Director of Customer Experience / Customer Satisfaction

Director of Customer Experience / Customer Satisfaction

Newark, NJ

Intermedia Group has the following open position with our client:
TITLE: Director of Customer Experience / Customer Satisfaction
LOCATION: Newark, New Jersey

  • The location is accessible via a bus from Penn Station and Parking is also available on site.
TYPE: Permanent Salaried Position with bonus and exceptional benefits.
CLIENT: Major Hospital

Our client, one of the most reputable and successful hospitals in New Jersey is seeking a Director of Patient Experience / Patient Satisfaction.

The COO has stated specifically that he wants a candidate from OUTSIDE the healthcare domain to bring a fresh set of perspectives and ideas into the organization.
Candidates from the Hospitality, Retail, Airline industries are ideal. Any candidate coming from a position where they are responsible for creating and implementing processes and procedures that increase guests'/passengers'/customers' satisfaction with their organization would be ideal.
The purpose of the role is to create and implement programs (including training) which will increase patient satisfaction related to:
  • Doctor Communication - respect, listening skills and communication ability of doctors.
  • Nurse Communication - respect, listening skills and communication ability of nurses.
  • Staff Responsiveness – providing patients timely, courteous and accurate responses to their inquiries and requests
  • Hospital Environment - cleanliness and quietness of the hospital.
  • Pain Management Medication Communication – explaining medications to patients
  • Discharge Information – preparing patients to leave the hospital.
  • Food Services – quality of food and the courtesy of those who serve it.
  • Overall Rating of the Hospital – rating the hospital on a scale of 1-10.

This position will be leading a staff of 3-5 and will be interfacing with a diverse employee base (doctors, nurses, operations, housekeeping, food/beverage, facility management, administration and patient support), creating, implementing and providing training in customer service strategies and behaviors to ensure a culture of patient satisfaction.

The role is a very high visibility position, providing exceptional career progression.
If you are interested in pursuing this opportunity, please respond back and include the following:
• Full MS WORD Resume
• Current and required compensation
• Contact information
• Availability
Upon receipt, one of our managers will contact you to discuss in full

Jason Denmark
Managing Director
131 Varick Street
Suite 936
New York, NY 10013
Voice: 212-248-0100
Corporate Web Site:

Recruiter Contact

Jason Denmark | Managing Partner
Intermedia Group Inc. | New York, NY
Main: (212) 248-0100
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