Manager, Consumer Services

Hackensack Meridian Health; Woodbridge Township (NJ); On-site; USD 102,000 - 125,000; Full time

Job summary

Hackensack Meridian Health is seeking 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 activities to deliver a seamless service model.

You will work with clinical, quality, HR and site leaders, manage PFACs, volunteer programs, and reputation management, and drive improvements based on consumer feedback.

Qualifications

• 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.

Responsibilities

• Oversee the Office of Human Experience operations across the network.
• Lead multidisciplinary teams including call center operations, experience coordination, performance improvement, volunteer services, and patient engagement.
• Translate consumer feedback into measurable organizational improvement.
• Represent the Office of Human Experience to executive leadership and external stakeholders.

Skills

Verbal communication

Written communication

Interpersonal skills

Analytical skills

Education

Bachelor's degree

Master's Degree in healthcare administration / business / public health / related field

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.

182440

Minimum rate of $113,609.60 Annually

HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package.

The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to:

• Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness.

• Experience: Years of relevant work experience.

• Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training.

• Skills: Demonstrated proficiency in relevant skills and competencies.

• Geographic Location: Cost of living and market rates for the specific location.

• Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization.

• Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered.

Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts.

In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.

HACKENSACK MERIDIAN HEALTH (HMH) IS AN EQUAL OPPORTUNITY EMPLOYER

All qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding, genetic information, refusal to submit to a genetic test or make available to an employer the results of a genetic test, atypical hereditary cellular or blood trait, national origin, nationality, ancestry, disability, marital status, liability for military service, or status as a protected veteran.