Assistant Director, Customer Experience

Job Title: Assistant Director

Location: Cooperman Barnabas Medical Ctr

Department Name: Patient Satisfaction

Req #: 0000217972

Status: Salaried

Shift: Day

Pay Range: $115,000.00 - $140,000.00 per year

Pay Transparency:

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Job Overview:

The Assistant Director of Customer Experience plays a key role in fostering an exceptional patient experience across the organization. This position oversees and coordinates house-wide initiatives that drive high levels of patient satisfaction and service excellence. The role is responsible for identifying and addressing operational, non-clinical concerns while appropriately escalating any clinical issues to the relevant departments.

The Assistant Director actively promotes a culture of recognition by communicating successes and highlighting both departmental achievements and individual contributions to patient satisfaction. Through collaboration, communication, and strategic support, this role ensures that the organization maintains a patient-centered environment focused on quality, responsiveness, and continuous improvement.

Qualifications:

Required:

• Bachelor's Degree in Management or health-care related discipline or 5 years of varied hospital experience in operations or patient satisfaction
• 3-5+ years of experience in patient/customer experience, service operations, or related leadership role; healthcare experience strongly preferred.
• Demonstrated ability to coordinate cross-functional work, influence without authority, and execute against timelines.
• Strong analytical, problem-solving, and facilitation skills; comfortable with data and metrics.
• Excellent written and verbal communication; able to craft clear, positive, and action-oriented messages.

Scheduling Requirements:

• Full-Time, Day, Salaried

Essential Functions:

• Lead, coordinate, and monitor activities that support high levels of patient satisfaction across the organization.
• Serve as the point of contact for non-clinical operational issues; triage, resolve, or route to the correct owner to ensure timely closure.
• Identify and refer clinical issues to the appropriate clinical leadership and follow through to confirm resolution.
• Analyze patient experience trends, identify operational gaps, and recommend process improvements.
• Partner with leaders, frontline teams, and support departments to standardize service practices and reinforce service excellence.
• Develop and deliver communications that highlight successes; recognize individuals and departments for contributions to patient satisfaction.
• Support education and coaching for staff and leaders on service standards, scripting, and responsiveness.
• Track metrics (e.g., HCAHPS/CAHPS, internal surveys, complaint themes) and prepare summaries, dashboards, and action plans.
• Participate in rounds, huddles, and committees focused on quality, safety, and experience.
• Maintain escalation logs and ensure timely feedback to patients, families, and internal stakeholders.

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 Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary 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 health care 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