Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Summary:

• The Director, Patient & Guest Relations is responsible for directing and coordinating the development, implementation and maintenance of patient experience initiatives. Provides strategic leadership and operational oversight of the Patient & Guest Relations function at Penn Medicine Princeton Health. Partners with clinical and operational leaders at the medical center to ensure the delivery of excellent patient experiences. Serves as lead internal patient experience subject matter expert, develops, and executes on strategies to meet and exceed identified patient needs. Works collaboratively with senior leadership to execute on strategies aimed to exceed organizational patient experience goals.

• This position oversees the daily operations of guest relations including responding to highly sensitive patient and guest complaints. Collaborates with stakeholders to address opportunities for improvement relative to patient and guest complaints.

• Provides oversight of the medical centers patient visitation and screening operations. Provides oversight for Language and Interpretive Services across Princeton Health

• Serves as Chapter Chair for TJC Chapter on Ethics and Patient Rights

• Serves as the entity Chief Privacy Officer, collaborates with system privacy office to investigate and respond to privacy matters as needed.

Responsibilities:

• In conjunction with Senior Leadership throughout the System, coordinate and project manage overarching organizational plans designed to create exceptional experiences for our patients and family members.

• Recognizes complex service excellence issues that impact teams, units, departments, and/or the organization. Implements innovative customized approaches and solutions by integrating and balancing information from the organization, professional judgment, and relevant research to determine the most appropriate alternative.

• Facilitates resolution of patient complaints as necessary to assure optimum outcomes. Builds a triage system in order to respond appropriately to patient complaints and find effective resolutions that are consistent with Princeton Health’s policies and practices.

• In conjunction with Human Resources, access and help design educational and human resources processes and systems which further support employees’ capabilities to create exceptional experiences for patients and families.

Credentials:

• Registered Nurse - NJ (Required)

• ANCC Certification as Advanced Nurse Executive(NEA-BC) preferred

Education or Equivalent Experience:

• Bachelor of Science Nursing (Required)

• Master of Arts or Science (Required)

• Master’s Degree in nursing, healthcare, business or related field required.Minimum (5) years clinical experience in healthcare is required.Minimum 5+ years of progressive leadership and management experience. Experience must include clinical and administrative practice

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

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