Manager, Patient Experience


Job Functions:

  • Directs department operations on a continuous basis and advises management on operational and functional improvement opportunities. Ensures that budget monitoring processes are in place and that appropriate action plans are established to address variances outside of established parameters. Identifies and implements ways to reduce and control expenses, as well as enhance revenues in the hospital and assigned areas. Ensures staff and physician awareness of cost impact on organization
  • Focuses staff on continuously building customer satisfaction for patients, physicians, colleagues, the community and other departments served. Engages staff in continually raising the bar in service excellence
  • Communicates effectively as hospital/system advocate to members of the community, continually seeks ways to promote organization to the public
  • Assures that implementation of standards of professional practice occurs, reviewing and revising according to policy or as necessary to reflect changes in practice and to ensure safe, effective and efficient patient care. Develop with our physician colleagues, a system wide quality review program. Ensures compliance with local, state, federal rules and regulations and OSHA and JCAHO standards. Consistently, with others, evaluates core processes for redesign opportunities to improve operations, reduce cost, reduce cycle time, enhance service and improve performance
  • Promotes and maintains harmonious and effective relationships with physicians. Develops collaborative models for structured communications and strategic, program and quality initiatives
  • Provide data analysis and interpretations of survey results. Prepare graphs and reports and other material related to Press Ganey for management and staff. Coordinates monthly unit reward program for highest satisfaction scores Generates unit specific statistical reports and suggests areas for improvements
  • Manage projects to support various hospital wide initiatives. Problem solving skill set
  • Complaint Management Investigates, attempts to resolve, tracks and reports on non-clinically related patient and family complaints
  • Planning and strategizing marketing and public relations activities



BA/BS required


Experience in customer service preferred. Experience with Press Ganey is preferred; statistical analysis experience is preferred.

Atlantic Health System aims to deliver the highest quality care combined with the best experience for our patients and their families. We are confident that you will find success within Atlantic Health System, which has been named for the 10th year in a row to Fortune s Top 100 Best U. S. Companies to Work For list. We believe you ll find that our culture of collaboration and care exemplifies the value we place on our patients, their families and our employees.

All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.

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