigned
Assists as needed and available in the visitor access process to perform all tasks related to patient visitation
Interacts with patients and/or visitors
Researches required information using available resources
Helps navigate patients to and from locations as requested
Communicates and coordinates with unit/department leaders and/or charge nurse(s) to assist patients, visitors, and guests
Advocates for patient, employee, and volunteer safety,
Utilizes HRO behaviors and tools in daily work practice
Minimizes Stressors Related to the Welcome Experience
Minimizes stressors related to the main lobby, welcome experience, or waiting, as needed; reassures families, visitors and guests
Manages up the facility, staff, and physicians

To Be Considered

Required:

High school diploma or GED required
Previous Experience in Hospital, Customer Service, or Experience Management Role
Strong Interpersonal, Communication, and Critical Thinking Skills
Knowledge of Patient Rights
Experience in Data Entry
Strong Time Management and Organizational Skills
Participates in Ongoing Education as Required
Utilizes all Principles of a High Reliability Organization (HRO)

Preferred:

BS/BA Preferred
Bilingual Preferred

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits and Perks:

Medical/Dental/Vision plans
403(b)
PTO
Short & Long Term Disability
Basic Life & Accidental Death Insurance
Tuition Reimbursement
Health Care/Dependent Care Flexible Spending Accounts
Discounts Through our Partners

NJ Devils
NJ Performing Arts Center
Verizon
And many more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered,high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey-whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer

RWJBarnabas Health is an Equal Opportunity Employer

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees physical, emotional, social, and financial health.