Patient Experience Transformation Leader - Morristown 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 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

 

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.

At Atlantic Health System, our promise to our communities is; Anyone who enters one of our facilities, will receive the highest quality care delivered at the right time, at the right place, and at the right cost. This commitment is also echoed in the respect, development and opportunities we give to our more than 20,000 team members. Headquartered in Morristown, New Jersey, we are one of the leading non-profit health care systems in the nation. Our facilities and sites of care include:

• Morristown Medical Center, Morristown, NJ
• Overlook Medical Center, Summit, NJ
• Newton Medical Center, Newton, NJ
• Chilton Medical Center, Pompton Plains, NJ
• Hackettstown Medical Center, Hackettstown, NJ
• Goryeb Children's Hospital, Morristown, NJ
• CentraState Healthcare System, Freehold, NJ
• Atlantic Home Care and Hospice
• Atlantic Mobile Health
• Atlantic Rehabilitation

We also have more than 900 community-based healthcare providers affiliated through Atlantic Medical Group. Atlantic Accountable Care Organization is one of the largest ACOs in the nation, and we are a member of AllSpire Health Partners.

We have received awards and recognition for  the services we have provid