Service Excellence Manager - Chilton Medical Center

Atlantic Health System • Pompton Plains, NJ

78d

About The Position

Atlantic Health is seeking a Service Excellence Manager for Chilton Medical Center. The Service Excellence Manager is a key leader in the Patient Experience team, responsible for overseeing the day-to-day operations and impact of Service Excellence Liaisons across Atlantic Health's hospitals. This individual plays a central role in advancing a culture of compassion, responsiveness, and extraordinary caring by ensuring that patient feedback-both positive and constructive-is heard, acted upon, and used to drive continuous improvement. Reporting to the Director of Patient Education & Service Excellence, the Manager partners closely with operational and clinical leaders to ensure timely service recovery, staff recognition, and alignment of feedback trends with organizational priorities. This role also supports education and training initiatives across the system, reinforcing a consistent and proactive approach to experience excellence.

Responsibilities

• Lead and manage a team of Service Excellence Liaisons, providing coaching, coordination, and performance support.
• Standardize liaison practices across hospitals to ensure consistency in patient rounding, documentation, escalation, and follow-up.
• Monitor trends and productivity across liaison activities, ensuring equitable coverage and efficient workflows.
• Oversee processes for capturing and responding to real-time patient feedback, ensuring a seamless and supportive experience for patients and families.
• Partner with operational leaders to resolve concerns in a timely, empathetic, and coordinated manner.
• Ensure staff are recognized and celebrated for behaviors that reflect Atlantic Health's commitment to Extraordinary Caring.
• Work with the Director to support ongoing education and training related to service excellence, empathy, and communication.
• Reinforce best practices for staff and leaders in responding to patient concerns, compliments, and real-time needs.
• Collaborate with Patient Relations, Risk Management, and Consumer Insights teams to ensure integrated approaches to feedback and experience improvement.
• Track and report key performance indicators (e.g., response time to concerns, resolution rates, compliment volume) to measure impact and identify opportunities.
• Contribute to experience dashboards and leadership reports with insights from frontline patient feedback.
• Identify systemwide improvement opportunities and support action planning in collaboration with site leadership.

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

What This Job Offers

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