Manager, Consumer Services

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Manager, Consumer Services leads the operational, programmatic, and people functions of the Office of Human Experience across the network. This role leads a multi-disciplinary team encompassing call center operations, experience coordination, performance improvement, volunteer services, and patient engagement, unifying these functions into a seamless, integrated service model. The Manager, Consumer Services connects clinical, operational, quality, risk, marketing, HR, and site leadership across the network to resolve complex consumer issues.

Key responsibilities include overseeing Patient & Family Advisory Councils (PFACs), Volunteer Programs & Services, the High School Student Career Explorer Program, the Consumer Services Center, reputation management, administrative referrals, and complaint and grievance management. Beyond routine operations, this role leads cross-functional improvement teams and initiatives, applies creative problem solving to issues without established precedent or pathway, optimizes resource integration across network sites, and translates consumer feedback into measurable organizational improvement.

The role exercises independent authority over service recovery, resource allocation, and escalation, representing the Office of Human Experience to executive leadership and external stakeholders.

• Bachelor's degree.
• Five (5) or more years of progressive experience in patient experience, patient advocacy, performance/process improvement, customer service, or healthcare operations, including a minimum of two (2) years of direct people-management experience.
• Demonstrated experience leading teams with varied roles, functions, or job descriptions.
• Demonstrated experience leading cross-functional teams or projects involving stakeholders outside of direct reporting authority.
• Working knowledge of complaint and grievance regulatory requirements (CMS Conditions of Participation, Joint Commission, applicable state regulation).
• Demonstrated analytical skills, including the ability to interpret experience and service data and translate findings into action.
• Excellent organizational skills and the ability to prioritize and manage multiple concurrent priorities.
• Excellent verbal, written, and interpersonal skills, with the ability to communicate effectively with a diverse consumer population and with all levels of a complex organization, including executive leadership.
• Sound independent judgment, problem-solving, and decision-making skills in ambiguous or high-pressure situations.
• Proficient computer skills that include but are not limited to Google Suite and/or Microsoft Office platforms.

• Master's Degree in healthcare administration, business, public health, or a related field.
• Management competency in budget, human resource management, and performance/process improvement.
• Formal training or certification in process improvement (Lean, Six Sigma, or equivalent) or patient experience (e.g., CPXP).
• Experience operating in a multi-site or health system/network environment.
• Experience facilitating Patient & Family Advisory Councils or similar consumer advisory bodies.
• Demonstrated ability to interact with and advocate for healthcare consumers and their families resulting in an exceptional human experience and brand loyalty.
• Proven writing, public speaking and presentation skills.
• Volunteer services or student program management experience.
• Bi-lingual.

• Certified Patient Experience Professional.