Patient Experience & Service Excellence Manager

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

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.