Manager, Consumer Services

Hackensack Meridian Health Inc.; Iselin (PA); On-site; USD 110,000 - 150,000; Full time

Job summary

Hackensack Meridian Health seeks a Manager, Consumer Services to lead the Office of Human Experience across the network. This role directs call center operations, experience coordination, and patient engagement, unifying services into a seamless model.

You will collaborate with clinical, operational, quality, risk, marketing, HR, and site leadership to resolve complex consumer issues, guide PFACs and volunteer initiatives, and drive strategic improvements across multiple sites.

Qualifications

• Bachelor's degree required.
• 5+ years in patient experience or healthcare operations with at least 2 years of people management.
• Experience leading cross-functional teams or projects.
• Working knowledge of complaint/grievance regulatory requirements (CMS/Joint Commission).
• Strong analytical skills and ability to translate data into action.
• Excellent organizational, verbal, and written communication; ability to work with diverse stakeholders.
• Proficient with Google Suite and Microsoft Office.
• Bi-lingual abilities preferred.
• Master's degree and certifications in process improvement or patient experience (e.g., CPXP) preferred.

Responsibilities

• Oversee operational and programmatic functions of the Office of Human Experience across the network.
• Lead call center operations, experience coordination, volunteer services, PFACs, and patient engagement initiatives.
• Drive cross-functional improvement efforts and resource integration across sites.
• Translate consumer feedback into measurable organizational improvements.
• Represent the Office of Human Experience to executive leadership and external stakeholders.

Skills

People management

Cross-functional teamwork

Analytical skills

Communication

Regulatory knowledge

Office productivity tools

Education

Bachelor's degree

Master's degree

Tools

Google Suite

Microsoft Office

Job description

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Manager, Consumer Services leads the operational, programmatic, and people functions of the Office of Human Experience across the network. This role leads a multi-disciplinary team encompassing call center operations, experience coordination, performance improvement, volunteer services, and patient engagement, unifying these functions into a seamless, integrated service model. The Manager, Consumer Services connects clinical, operational, quality, risk, marketing, HR, and site leadership across the network to resolve complex consumer issues. Key responsibilities include overseeing Patient & Family Advisory Councils (PFACs), Volunteer Programs & Services, the High School Student Career Explorer Program, the Consumer Services Center, reputation management, administrative referrals, and complaint and grievance management. Beyond routine operations, this role leads cross-functional improvement teams and initiatives, applies creative problem solving to issues without established precedent or pathway, optimizes resource integration across network sites, and translates consumer feedback into measurable organizational improvement. The role exercises independent authority over service recovery, resource allocation, and escalation, representing the Office of Human Experience to executive leadership and external stakeholders.

Education, Knowledge, Skills and Abilities Required:

• Bachelor's degree.
• Five (5) or more years of progressive experience in patient experience, patient advocacy, performance/process improvement, customer service, or healthcare operations, including a minimum of two (2) years of direct people-management experience.
• Demonstrated experience leading teams with varied roles, functions, or job descriptions.
• Demonstrated experience leading cross-functional teams or projects involving stakeholders outside of direct reporting authority.
• Working knowledge of complaint and grievance regulatory requirements (CMS Conditions of Participation, Joint Commission, applicable state regulation).
• Demonstrated analytical skills, including the ability to interpret experience and service data and translate findings into action.
• Excellent organizational skills and the ability to prioritize and manage multiple concurrent priorities.
• Excellent verbal, written, and interpersonal skills, with the ability to communicate effectively with a diverse consumer population and with all levels of a complex organization, including executive leadership.
• Sound independent judgment, problem-solving, and decision-making skills in ambiguous or high-pressure situations.
• Proficient computer skills that include but are not limited to Google Suite and/or Microsoft Office platforms.

Education, Knowledge, Skills and Abilities Preferred:

• Master's Degree in healthcare administration, business, public health, or a related field.
• Management competency in budget, human resource management, and performance/process improvement.
• Formal training or certification in process improvement (Lean, Six Sigma, or equivalent) or patient experience (e.g., CPXP).
• Experience operating in a multi-site or health system/network environment.
• Experience facilitating Patient & Family Advisory Councils or similar consumer advisory bodies.
• Demonstrated ability to interact with and advocate for healthcare consumers and their families resulting in an exceptional human experience and brand loyalty.
• Proven writing, public speaking and presentation skills.
• Volunteer services or student program management experience.
• Bi-lingual.

Licenses and Certifications Preferred:

• Certified Patient Experience Professional.