Service Excellence Manager - Hackettstown Medical Center & Newton Medical Center

Atlantic Health System • Newton, NJ

86d • Hybrid

About The Position

Atlantic Health is seeking a Service Excellence Manager for Hackettstown & Newton Medical Centers. 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.

Requirements

• Bachelor's degree in Healthcare Administration, Nursing, Public Health, Communications, or a related field required.
• Minimum of 5 years of experience in patient experience, service recovery, healthcare operations, or related field.
• At least 2 years of experience in a supervisory or team lead role.
• Demonstrated experience managing patient feedback or liaison programs in a hospital setting.
• Strong leadership and team-building abilities.
• Excellent communication, conflict resolution, and relationship-building skills.
• Ability to manage multiple priorities and work collaboratively in a matrixed organization.
• Proficiency with patient experience platforms (e.g., Press Ganey) and feedback tracking tools.

Nice To Haves

• Master's degree preferred.
• Experience with service recovery or real-time rounding programs.
• Background in customer service training or facilitation.
• Familiarity with quality improvement, complaint resolution, or patient relations.

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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Ambulatory Health Care Services
• Education Level: Bachelor's degree