Sr. Manager, Patient Experience

Job Summary:

The Senior Manager, Patient Experience provides leadership across system-level patient experience functions and local service excellence operations. This role may be responsible for oversight of a system function such as Consumer Insights or Patient Experience Education while also leading Service Excellence operations for assigned hospitals.

Reporting directly to the Executive Director of Patient Experience, with a dotted-line relationship to the Director of Experience Transformation & Consumer Insights as appropriate, the Senior Manager serves as a critical connector between strategy and execution—ensuring patient feedback, education, and frontline service excellence are aligned, actionable, and effective.

Key Responsibilities:

• Provide oversight for assigned system patient experience function(s)
• Lead Service Excellence operations for assigned hospitals.
• Support education, coaching, and capability building related to patient experience.
• Integrate consumer feedback into service excellence and improvement efforts.

Scope Addendum – CentraState Service Excellence Operations – CentraState

• Provide end-to-end leadership for Service Excellence operations at CentraState.
• Lead and manage the Service Excellence Lead and Service Excellence Liaisons at the site.
• Ensure alignment with system Service Excellence standards while addressing local operational needs.

Service Recovery & De-escalation

• Serve as the accountable leader for service recovery and de-escalation of patient and family concerns.
• Partner with nursing and operational leaders to address real-time issues and high-risk situations.
• Ensure timely resolution and closed-loop communication with patients and families.

Education & Standards Reinforcement

• Lead and reinforce patient experience education at CentraState, including onboarding, refreshers, and targeted training.
• Ensure consistent application of communication, empathy, and service excellence standards.
• Support leaders in addressing performance gaps related to patient experience behaviors.

Consumer Feedback Integration & Performance Monitoring

• Partner with Consumer Insights to act on survey results, complaints, and real-time feedback.
• Identify recurring themes requiring escalation to system leadership.
• Monitor site-level service excellence performance and guide continuous improvement efforts.

Qualifications:

Education:

• Bachelor's degree in Public Health, Healthcare Administration, Nursing, Business Analytics, Statistics, or related field required.
• Master's degree and Patient Experience Certification preferred.

Experience:

• 7–10 years of progressive experience in patient experience, service excellence, consumer insights, healthcare operations, education, quality, or related fields within a complex healthcare or service organization.
• Demonstrated experience leading system-level or enterprise-wide functions, initiatives, or programs that span multiple hospitals, sites, or business units.
• Proven ability to provide operational and strategic leadership simultaneously, translating system strategy into executable plans at the local level.
• Experience leading, coaching, and influencing managers and frontline leaders in matrixed or multi-site environments.
• Demonstrated success partnering with clinical, nursing, operational, and executive leaders to address performance gaps, manage risk, and improve outcomes.
• Experience overseeing or coordinating service recovery, patient feedback management, education, or improvement initiatives with measurable impact.
• Strong track record of using data and insights (e.g., survey results, real-time feedback, complaints, operational metrics) to drive prioritization, decision-making, and continuous improvement.
• Experience managing complex stakeholder relationships, balancing standardization with local operational needs..

Working Conditions:

• Hybrid work arrangements may be available.
• Occasional travel required for site engagement, presentations, and team collaboration.

At Atlantic Health System, our promise to our communities is; Anyone who enters one of our facilities, will receive the highest quality care delivered at the right time, at the right place, and at the right cost. This commitment is also echoed in the respect, development and opportunities we give to our more than 20,000 team members. Headquartered in Morristown, New Jersey, we are one of the leading non-profit health care systems in the nation. Our facilities and sites of care include:

• Morristown Medical Center, Morristown, NJ
• Overlook Medical Center, Summit, NJ
• Newton Medical Center, Newton, NJ
• Chilton Medical Center, Pompton Plains, NJ
• Hackettstown Medical Center, Hackettstown, NJ
• Goryeb Children's Hospital, Morristown, NJ
• CentraState Healthcare System, Freehold, NJ
• Atlantic Home Care and Hospice
• Atlantic Mobile Health
• Atlantic Rehabilitation

We also have more than 900 community-based healthcare providers affiliated through Atlantic Medical Group. Atlantic Accountable Care Organization is one of the largest ACOs in the nation, and we are a member of AllSpire Health Partners.

We have received awards and recognition for the services we have provided to our patients, team members and communities. Below are just a few of our accolades:

• 100 Best Companies to Work For and FORTUNE magazine for 15 years
• Best Places to Work in Healthcare - Modern Healthcare
• 150 Top Places to work in Healthcare - Becker's Healthcare
• 100 Accountable Care Organizations to Know - Becker's Hospital Review
• Best Employers for Workers over 50 - AARP
• Gold-Level "Well Workplace": Wellness Council of America (WELCOA)
• One of the 100 Best Workplaces for "Millennials" Great Place to Work and FORTUNE magazine
• One of the 20 Best Workplaces in Health Care: Great Place to Work and FORTUNE magazine
• Official Health Care Partner of the New York Jets
• NJ Sustainable Business

Atlantic Health System offers a competitive and comprehensive Total Rewards package that supports the health, financial security, and well-being of all team members. Offerings vary based on role level (Team Member, Director, Executive). Below is a general summary, with role-specific enhancements highlighted:

Team Member Benefits

• Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members)
• Life & AD&D Insurance.
• Short-Term and Long-Term Disability (with options to supplement)
• 403(b) Retirement Plan: Employer match, additional non-elective contribution
• PTO & Paid Sick Leave
• Tuition Assistance, Advancement & Academic Advising
• Parental, Adoption, Surrogacy Leave
• Backup and On-Site Childcare
• Well-Being Rewards
• Employee Assistance Program (EAP)
• Fertility Benefits, Healthy Pregnancy Program
• Flexible Spending & Commuter Accounts
• Pet, Home & Auto, Identity Theft and Legal Insurance

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Note: In Compliance with the NJ Pay Transparency Act (effective Sunday, June 1, 2025), all job postings will include the hourly wage or salary (or a range), as well as this summary of benefits. Final compensation and benefit eligibility may vary by role and employment status and will be confirmed at the time of offer.

EEO STATEMENT

Atlantic Health System, Inc. is an equal employment opportunity employer and federal contractor or subcontractor and therefore abides by applicable laws to protect applicants and employees from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral, and other aspects of employment, on the basis of race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, citizenship status, disability, age, genetics, or veteran status.