Patient Experience Manager - Education

Job Title: Patient Experience Manager – Education
Department: Patient Experience
Reports To: Executive Director, Patient Experience
FLSA Status: Exempt
Location: Atlantic Health System & Atlantic Medical Group 

Position Summary

The Patient Experience Manager – Education is responsible for developing and implementing the Patient Experience (PX) education strategy across Atlantic Health System and Atlantic Medical Group (AMG).

This role leads the structured deployment and reinforcement of Atlantic Health’s internally branded experience framework, Extraordinary Caring in Action (ECA), and oversees education related to patient experience data, reporting, measurement methodology, and best practices.

The Manager ensures that leaders, providers, and frontline team members are educated on the right topics, at the right time, and in the right format to support continuous PX improvement.

This is an individual contributor role with no direct reports and does not oversee Service Excellence operations or direct patient feedback resolution.

Key Responsibilities

PX Education Strategy & Planning

• Develop and maintain a comprehensive PX education roadmap aligned with system and AMG priorities.
• Define role-based learning pathways for leaders, providers, frontline staff, and operational partners.
• Assess education needs based on performance trends, implementation phases, and strategic initiatives.
• Sequence and deploy education initiatives to support sustained performance improvement.

Extraordinary Caring in Action (ECA) Implementation

• Lead the structured rollout and reinforcement of ECA behaviors across inpatient, ambulatory, and outpatient settings.
• Deliver education sessions focused on behavioral expectations, communication standards, and service recovery fundamentals.
• Support leaders in embedding ECA principles into daily workflows, rounding, and team meetings.
• Reinforce consistency of expectations across regions and care settings.

Patient Experience Data, Reporting & Methodology Education

• Develop and deliver education on PX data sources (e.g., Press Ganey, CAHPS), dashboards, and reporting tools.
• Educate leaders on survey methodology, key drivers, and performance benchmarks.
• Promote data literacy to ensure leaders can interpret and act on feedback appropriately.
• Partner with Consumer Insights to align education with reporting updates and system standards.

Continuous Improvement & Best Practices

• Integrate evidence-based patient experience best practices into education programming.
• Support operational leaders in applying improvement approaches to address performance gaps.
• Collaborate with Experience Transformation, Consumer Insights, Service Excellence, Nursing, and AMG leaders to align education efforts.
• Evaluate education effectiveness and refine approach based on feedback and performance movement.

Education Delivery & Facilitation

• Facilitate in-person and virtual PX education sessions across Atlantic Health and AMG sites.
• Develop reinforcement tools, facilitator guides, and follow-up resources.
• Partner with Learning & Development to embed PX education into onboarding and leadership programs.
• Track participation and ensure appropriate organizational reach.

 

Qualifications

Education

Bachelor’s degree required; Master’s degree preferred.

Experience

• 3–5 years of experience in healthcare, patient experience, education, or performance improvement.
• Experience facilitating education in complex healthcare environments strongly preferred.
• Familiarity with patient experience metrics and survey methodology preferred.

Skills

• Strong facilitation and presentation skills.
• Ability to translate data into practical education.
• Strategic planning and disciplined execution.
• Ability to influence without direct authority.
• Strong organization and follow-through.
• Proficiency in Microsoft Office and PX reporting platforms.

Preferred Certifications

• Certified Patient Experience Professional (CPXP)
• Training in Compassionate Connected Care® or similar frameworks

Travel

Atlantic Health System and AMG sites as needed.

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.