Patient Experience Transformation Leader
About The Position
The Patient Experience Transformation Leader drives strategic, systemwide improvement efforts that elevate the care experience across all settings at Atlantic Health. This role blends technical acumen in process improvement (Lean, Six Sigma) with a deep understanding of healthcare operations, culture, and empathy. Reporting to the Director of Experience Transformation & Consumer Insights, this leader partners with executives, site leaders, and interdisciplinary teams to convert insight into action. The ideal candidate is a data-savvy change agent who is passionate about healthcare, brings structure and clarity to complex environments, and inspires teams to own and elevate the patient and family experience.
Requirements
- Bachelor’s degree required; Master’s preferred (e.g., Engineering, Healthcare Administration, Business, Organizational Leadership)
- Minimum of 7 years of progressive leadership in healthcare transformation, performance improvement, or experience strategy
- Certification in Lean, Six Sigma Black Belt, or equivalent required
- Demonstrated success leading cross-functional change in large, complex organizations
- Deep understanding of healthcare operations, regulatory standards, and patient experience drivers
- Excellent facilitation, communication, and coaching skills
- Strong storytelling, presentation, and data interpretation capabilities using tools such as Power BI, Tableau, or Excel required
- Systems thinker with the ability to drive clarity in ambiguity
- Passion for mission-driven work and the human side of care
- Ability to balance compassion with accountability in leading cultural change
- Experience working across diverse healthcare settings including hospitals, ambulatory, and medical group environments
Responsibilities
- Lead systemwide, high-impact transformation projects aimed at improving the patient experience using Lean, Six Sigma, and human-centered design approaches
- Design and implement structured improvement systems that integrate voice-of-the-customer feedback, top-box performance metrics, and equity benchmarks
- Collaborate with analytics teams to interpret HCAHPS, real-time feedback, and sentiment data to drive insight-led change
- Serve as a strategic advisor and thought partner to site and service line leaders in embedding Extraordinary Caring behaviors and operational excellence
- Facilitate working sessions, learning collaboratives, and leadership retreats that build internal capability for patient-centered transformation
- Mentor and coach team members in continuous improvement methodology and structured problem-solving
- Build relationships with leaders across Quality, Nursing, Risk, and HR to align PX transformation with safety, culture, and accountability frameworks
- Support system storytelling through dashboards, executive reports, and presentations that clearly communicate performance, progress, and impact
Benefits
- Medical, Dental, Vision, Prescription Coverage (30 hours per week or above for full-time and part-time team members)
- Life & AD&D Insurance
- Long-Term Disability (with options to supplement)
- 403(b) Retirement Plan with employer match
- 401(a) Retirement Plan with employer contribution
- PTO
- Tuition Reimbursement
- Well-Being Rewards
- Employee Assistance Program (EAP)
- Fertility Coverage, Healthy Pregnancy Program
- Flexible Spending & Commuter Accounts
- Pet, Home & Auto, Identity Theft and Legal Insurance
- Growth Opportunity and Workforce Development Initiatives
- Continuing Education / Onsite Training
- A warm, welcoming company culture based upon mutual respect and a collaborative goal of providing excellent patient care
- Concierge Services with Work & Family Benefits
- Magnet recognized healthcare facility
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
