What are the responsibilities and job description for the Manager, Patient Access Center (PAC) Performance Improvement position at Hackensack Meridian Health?
Our team members are the heart of what makes us better.
At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.
Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.
The Manager of Patient Access Center (PAC) Performance Improvement is a key strategic leader responsible for elevating the performance and quality of our PAC at Hackensack Meridian Health (HMH). This role is a strategic advisor and utilizes advanced analytics and AI to reengineer processes, forecast trends, and foster a culture of continuous improvement. Directly supports both leaders and staff to help deliver an outstanding patient experience, moving beyond traditional quality assurance to design and proactively implement systems that drive excellence.
This position will offer a hybrid schedule.
Qualifications:
Education, Knowledge, Skills and Abilities Required:
- A Bachelor's degree in Business, Data Analytics, Healthcare Administration, or a related field OR equivalent relevant experience (4 years)
- Minimum of 5 years of experience in a high-volume, multi-skilled contact center, or related healthcare access environment.
- Minimum of 5 years of direct experience in a role focused on performance analytics, process improvement, or quality strategy that must include demonstrated experience using data to drive strategic change.
- Minimum of 3 years of experience in people management, with a proven track record of developing high-performing teams, preferably with teams of analysts, trainers, and/or quality specialists.
- Strong analytical and problem-solving skills, with a proven ability to perform root cause analysis and redesign processes to achieve better outcomes.
- Proficient with data analysis and visualization tools (e.g., Advanced Excel/Sheets, Tableau, Power BI). Experience with contact center analytics platforms, especially those using AI for sentiment and performance analysis, is highly desired.
- Excellent verbal and written communication skills and presentation skills, with the ability to translate complex data into clear, actionable insights for both frontline staff and senior leadership.
- Demonstrated ability to think strategically and develop data-driven frameworks that foster a culture of continuous improvement.
- Proactive and innovative mindset with a passion for leveraging technology to solve business problems. Flexible and able to thrive in a dynamic, team-oriented environment.
- Proficient computer skills that include but are not limited to Google Suite and/or Microsoft Office platforms.
Education, Knowledge, Skills and Abilities Preferred:
- A Master's degree (e.g., Master's in Business or Healthcare Administration) is highly preferred.
- Experience in the healthcare industry.
- Experience with AI-powered contact center intelligence platforms,
- Experience with EPIC.
- Proven expertise with Cisco.
Licenses and Certifications Preferred:
- Certification in a process improvement methodology such as Lean, Six Sigma Green or Black Belt, and/or Agile.
If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!