Atlantic Health
Patient Experience Transformation Leader - Chilton Medical Center
Atlantic Health, Pompton Lakes, New Jersey, us, 07442
Patient Experience Transformation Leader – Chilton Medical Center
Job Title:
Patient Experience Transformation Leader
Department:
Patient Experience
Reports To:
Director, Experience Transformation & Consumer Insights
Position Summary:
The Patient Experience Transformation Leader drives strategic, systemwide improvement efforts that elevate the care experience across all settings at Atlantic Health. This role combines technical acumen in process improvement (Lean, Six Sigma) with a deep understanding of healthcare operations, culture, and empathy to convert insight into action and inspire teams to own and elevate the patient and family experience.
Key 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).
7 years of progressive leadership in healthcare transformation, performance improvement, or experience strategy.
Certification in Lean, Six Sigma Black Belt, or equivalent highly preferred.
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.
Preferred Attributes
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.
Working Conditions
Hybrid work model with regular on‑site presence across system locations.
Occasional evening or weekend support for strategic events, training, or improvement efforts.
Benefits Atlantic Health System offers a competitive Total Rewards package that supports the health, financial security, and well‑being of all team members, including medical, dental, vision, prescription coverage; life and AD&D; short‑term and long‑term disability; 403(b) retirement plan; PTO & paid sick leave; tuition assistance; parental, adoption, and surrogacy leave; backup and on‑site child care; well‑being rewards; and employee assistance program.
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.
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Patient Experience Transformation Leader
Department:
Patient Experience
Reports To:
Director, Experience Transformation & Consumer Insights
Position Summary:
The Patient Experience Transformation Leader drives strategic, systemwide improvement efforts that elevate the care experience across all settings at Atlantic Health. This role combines technical acumen in process improvement (Lean, Six Sigma) with a deep understanding of healthcare operations, culture, and empathy to convert insight into action and inspire teams to own and elevate the patient and family experience.
Key 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).
7 years of progressive leadership in healthcare transformation, performance improvement, or experience strategy.
Certification in Lean, Six Sigma Black Belt, or equivalent highly preferred.
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.
Preferred Attributes
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.
Working Conditions
Hybrid work model with regular on‑site presence across system locations.
Occasional evening or weekend support for strategic events, training, or improvement efforts.
Benefits Atlantic Health System offers a competitive Total Rewards package that supports the health, financial security, and well‑being of all team members, including medical, dental, vision, prescription coverage; life and AD&D; short‑term and long‑term disability; 403(b) retirement plan; PTO & paid sick leave; tuition assistance; parental, adoption, and surrogacy leave; backup and on‑site child care; well‑being rewards; and employee assistance program.
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.
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