Manager, Patient Access Center (PAC) Performance Improvement

Overview

The Manager of Patient Access Center (PAC) Performance Improvement is a key strategic leader responsible for elevating the performance and quality of our PAC at Hackensack Meridian Health (HMH). This role is a strategic advisor and utilizes advanced analytics and AI to reengineer processes, forecast trends, and foster a culture of continuous improvement. Directly supports both leaders and staff to help deliver an outstanding patient experience, moving beyond traditional quality assurance to design and proactively implement systems that drive excellence.

 

This position will offer a hybrid schedule.

 

Responsibilities

A day in the life of a Manager of Patient Access Center (PAC) Performance Improvement at Hackensack Meridian Health includes:

 

• Shape Strategy with Data: Use performance data and analytics, including insights from AI-powered tools, to set the department's overall strategy. Identify trends, establish clear goals, and report to leadership on how the training and improvement efforts are making an impact.
• Advise Leadership with Data-Driven Insights: Translate complex performance data into clear, actionable recommendations for leadership. Utilize analysis to help guide smart business decisions, staffing, and technology choices.
• Lead Quality and Performance Improvement: Oversee the quality assurance program, using data to define what great service looks like. Utilize AI-powered tools to review patient interactions for key insights on sentiment, compliance, and successful outcomes, providing objective data for coaching and performance improvement.
• Find and Fix the Root Cause of Problems: Look beyond individual mistakes to find and solve systemic issues. Redesign workflows and processes to prevent the same problems from happening again.
• Drive Predictive Performance Analytics: Analyze performance trends to predict future challenges. Proactively provide solutions to potential problems before they affect the patient experience.
• Develop a Continuous Improvement Framework: Create a formal process where insights from data and AI are used to consistently update our training, coaching methods, and daily procedures.
• Manage Training and Development: Design and manage all training for the department, from new hire onboarding to ongoing skill development. Ensure all training is relevant and directly addresses the insights gathered from analysis.
• Develop and Standardize Best Practices: Identify what our top performers do differently - with help from data analytics - and turn those successful behaviors into standard procedures and training materials for the entire team.
• Champion Performance Technology and Automation: Act as the subject matter expert on performance-related technology. Evaluate, recommend, and lead the implementation of new tools - including AI and automation - that provide deeper insights and increase team efficiency.
• Ensure Compliance and Process Quality: Use performance data to monitor for and correct any compliance risks. Develop targeted training to ensure our processes are followed correctly and with integrity.
• Lead and Mentor Your Team: Manage a team of analysts and trainers, fostering a culture of accountability and continuous improvement. Support team's growth and performance through effective coaching, planning, and performance appraisals.
• Partner with Patient Access Center supervisors to develop and deliver a training and coaching model, establishing clear roles and responsibilities between supervisors, quality, learning, and development teams.
• Partner Across Departments: Work closely with medical offices, Information Technology (IT), and other departments to ensure the team has the information and tools needed to provide seamless and consistent service.
• Maintain Knowledge Resources: Oversee the department's database of policies and procedures, ensuring all information used by the Patient Access team is accurate and up-to-date.
• Uphold Professional Standards: Maintain a strong working knowledge of all relevant laws and regulations to ensure the team operates in an honest, ethical, and professional manner at all times.
• Other duties and/or projects as assigned.
• Adheres to HMH Organizational competencies and standards of behavior.

Qualifications

Education, Knowledge, Skills and Abilities Required:

• A Bachelor's degree in Business, Data Analytics, Healthcare Administration, or a related field OR equivalent relevant experience (4 years)
• Minimum of 5 years of experience in a high-volume, multi-skilled contact center, or related healthcare access environment.
• Minimum of 5 years of direct experience in a role focused on performance analytics, process improvement, or quality strategy that must include demonstrated experience using data to drive strategic change.
• Minimum of 3 years of experience in people management, with a proven track record of developing high-performing teams, preferably with teams of analysts, trainers, and/or quality specialists.
• Strong analytical and problem-solving skills, with a proven ability to perform root cause analysis and redesign processes to achieve better outcomes.
• Proficient with data analysis and visualization tools (e.g., Advanced Excel/Sheets, Tableau, Power BI). Experience with contact center analytics platforms, especially those using AI for sentiment and performance analysis, is highly desired.
• Excellent verbal and written communication skills and presentation skills, with the ability to translate complex data into clear, actionable insights for both frontline staff and senior leadership.
• Demonstrated ability to think strategically and develop data-driven frameworks that foster a culture of continuous improvement.
• Proactive and innovative mindset with a passion for leveraging technology to solve business problems. Flexible and able to thrive in a dynamic, team-oriented environment.
• Proficient computer skills that include but are not limited to Google Suite and/or Microsoft Office platforms.

 

Education, Knowledge, Skills and Abilities Preferred:

• A Master's degree (e.g., Master's in Business or Healthcare Administration) is highly preferred.
• Experience in the healthcare industry.
• Experience with AI-powered contact center intelligence platforms,
• Experience with EPIC.
• Proven expertise with Cisco.

Licenses and Certifications Preferred:

• Certification in a process improvement methodology such as Lean, Six Sigma Green or Black Belt, and/or Agile.

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!      

Starting Minimum RateMinimum rate of $133,120 Annually Job Posting DisclosureHMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package. The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to: Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness. Experience: Years of relevant work experience. Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training. Skills: Demonstrated proficiency in relevant skills and competencies. Geographic Location: Cost of living and market rates for the specific location. Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization. Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered. Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts. In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.