Patient Experience Transformation Leader

Overview

The Patient Experience Transformation Leader drives strategic, systemwide improvement efforts that elevate the care experience across all settings at Atlantic Health. This role blends technical acumen in process improvement (Lean, Six Sigma) with a deep understanding of healthcare operations, culture, and empathy.

Reporting to the Director of Experience Transformation & Consumer Insights, this leader partners with executives, site leaders, and interdisciplinary teams to convert insight into action. The ideal candidate is a data-savvy change agent who is passionate about healthcare, brings structure and clarity to complex environments, and inspires teams to own and elevate the patient and family experience.

Responsibilities

• Lead systemwide, high-impact transformation projects aimed at improving the patient experience using Lean, Six Sigma, and human-centered design approaches
• Design and implement structured improvement systems that integrate voice-of-the-customer feedback, top-box performance metrics, and equity benchmarks
• Collaborate with analytics teams to interpret HCAHPS, real-time feedback, and sentiment data to drive insight-led change
• Serve as a strategic advisor and thought partner to site and service line leaders in embedding Extraordinary Caring behaviors and operational excellence
• Facilitate working sessions, learning collaboratives, and leadership retreats that build internal capability for patient-centered transformation
• Mentor and coach team members in continuous improvement methodology and structured problem-solving
• Build relationships with leaders across Quality, Nursing, Risk, and HR to align PX transformation with safety, culture, and accountability frameworks
• Support system storytelling through dashboards, executive reports, and presentations that clearly communicate performance, progress, and impact

Qualifications

• Bachelor’s degree required; Master’s preferred (e.g., Engineering, Healthcare Administration, Business, Organizational Leadership)
• Minimum of 7 years of progressive leadership in healthcare transformation, performance improvement, or experience strategy
• Certification in Lean, Six Sigma Black Belt, or equivalent required
• Demonstrated success leading cross-functional change in large, complex organizations
• Deep understanding of healthcare operations, regulatory standards, and patient experience drivers
• Excellent facilitation, communication, and coaching skills
• Strong storytelling, presentation, and data interpretation capabilities using tools such as Power BI, Tableau, or Excel
• Systems thinker with the ability to drive clarity in ambiguity
• Passion for mission-driven work and the human side of care
• Ability to balance compassion with accountability in leading cultural change
• Experience working across diverse healthcare settings including hospitals, ambulatory, and medical group environments

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.

About Us

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: $78,000 - 132,600 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.

Salary : $78,000 - $132,600