Service Excellence Manager - CentraState Medical Center

Atlantic Health is seeking a Service Excellence Manager for CentraState Medical Center. 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.

CentraState Healthcare System, in partnership with Atlantic Health System, is a fully accredited, not-for-profit, community-based health system dedicated to providing comprehensive health services in central New Jersey. Beyond offering a wide range of advanced diagnostic and treatment options, CentraState is committed to being a valuable health partner, focusing on disease prevention, promoting healthy behaviors, and helping individuals of all ages live well.

Located in Freehold, CentraState includes a 284-bed acute-care hospital, a dynamic health and wellness campus, two award-winning senior living communities, a charitable foundation, and convenient satellite health pavilions. These pavilions offer primary care, specialty physician practices, and access to outpatient services such as lab work and physical therapy.

CentraState is proud to be among the less than two percent of hospitals nationwide to earn Magnet designation for nursing excellence five times. Additionally, it has been recognized as a Great Place to Work-Certified Company by Great Place to Work for four consecutive years.

Joining CentraState means becoming part of a pioneering healthcare facility committed to high-quality, patient-focused care. We invite you to make a difference in our community and advance your career with us. We support our employees with work/life balance initiatives, tuition assistance, career advancement opportunities, and more.

Discover why our employees love their jobs and being part of the CentraState family!

CentraState Health System offers a competitive and comprehensive Total Rewards package that supports the health, financial security, and well-being of all team members.

What We Offer:

• Medical, Dental, Vision, Prescription Coverage (30 hours per week or above for full-time and part-time team members)
• Life & AD&D Insurance
• Long-Term Disability (with options to supplement)
• 403(b) Retirement Plan with employer match
• 401(a) Retirement Plan with employer contribution
• PTO
• Tuition Reimbursement
• Well-Being Rewards
• Employee Assistance Program (EAP)
• Fertility Coverage, Healthy Pregnancy Program
• Flexible Spending & Commuter Accounts
• Pet, Home & Auto, Identity Theft and Legal Insurance
• Growth Opportunity and Workforce Development Initiatives
• Continuing Education / Onsite Training
• A warm, welcoming company culture based upon mutual respect and a collaborative goal of providing excellent patient care
• Concierge Services with Work & Family Benefits
• Magnet recognized healthcare facility

Compensation Range: $87,750-149,175 annually

The compensation above reflects the established range from CentraState Healthcare System (CSHS) for this position at the time the job was posted. CSHS considers many factors to determine compensation, including education, experience, skills, licenses, certification, and training. As such, team member compensation may fall outside this range.

Additionally, the compensation range reflects base salary and does not include extra shift rates or incentives tied to quality, productivity, etc., as applicable.

The benefits outlined also reflect CSHS' policy at the time of posting. Benefits as are made available to other similarly situated team members of CSHS, although participation is at all times in accordance with and subject to the eligibility and other provisions of such plans and programs. CSHS may modify its benefits plans or programs at any time.

CSHS is proud to comply with all pay equity and pay transparency laws.