Atlantic Health
Overview
The Consumer Insights Manager is responsible for leading the analysis and interpretation of patient experience data to drive continuous improvement across the health system. This role oversees the collection, synthesis, and translation of data from sources such as Press Ganey, patient comments, grievances, web reviews, and other feedback channels. The Manager leads a team of Consumer Insights Intake Coordinators to ensure timely, accurate, and comprehensive capture and categorization of the patient voice. The Manager serves as a strategic partner to operational and clinical leaders, providing actionable insights that inform systemwide patient experience strategy. Key Responsibilities
Consumer Insights & Analysis Extract, analyze, and interpret patient experience data from Press Ganey and other platforms (e.g., HCAHPS, complaints, grievances, real-time feedback, web/social reviews). Translate qualitative feedback (comments, narratives, reviews) into quantifiable themes using natural language processing or structured frameworks. Conduct trend analysis, root cause investigations, and driver identification to pinpoint improvement opportunities. Develop and distribute dashboards, reports, and presentations tailored for executive, clinical, and operational audiences. Deliver compelling, insight-driven stories that elevate the voice of the patient and guide improvement efforts. Team Leadership & Intake Oversight Manage, coach, and develop Consumer Insights Intake Coordinators to ensure accurate data capture, consistent theme classification, and timely escalation of key issues. Establish workflows, service level expectations, and quality assurance standards for intake operations. Monitor workload distribution and performance metrics across the intake team. Foster a collaborative and growth-oriented environment that supports professional development and operational excellence. Strategic Collaboration Partner with stakeholders in Patient Experience, Quality & Safety, Clinical Leadership, Marketing, and IT to embed patient insights into system initiatives and decision-making. Inform service recovery, education, and continuous improvement efforts using consumer-driven data. Support cross-functional initiatives focused on key patient experience drivers and systemwide goals. Innovation & Continuous Improvement Maintain high standards for data governance, integrity, and accuracy. Explore and implement new technologies or methodologies to enhance patient voice capture and insight generation. Support the development of standardized reporting tools and presentation templates for site and system use. Qualifications
Bachelor’s degree in Public Health, Healthcare Administration, Business Analytics, Statistics, or related field required. Master’s degree preferred. Experience
5 years of experience in healthcare data analytics, consumer insights, or experience management, with at least 1–2 years in a supervisory or managerial role. Deep familiarity with patient experience data platforms (e.g., Press Ganey, NRC Health) and CAHPS methodologies. Experience managing direct reports and working in a matrixed organization preferred. Skills & Abilities
Advanced analytical skills and proficiency with data tools such as Excel, Tableau, Power BI, or equivalent. Strong communication skills with the ability to distill complex data into clear, concise insights. Proven ability to lead and coach teams, prioritize competing demands, and manage projects effectively. Familiarity with qualitative analysis, sentiment analysis, or natural language processing a plus. Collaborative, self-directed, and able to influence across all levels of an organization. Working Conditions
Hybrid work arrangements may be available. Occasional travel required for site engagement, presentations, and team collaboration. About Us
Atlantic Health System, headquartered in Morristown, New Jersey, is a leading non-profit health care system with facilities including Morristown Medical Center, Overlook Medical Center, Newton Medical Center, Chilton Medical Center, Hackettstown Medical Center, Goryeb Children’s Hospital, CentraState Healthcare System, Atlantic Home Care and Hospice, Atlantic Mobile Health, and Atlantic Rehabilitation. The organization employs more than 20,000 team members and participates in Atlantic Medical Group and the Atlantic Accountable Care Organization. This section also includes awards and benefits information described in the posting. Seniority level:
Mid-Senior level Employment type:
Full-time Job function:
Marketing and Sales Industries:
Hospitals and Health Care EEO Statement
Atlantic Health System, Inc. is an equal employment opportunity employer and federal contractor or subcontractor and 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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The Consumer Insights Manager is responsible for leading the analysis and interpretation of patient experience data to drive continuous improvement across the health system. This role oversees the collection, synthesis, and translation of data from sources such as Press Ganey, patient comments, grievances, web reviews, and other feedback channels. The Manager leads a team of Consumer Insights Intake Coordinators to ensure timely, accurate, and comprehensive capture and categorization of the patient voice. The Manager serves as a strategic partner to operational and clinical leaders, providing actionable insights that inform systemwide patient experience strategy. Key Responsibilities
Consumer Insights & Analysis Extract, analyze, and interpret patient experience data from Press Ganey and other platforms (e.g., HCAHPS, complaints, grievances, real-time feedback, web/social reviews). Translate qualitative feedback (comments, narratives, reviews) into quantifiable themes using natural language processing or structured frameworks. Conduct trend analysis, root cause investigations, and driver identification to pinpoint improvement opportunities. Develop and distribute dashboards, reports, and presentations tailored for executive, clinical, and operational audiences. Deliver compelling, insight-driven stories that elevate the voice of the patient and guide improvement efforts. Team Leadership & Intake Oversight Manage, coach, and develop Consumer Insights Intake Coordinators to ensure accurate data capture, consistent theme classification, and timely escalation of key issues. Establish workflows, service level expectations, and quality assurance standards for intake operations. Monitor workload distribution and performance metrics across the intake team. Foster a collaborative and growth-oriented environment that supports professional development and operational excellence. Strategic Collaboration Partner with stakeholders in Patient Experience, Quality & Safety, Clinical Leadership, Marketing, and IT to embed patient insights into system initiatives and decision-making. Inform service recovery, education, and continuous improvement efforts using consumer-driven data. Support cross-functional initiatives focused on key patient experience drivers and systemwide goals. Innovation & Continuous Improvement Maintain high standards for data governance, integrity, and accuracy. Explore and implement new technologies or methodologies to enhance patient voice capture and insight generation. Support the development of standardized reporting tools and presentation templates for site and system use. Qualifications
Bachelor’s degree in Public Health, Healthcare Administration, Business Analytics, Statistics, or related field required. Master’s degree preferred. Experience
5 years of experience in healthcare data analytics, consumer insights, or experience management, with at least 1–2 years in a supervisory or managerial role. Deep familiarity with patient experience data platforms (e.g., Press Ganey, NRC Health) and CAHPS methodologies. Experience managing direct reports and working in a matrixed organization preferred. Skills & Abilities
Advanced analytical skills and proficiency with data tools such as Excel, Tableau, Power BI, or equivalent. Strong communication skills with the ability to distill complex data into clear, concise insights. Proven ability to lead and coach teams, prioritize competing demands, and manage projects effectively. Familiarity with qualitative analysis, sentiment analysis, or natural language processing a plus. Collaborative, self-directed, and able to influence across all levels of an organization. Working Conditions
Hybrid work arrangements may be available. Occasional travel required for site engagement, presentations, and team collaboration. About Us
Atlantic Health System, headquartered in Morristown, New Jersey, is a leading non-profit health care system with facilities including Morristown Medical Center, Overlook Medical Center, Newton Medical Center, Chilton Medical Center, Hackettstown Medical Center, Goryeb Children’s Hospital, CentraState Healthcare System, Atlantic Home Care and Hospice, Atlantic Mobile Health, and Atlantic Rehabilitation. The organization employs more than 20,000 team members and participates in Atlantic Medical Group and the Atlantic Accountable Care Organization. This section also includes awards and benefits information described in the posting. Seniority level:
Mid-Senior level Employment type:
Full-time Job function:
Marketing and Sales Industries:
Hospitals and Health Care EEO Statement
Atlantic Health System, Inc. is an equal employment opportunity employer and federal contractor or subcontractor and 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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