Service Excellence Manager - Hackettstown Medical Center & Newton Medical Center

Atlantic Health is seeking a Service Excellence Manager for Hackettstown & Newton Medical Centers. The Service Excellence Manager is a key leader in the Patient Experience team, responsible for overseeing the day-to-day operations and impact of Service Excellence Liaisons across Atlantic Health’s hospitals. This individual plays a central role in advancing a culture of compassion, responsiveness, and extraordinary caring by ensuring that patient feedback—both positive and constructive—is heard, acted upon, and used to drive continuous improvement.

Reporting to the Director of Patient Education & Service Excellence, the Manager partners closely with operational and clinical leaders to ensure timely service recovery, staff recognition, and alignment of feedback trends with organizational priorities. This role also supports education and training initiatives across the system, reinforcing a consistent and proactive approach to experience excellence.

Service Excellence Liaison Oversight

• Lead and manage a team of Service Excellence Liaisons, providing coaching, coordination, and performance support.
• Standardize liaison practices across hospitals to ensure consistency in patient rounding, documentation, escalation, and follow-up.
• Monitor trends and productivity across liaison activities, ensuring equitable coverage and efficient workflows.

Patient Feedback & Service Recovery

• Oversee processes for capturing and responding to real-time patient feedback, ensuring a seamless and supportive experience for patients and families.
• Partner with operational leaders to resolve concerns in a timely, empathetic, and coordinated manner.
• Ensure staff are recognized and celebrated for behaviors that reflect Atlantic Health’s commitment to Extraordinary Caring.

Collaboration & Education

• Work with the Director to support ongoing education and training related to service excellence, empathy, and communication.
• Reinforce best practices for staff and leaders in responding to patient concerns, compliments, and real-time needs.
• Collaborate with Patient Relations, Risk Management, and Consumer Insights teams to ensure integrated approaches to feedback and experience improvement.

Performance Monitoring & Improvement

• Track and report key performance indicators (e.g., response time to concerns, resolution rates, compliment volume) to measure impact and identify opportunities.
• Contribute to experience dashboards and leadership reports with insights from frontline patient feedback.
• Identify systemwide improvement opportunities and support action planning in collaboration with site leadership.

Education:

• Bachelor’s degree in Healthcare Administration, Nursing, Public Health, Communications, or a related field required. Master’s degree preferred.

Experience:

• Minimum of 5 years of experience in patient experience, service recovery, healthcare operations, or related field.
• At least 2 years of experience in a supervisory or team lead role.
• Demonstrated experience managing patient feedback or liaison programs in a hospital setting.

Skills:

• Strong leadership and team-building abilities.
• Excellent communication, conflict resolution, and relationship-building skills.
• Ability to manage multiple priorities and work collaboratively in a matrixed organization.
• Proficiency with patient experience platforms (e.g., Press Ganey) and feedback tracking tools.

Preferred Qualifications:

• Experience with service recovery or real-time rounding programs.
• Background in customer service training or facilitation.
• Familiarity with quality improvement, complaint resolution, or patient relations.

Work Environment & Travel

• Hybrid role with regular on-site presence across hospital campuses.
• Occasional evening or weekend availability may be required to support liaison operations or training events.

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.