Director of Patient Experience

Shift: Day
Schedule: Full - Time Regular

Who We Are

Patient focused, community oriented, conveniently located and equipped with technology that rivals the nation’s most prestigious healthcare systems, Hackensack Meridian Health Mountainside Medical Center offers a comprehensive and growing array of services delivered by caring and highly skilled medical professionals. We’re proud of the therapeutic and administrative upgrades we have made. Mountainside Medical Center has been serving Montclair and its surrounding New Jersey communities since 1891. The physicians, nurses and volunteers who are a part of the Mountainside family are your friends and neighbors. We're your community, your hospital and team, working hard for you.

Hackensack Meridian Health Mountainside Medical Center is proud to continue to provide world-class health care services in a community setting. Our 365 bed medical center has successfully transitioned from a stand-alone facility to being part of Hackensack Meridian Health, the most comprehensive and truly integrated network in New Jersey.  Mountainside is a joint venture between Hackensack Meridian Health and Ardent Health Services, one of the country’s leading private hospital management companies.

We are looking for a dynamic and passionate Director of Patient Experience to join the Mountainside Team!

What You’ll Do

The Director of Patient Experience is responsible for transforming the patient experience/customer service for the hospital by facilitating creation of programs and services that address every aspect of the organizational experience.

 The successful candidate will be able to:

  • Develop, lead, monitor, and modify the overall organizational approach improving the patient experience for our patients, engaging our providers and staff, and promoting a culture of excellence and engagement within the medical center

  • Coordinate hospital-wide Quality and Patient Safety programs, including leadership in planning, training, directing, monitoring, and evaluating Quality and Patient safety initiatives

  • Generate and distribute HCAHPS/Press Ganey reports, standard and ad-hoc

  • Coordinate patient satisfaction survey distribution process, including regular monitoring of sampling methodology, relevance of survey questions and return rate

  • Analyze results of patient satisfaction survey data and report findings in the form of formal oral and written presentations to Executive team members, departmental managers/directors and other end users

  • Provide consultation to improve patient satisfaction results

  • Facilitate quality improvement teams working to improve customer satisfaction by always keeping the goal in focus and steering the team towards it

  • Lead the Patient Experience Interdisciplinary Team and set clear goals and expectations as well as tracks progress of the same

  • Manage hospital-wide service recovery process including distribution of recovery materials, collection of usage forms, and tracking of usage and budget for same

  • Champion hospital-wide patient satisfaction awareness

  • Perform any and all other duties as assigned

What You’ll Bring

  • Bachelor’s degree in Nursing or Health Administration required; Master’s degree preferred

  • 3-5 years of current, directly related experience, and a minimum of 5 years of leadership or supervisory experience in management in an acute care setting

  • Certified Professional in Healthcare Quality preferred

  • Certified Professional in Patient Safety preferred

  • Lean Six Sigma training and knowledge preferred

  • Comprehensive knowledge of initiating, driving and sustain improved patient/customer satisfaction

  • Ability to organize, motivate, and effectively coordinate activities through influence in operating areas not under direct supervision

  • Able to demonstrate a proven track record as an organizational change agent, good rapport with stakeholders and excellent customer service orientations skills to deal effectively with internal and external customers


What We Offer

  • Competitive pay

  • Medical, dental, and vision insurance

  • 401k with Company match

  • Company paid basic life insurance and long term disability coverage

  • Generous paid time off, including an additional extended illness bank

  • 6 Paid Holidays

  • Tuition Reimbursement

  • Advancement and career development opportunities

Hackensack Meridian Health Mountainside Medical Center is an Equal Opportunity Employer and applicants will receive consideration for employment regardless of race, color, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.