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Key Responsibilities

Process Improvement & Education, Training (60%)

+ 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.

Liaison Rounding & Experience Intelligence (30%)

+ 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.

Strategic Collaboration (10%)

+ 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.

Supervisory Responsibilities

+ 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.

+ Salary Range: $139,308 - $245,193 base only; excludes all incentives.

Qualifications

Education

+ Master’s degree in Healthcare Administration, Organizational Development, Nursing, Public Health, Business, or related field required.

Experience

+ Minimum 7 years of experience in healthcare, learning and development, or patient experience leadership.

+ Demonstrated success leading systemwide training programs or cultural change initiatives.

+ Excellent facilitation and interpersonal communication skills.

+ Familiarity with HCAHPS and patient experience metrics is preferred.

+ Experience partnering with Patient Relations and/or Risk Management is strongly preferred.

Skills

+ Strong strategic thinking and leadership capabilities.

+ Ability to lead cross-functional feedback loops and reporting infrastructure.

+ Excellent communication, facilitation, and stakeholder engagement skills.

Preferred Qualifications

+ Registered Nurse (RN) with background in nursing education, patient relations, or grievance management.

+ Certified Patient Experience Professional (CPXP).

Work Environment & Physical Requirements

+ Hybrid role with a regular on-site presence across hospitals and ambulatory sites.

+ Occasional travel across system locations required.

+ Ability to thrive in a fast-paced, matrixed healthcare environment with multiple stakeholders and shifting priorities.

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

Atlantic Health System offers a competitive and comprehensive Total Rewards package that supports the health, financial security, and well-being of all team members. Offerings vary based on role level (Team Member, Director, Executive). Below is a general summary, with role-specific enhancements highlighted:

Team Member 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

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Note: In Compliance with the NJ Pay Transparency Act (effective Sunday, June 1, 2025), all job postings will include the hourly wage or salary (or a range), as well as this summary of benefits. Final compensation and benefit eligibility may vary by role and employment status and will be confirmed at the time of offer.

EEO STATEMENT

Atlantic Health System, Inc. is an equal employment opportunity employer and federal contractor or subcontractor and therefore abides by applicable laws to protect applicants and employees from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral, and other aspects of employment, on the basis of race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, citizenship status, disability, age, genetics, or veteran status.