Job Title: Patient Experience Manager – Education
Department: Patient Experience
Reports To: Executive Director, Patient Experience
FLSA Status: Exempt
Location: Atlantic Health System & Atlantic Medical Group 

Position Summary

The Patient Experience Manager – Education is responsible for developing and implementing the Patient Experience (PX) education strategy across Atlantic Health System and Atlantic Medical Group (AMG).

This role leads the structured deployment and reinforcement of Atlantic Health’s internally branded experience framework, Extraordinary Caring in Action (ECA), and oversees education related to patient experience data, reporting, measurement methodology, and best practices.

The Manager ensures that leaders, providers, and frontline team members are educated on the right topics, at the right time, and in the right format to support continuous PX improvement.

This is an individual contributor role with no direct reports and does not oversee Service Excellence operations or direct patient feedback resolution.

Key Responsibilities

PX Education Strategy & Planning

Develop and maintain a comprehensive PX education roadmap aligned with system and AMG priorities. Define role-based learning pathways for leaders, providers, frontline staff, and operational partners. Assess education needs based on performance trends, implementation phases, and strategic initiatives. Sequence and deploy education initiatives to support sustained performance improvement.

Extraordinary Caring in Action (ECA) Implementation

Lead the structured rollout and reinforcement of ECA behaviors across inpatient, ambulatory, and outpatient settings. Deliver education sessions focused on behavioral expectations, communication standards, and service recovery fundamentals. Support leaders in embedding ECA principles into daily workflows, rounding, and team meetings. Reinforce consistency of expectations across regions and care settings.

Patient Experience Data, Reporting & Methodology Education

Develop and deliver education on PX data sources (e.g., Press Ganey, CAHPS), dashboards, and reporting tools. Educate leaders on survey methodology, key drivers, and performance benchmarks. Promote data literacy to ensure leaders can interpret and act on feedback appropriately. Partner with Consumer Insights to align education with reporting updates and system standards.

Continuous Improvement & Best Practices

Integrate evidence-based patient experience best practices into education programming. Support operational leaders in applying improvement approaches to address performance gaps. Collaborate with Experience Transformation, Consumer Insights, Service Excellence, Nursing, and AMG leaders to align education efforts. Evaluate education effectiveness and refine approach based on feedback and performance movement.

Education Delivery & Facilitation

Facilitate in-person and virtual PX education sessions across Atlantic Health and AMG sites. Develop reinforcement tools, facilitator guides, and follow-up resources. Partner with Learning & Development to embed PX education into onboarding and leadership programs. Track participation and ensure appropriate organizational reach.