St. Joseph’s Healthcare System is recognized for the expertise and compassion of its highly skilled and responsive staff. The combined efforts of the organization’s outstanding physicians, superb nurses, and dedicated clinical and professional staff have made us one of the most highly respected healthcare organizations in the state, the largest employer in Passaic County, and one of the nation’s “100 Best Places to Work in Health Care”.
Job Overview
This position combines an orientation toward patient-centered care, an understanding of change management principles and tools, knowledge of customer service practices, a proficiency in measurement and data interpretation, and an understanding of health services delivery and the clinical operating environment, in order to provide support to operating units in achieving excellence in the delivery of patient care. It has reporting responsibility for the Patient Experience and Patient Relations teams. Serves as a key subject matter expert and resource on complaint and grievance management; responsibility in managing the Patient Relations team as they handle complaints and grievances, ensuring appropriate escalation, investigation and resolution; ensuring all written correspondence to grievances are in alignment with regulatory requirements. Developing and maintaining a culture of patient-centered care and service excellence, teamed with improvements in quality, safety, and service, to provide an outstanding experience for each patient, family and visitor. Responsible for maintaining the department’s relationship with identified clients and keeping them informed on developments and best practices in patient-centered care, patient advocacy, interpreter services, and regulatory requirements as they relate to Patient Experience and Patient Relations.