Director Patient Experience

Reproductive Medicine Associates of New Jersey - Basking Ridge, NJ (30+ days ago)2.3

Reproductive Medicine Associates of New Jersey (RMANJ) is part of the IVI-RMA Global network of fertility practices.

IVI-RMA Global was founded in 2017 when the Valencian Infertility Institute (IVI) merged with Reproductive Medicine Associates of New Jersey (RMANJ). Together, the companies comprise the largest group dedicated to assisted reproduction in the world. IVI-RMA Global currently has more than 70 centers in 12 countries with clinics in the United States, Spain, Portugal, Italy, United Kingdom, Mexico, Panama, Argentina, Chile, Brazil, UAE and India.

RMANJ is the organization’s U.S. flagship practice and currently has 25 physicians and 10 locations in New Jersey: Basking Ridge, Eatontown, Englewood, Freehold, Hamilton, Morristown, Somerset, Springfield, West Orange, and its newest location in Marlton, New Jersey. For more information visit

This position is responsible for the strategic and day-to-day operational management of RMANJ’s Patient Service team including planning, scheduling, staffing, and training activity across its ten locations in New Jersey. The ideal candidate will have a vision for providing a concierge level experience for patients going through infertility treatment and ultimately achieving a healthy pregnancy. As director of patient experience, this position is responsible for ensuring that patients feel cared for and have their expectations anticipated and exceeded on a daily basis. As the first line of contact with patients, the team plays an integral role in defining the patient experience and upholding the RMA brand promise of service excellence. As a liaison to all clinical departments the Patient Services team member also serves as a patient navigator.

The position has two direct managers (direct reports) and 30 patient service team members. Participates as a member of the RMANJ leadership team working closely with human resources, clinical, finance, operations and marketing teams.

Essential functions and expectations include:

Demonstrates a hands-on approach often to meet or exceed expectations of position.
Responds actively, appropriately and with proper sensitivity to the needs of internal and external customers.
Creates an environment of professionalism, customer-centric action, and supports positive work approaches for staff and patients.
Ability to ensure understanding and expectation through strong oral, written, as well as personal and non-personal communication
Ability to see things in advance and take necessary steps to prepare the adequate environment.
Ability to identify potential and to turn this potential into performance by setting an example, coaching and relevant training.
Provide after-hours leadership and direction to department

Demonstrates patient-center focus in all actions and work
Defines clear goals and priorities at individual, team, department and company level. Ability to, when necessary, change plans and assess the impact of these changes.
Demonstrates effective resource allocation and resource management skills, incorporating monitoring, measuring impact.
Ability to create/grasp new concepts quickly, explore the alternatives, while recognizing potential implications.

Hiring & Staffing

Direct hiring activity, develops pipeline of potential candidates
Develop effective and adaptive staffing model, schedules

Skills Training & Development

Strong technical skills and experience with scheduling systems or electronic medical records platforms
Supports development and implementation of comprehensive department training and onboarding program
Provides “on the spot” coaching and mentoring of team
Delivers frequent customer service workshops and communication programs
Monitoring and Reporting

Provides weekly updates to leadership team with department changes, issues, success
Makes weekly coaching visits to staff at satellite offices to drive desired work approaches and work behaviors
Technical Skills

Experience using electronic medical records (EMR) platforms, or other patient scheduling software.
Strong grasp of medical billing processes and information management
Microsoft Office suite, SharePoint, others
Additional Requirements

Valid drivers’ license is required
Must be able to visit all RMA of New Jersey locations at least 2x quarter
Ability to work successfully under stressful conditions, including adapting to varying workloads and work assignments on a frequent basis.
Ability to make sound, independent judgments and also be able to collaborate with other multidisciplinary team members in an appropriate fashion.
Must have the ability to comprehend and perform oral and written instructions and procedures.
Must have strong communication skills, written and verbal to interact with people of all professional and social levels as well as excellent math skills.