Director, Patient Satisfaction & Volunteer Services Req #: 0000188395
Category: Leadership
Status: Full-Time
Shift: Day
Facility: Monmouth Medical Center - Southern Campus
Department: Patient Satisfaction
Location: MMC Southern Campus, 600 River Road, Lakewood, NJ 08701

Job Overview:

The Director of Patient Satisfaction and Volunteer Services shall be responsible for providing and managing a team of dedicated employees and volunteers to enhance and augment the services provided by MMCSC. This role is critical to building sustainable, patient-centered processes. Problem-solving through curiosity, kindness, respect, teamwork, accountability and compassion will be critical for the Director of Patient Satisfaction and Volunteer Services.

Qualifications:

Required:

Associates degree or equivalent experienceMust possess excellent writing, communication and interpersonal skills

Preferred:

Bachelor s Degree Minimum three years in a healthcare settingExperience working with patientsWorking knowledge of computer and computer programs highly preferred

Essential Functions:

Directs all aspects of the daily operations of the Patient Satisfaction and Volunteer Resources

Directs all aspects of the daily operations of the Patient Satisfaction and Volunteer Resources Department; establishes sound policies and practices within the established guidelines such as Joint Commission, Department of Health, etc for the recruitment and volunteer career of individuals in the program; works with NCOA to match volunteers within our facility for job training purposes.

Directs all volunteer recognition/retention efforts including the annual

Directs all volunteer recognition/retention efforts including the annual Volunteer Luncheon, National Volunteer Week Celebration as well as promoting a healthy environment to encourage positive staff and volunteer relationships; include department management in volunteer related recognition events; include management and staff in annual volunteer evaluation process, etc

Directs and participates in recruitment, community outreach and various

Directs and participates in recruitment, community outreach and various marketing efforts to promote volunteer participation

Maintains and evaluates all Patient Satisfaction systems and programs

Maintains and evaluates all systems and programs implemented by the Department of Patient Satisfaction and Volunteer Services. Coordinates and supports the activities of the Directors responsible for patient satisfaction. Identifies trends in patient satisfaction issues through analysis of patient feedback received in surveys, letters, telephone calls, focus groups and interviews and follow up accordingly.

Makes recommendations to Senior Management

Makes recommendations to Senior Management at Monmouth Medical Center Southern Campus regarding the improvement of patient satisfaction via program development. Collaborates with Department Heads and Nursing Management when planning, implementing and maintaining programs to improve patient satisfaction. Plans and conducts meetings and conferences with Department Heads and Nursing Management to review patient satisfaction strategies and to encourage formulation of new patient satisfaction strategies.

Monitors that appropriate Department Heads are notified of all complaints

Monitors that appropriate Department Heads are notified of all complaints registered by letters, patient surveys and telephone calls. Develops and maintains department budget and evaluates compliance. Evaluates patient satisfaction levels by direct observation on rounds, by reviewing patient surveys and letters, by interviewing patients, families and staff and all other forms of patient feedback.

Represents the Department of Patient Satisfaction and Volunteer Servies

Represents the Monmouth Medical Center Southern Campus Department of Patient Satisfaction and Volunteer Services within the RWJBH System. Actively participates in regularly scheduled system-wide Department of Patient Satisfaction and Volunteer Services meetings. Ensures that all complaints are investigated and that a response to patient/family member is generated according to hospital policy and in a timely manner.

Serves as a consultant and role model

Serves as a consultant and role model for hospital personnel and other colleagues. Serves on inter- and intradepartmental committees and special task forces. Provides or assists with in-service education and orientation, as well as departmental and staff meetings. Communicates with patients, families and visitors in a competent and respectful manner to encourage positive attitudes about the facility and to ensure patient satisfaction. Diffuses feelings by listening if a patient or family member is angry or hostile.

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:

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

Paid Time Off (PTO) Medical and Prescription Drug InsuranceDental and Vision InsuranceRetirement PlansShort & Long Term DisabilityLife & Accidental Death InsuranceTuition ReimbursementHealth Care/Dependent Care Flexible Spending AccountsWellness ProgramsVoluntary Benefits (e.g., Pet Insurance)Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier healthcare 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