Director, Human Experience - Newark, United States - University Hospital, Newark NJ

Description

Responsibilities:

Under the direction of the Senior Vice President Wellness, Diversity, Equity & Inclusion, the Director Human Experience will drive culture change across the organization to shift the focus to the human experience, encompassing the experiences of care recipients, care providers, and support staff. The Director will foster a culture of compassion, empathy, and service excellence, aligning these efforts with building interdependent teams, effective communication, and valuing employee well-being. The Director will design and implement initiatives emphasizing outstanding service, compassion, and delivery of patient-centered care. They will link these activities with initiatives to promote teamwork, communication, and employee health across all levels. The Director will provide education and resources to identify, establish, and sustain best practices that are measurable. Representing the voice of the patient, the Director will collaborate with senior leaders, medical staff, and front-line staff to ensure patient experiences embody the highest degree of service and empathy. They will oversee the Manager Patient Relations/Patient Experience, Team Supervisor for Guest Relations, Manager Volunteer Services and all activities related to elevating the human experience.

A Masters level degree in Nursing, Healthcare, Customer Service/Hospitality, Administration, Business, or a related field required. Five (5) years of related experience with progressive levels of responsibility required; or a Bachelor Degree in Nursing, Healthcare, Customer Service/Hospitality, Administration, Business, or a related field required. Seven (7) years of related experience with progressive levels of responsibility required.

Experience should include at least two (2) years at a management/leadership level, preferably in a healthcare environment. Must understand HCAHPS, CMS and patient satisfaction survey tools, and complaint management. Analytical skills, along with strong communication and interpersonal skills, required. Ability to achieve superior results in a unionized environment preferred.

Credential required: Masters Degree or Bachelors Degree