Patient Experience Navigator, Patient Satisfaction

Job Overview:

At Jersey City Medical Center, a leading academic and safety-net hospital in Hudson County, the Patient Experience Navigator plays a critical role in fostering a culture of patient- and family-centered care. This role supports our commitment to delivering compassionate, equitable, and exceptional care by collaborating with clinical and non-clinical teams to elevate the patient and family experience across the continuum of care.

Qualifications:

Required:

• Bachelor s Degree required
• CPXP certification (or must be obtained within 3 years of hire).
• Working knowledge of Microsoft Office Suite, with emphasis on Excel, Word, and PowerPoint
• Strong customer service orientation with exceptional interpersonal, communication, and phone etiquette skills
• Demonstrated ability to handle sensitive information with confidentiality and empathy
• Must be detail-oriented, flexible, and able to manage multiple priorities in a fast-paced hospital environment

Preferred:

• Familiarity with HCAHPS domains and improvement strategies preferred
• Minimum 2 years of experience in customer service or acute care setting preferred

Scheduling Requirements:

• Shift- 3:00pm-11:00pm
• Per Diem/ As needed/Evening shift

Essential Functions:

• Collaborate with interdisciplinary teams to proactively gather patient feedback, address service recovery needs, and support concern resolution
• Serve as a central resource for patient rights, responsibilities, and ethical issues, including navigating the formal grievance process in accordance with hospital policy and regulatory standards
• Lead the investigation and resolution of patient complaints, including partnering with risk, legal, and clinical leaders to support effective and timely responses
• Conduct proactive inpatient rounding using the RWJBH Rounding Tool to assess quality of interactions, identify service gaps, and elevate best practices in care delivery
• Educate staff on HCAHPS and patient experience performance, contributing insights at unit-level PX meetings to support targeted action planning
• Coordinate referrals to internal and external resources that support patient/family needs
• Serve as a subject matter expert in service recovery and communication best practices
• Facilitate language access services utilization and ensure inclusive communication strategies
• Provide oversight and support of the hospital s Volunteer Chaplaincy Program, ensuring services align with patient spiritual care needs and hospital values
• Participate in Jersey City Medical Center s Patient and Family Advisory Council (PFAC), engaging patient/family partners to influence programs and policies that impact care delivery

Pay Range:

Salary- $37.50 per hour

Let us shape the future of healthcare, together. Our competitive base rates offered will be dependent upon your relevant experience, education, and skills. In addition to base salary, we offer excellent benefits creating a competitive total rewards package to include health and welfare benefits, tuition reimbursement, retirement benefits, employee assistance programs and many opportunities for professional and personal growth.

Join our team to embark on shaping the future of healthcare!

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.