Our team members are the heart of what makes us better.

 

At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

 

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

 

 

The Experience Coordinator assists with the administration of daily operations within the Office of Patient Experience for their assigned hospital(s). The position is responsible for the department's call center function, administrative referral process, the completion and/or coordination of notary services for patients and visitors, the handling of lost property claims, and coordination of the Care Companion Program. In collaboration with the Manager, Volunteer Services or Manager, Switchboard and Volunteer Services, the Experience Coordinator supports recruitment, the clearance process, onboarding and scheduling for volunteers/designated interns for their assigned hospital(s). This position is also responsible for the timely distribution of mail and emails to the department mailbox, generating and distributing reports, ordering and maintaining departmental supplies, entering work orders,updating the department's tracking tool database, and any other function impacting the department, such as the coordination of staff relocation to different offices.

A day in the life of an Experience Coordinator with Hackensack Meridian Health includes:

•  Answers telephone within three rings using established greeting in a courteous and professional manner and addresses all questions and concerns, taking accurate phone messages, and disseminates requests to appropriate staff and/or leadership when necessary.
•  Checks the department mailboxes regularly throughout the day and disseminates information/requests to appropriate team members in accordance with department standards.
•  Generates and distributes reports as needed.
•  Provides support as needed to Patient Experience leadership and assists the Manager, Volunteer Services and Manager, Switchboard and Volunteer Services with volunteer recruitment, the clearance process, onboarding and scheduling, and monitoring compliance with annual competencies.
•  Maintains the database of positive patient letters.
•  Enters data into the department¿s tracking database as necessary.
•  Coordinates Administrative Referrals (i.e,. initial meet and greet, as well as daily update of the patient's overall level of satisfaction to the executive office).
•  Facilitates requests for notary and/or witnessing services in accordance with policy. Handles and serves as a liaison for patient property claims in accordance with HMH policy and procedure. Initiates appropriate service recovery methods to resolve concerns and directs inquiries/complaints to appropriate Experience team members for evaluation, resolution and follow through, and documents accordingly in the complaint management system.
•  Tracks/monitors OPE technology that may be used for patient needs (i.e., IPads).
•  Provides educational material related to patient rights upon request (i.e., Patient Bill of Rights, Advance Directive etc.)
•  Provides general office support by ordering supplies, facilitating the payment of invoices, and routinely conducting an environmental assessment of the office needs and following through as necessary.
•  Participates in special projects as needed
•  Adheres to the standards identified in the Medical Center's Organizational Competencies.
•  Lifts a minimum of 10 lbs., pushes and pulls a minimum of 20 lbs. and stands a minimum of 4 hours a day.

Education, Knowledge, Skills and Abilities Required:

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
• 3-4 years experience in a customer-oriented position.
• Ability to work independently in a fast-paced environment.
• Highly resourceful and efficient with excellent interpersonal, verbal communication, problem-solving, and service recovery skills.
• Proficient in Microsoft Outlook and Office.
• Notary Public in the State of New Jersey within 6 months of hire.

 

Education, Knowledge, Skills and Abilities Preferred:

• Associates and/or Bachelor's degree.
• Patient Advocacy Certification.
• Bilingual a plus. 

 

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!  

Starting at $25.38 Hourly

HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package.

The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to:

Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness.
Experience: Years of relevant work experience.
Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training.
Skills: Demonstrated proficiency in relevant skills and competencies.
Geographic Location: Cost of living and market rates for the specific location.
Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization.
Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered.


Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts.

In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.