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 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.

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