Manager, Consumer Insights

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. In addition to conducting high-level analysis, 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.

Education:

• Bachelor's degree in Public Health, Healthcare Administration, Business Analytics, Statistics, or related field required.
• Master's degree preferred.

Experience:

• Minimum of 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.

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 provided to our patients, team members and communities. Below are just a few of our accolades:

• 100 Best Companies to Work For and FORTUNE magazine for 15 years
• Best Places to Work in Healthcare - Modern Healthcare
• 150 Top Places to work in Healthcare - Becker's Healthcare
• 100 Accountable Care Organizations to Know - Becker's Hospital Review
• Best Employers for Workers over 50 - AARP
• Gold-Level "Well Workplace": Wellness Council of America (WELCOA)
• One of the 100 Best Workplaces for "Millennials" Great Place to Work and FORTUNE magazine
• One of the 20 Best Workplaces in Health Care: Great Place to Work and FORTUNE magazine
• Official Health Care Partner of the New York Jets
• NJ Sustainable Business

Atlantic Health System offers a competitive and comprehensive Total Rewards package that supports the health, financial security, and well-being of all team members. Offerings vary based on role level (Team Member, Director, Executive). Below is a general summary, with role-specific enhancements highlighted:

Team Member Benefits

• Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members)
• Life & AD&D Insurance.
• Short-Term and Long-Term Disability (with options to supplement)
• 403(b) Retirement Plan: Employer match, additional non-elective contribution
• PTO & Paid Sick Leave
• Tuition Assistance, Advancement & Academic Advising
• Parental, Adoption, Surrogacy Leave
• Backup and On-Site Childcare
• Well-Being Rewards
• Employee Assistance Program (EAP)
• Fertility Benefits, Healthy Pregnancy Program
• Flexible Spending & Commuter Accounts
• Pet, Home & Auto, Identity Theft and Legal Insurance

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Note: In Compliance with the NJ Pay Transparency Act (effective Sunday, June 1, 2025), all job postings will include the hourly wage or salary (or a range), as well as this summary of benefits. Final compensation and benefit eligibility may vary by role and employment status and will be confirmed at the time of offer.

EEO STATEMENT

Atlantic Health System, Inc. is an equal employment opportunity employer and federal contractor or subcontractor and therefore 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.