Director, Education & Service Excellence

Atlantic Health • Morristown, NJ

93d • $139,308 - $245,193

About The Position

The position focuses on enhancing patient experience through education, training, and strategic collaboration. The role involves designing and implementing a systemwide education strategy for leaders and staff, leading training programs, and collaborating with various departments to embed patient experience expectations into onboarding and training processes. The position also includes overseeing the Liaison Rounding program and managing a team of Service Excellence and Patient Experience Managers.

Responsibilities

• Design and implement a systemwide Extraordinary Caring in Action education strategy for leaders and staff including leadership development, staff onboarding, and annual refreshers across all roles and levels.
• Lead implementation of system training programs such as Extraordinary Caring in Action, including curriculum development, facilitator certification, site rollouts, and sustainment.
• Collaborate with HR and Organizational Development to embed PX expectations into onboarding and training.
• Build tools and curricula that empower leaders to coach and model PX behaviors through huddles and rounding.
• Lead PX recognition programs that celebrate compassionate, connected care across all sites.
• Guide and support the Service Excellence Manager group to promote local culture-building efforts.
• Coordinate with Risk, Patient Relations, and Service Recovery teams for consistent issue resolution.
• Support internal communications, storytelling, and PX campaign planning.
• Collaborate with Organizational Development, Nursing, Medical Education, Quality, and Risk teams to embed patient experience training into broader learning structures and clinical priorities.
• Deliver targeted education and to departments or facilities based on identified experience trends, feedback, or service recovery gaps.
• Evaluate effectiveness of training and improvement programs using post-session evaluations, outcomes data, and impact on key performance metrics.
• Oversee structure, training, and quality assurance of the Liaison Rounding program.
• Standardize and analyze real-time rounding data to support coaching, recognition, and service recovery efforts.
• Integrate rounding insights into the broader experience intelligence strategy to identify emerging trends and opportunities for intervention.
• Collaborate with Patient Relations and Risk Management to align efforts on grievance trends and shared service recovery strategies.
• Partner with education and program teams to align insights with improvement and coaching initiatives.
• Directly manage a team of Service Excellence and Patient Experience Managers.
• Foster a high-performing, values-driven team culture through coaching, feedback, and clear accountability.

What This Job Offers

• Job Type: Full-time
• Number of Employees: 5,001-10,000 employees