Manager, Patient Experience & Service Excellence

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

Benefits offered by this job

Health benefits

Dental insurance

Vision care

Paid leave

Tuition reimbursement

Retirement benefits

Job summary

Hackensack Meridian Health is seeking a Manager, Consumer Services to lead the Office of Human Experience across the network. You will oversee the Consumer Services Center, PFACs, volunteer programs, and patient engagement while aligning clinical, operational, quality, risk, marketing, HR, and site leadership to improve service recovery and consumer satisfaction.

You will drive cross-functional improvement teams, deploy Lean/Six Sigma methodologies, and translate consumer feedback into

Qualifications

• Bachelor's degree required.
• 5+ years of experience in patient experience, patient advocacy, performance improvement, customer service, or healthcare operations, including 2+ years of direct people-management experience.
• Master's degree preferred; CPXP or Lean/Six Sigma training is a plus.

Responsibilities

• Lead a multi-disciplinary team across consumer services, PFACs, and volunteer programs.
• Own data, reporting, and analytics for patient experience, grievances, and program KPIs.
• Serve as liaison to network sites, standardize policies, and ensure consistent consumer service standards.

Skills

People management

Cross-functional collaboration

Process improvement

Analytical skills

Communication

Education

Bachelor's degree

Master's degree preferred

Tools

Google Suite

Microsoft Office

Job description

Hackensack Meridian Health is seeking a Manager, Consumer Services to lead the Office of Human Experience across the network. You will oversee the Consumer Services Center, PFACs, volunteer programs, and patient engagement while aligning clinical, operational, quality, risk, marketing, HR, and site leadership to improve service recovery and consumer satisfaction.

You will drive cross-functional improvement teams, deploy Lean/Six Sigma methodologies, and translate consumer feedback into