Sr. Manager, Patient Experience - CentraState

Atlantic Health System•Freehold, NJ

About The Position

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. Scope Addendum – CentraState Service Excellence Operations – CentraState Provide end-to-end leadership for Service Excellence operations at CentraState. 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

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.
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.
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.
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.
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.

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