Patient Experience Coordinator, Full Time, Days - Morristown

This is Monday - Friday, Day hours position. Hybrid upon manager discretion - must be willing to travel within NJ.

The Patient Experience Coordinator – Atlantic Medical Group (AMG) supports patient experience operations within one of AMG’s five regions. Under the guidance of the Patient Experience Manager, the Coordinator plays a hands-on role in executing patient experience strategies, responding to patient feedback, conducting practice visits, and reinforcing a culture of empathy, accountability, and continuous improvement.

This role is responsible for reviewing patient feedback, coordinating follow-up with practice leaders, conducting targeted in-services or huddles, and assisting with data review and reporting. As a key frontline member of the Patient Experience team, the Coordinator ensures that every patient voice is heard and that feedback is translated into timely, compassionate action.

Patient Feedback Response & Tracking

• Monitor incoming patient feedback for the assigned region, including survey comments, online reviews, emails, and direct inquiries.
• Use a standardized process to document, triage, and respond to feedback in collaboration with the Patient Experience Manager and practice leaders.
• Support practices in providing empathetic, timely, and complete service recovery and resolution.
• Escalate issues to Patient Relations or Risk Management as appropriate.

Practice Support & Education

• Conduct routine practice visits to observe the patient experience and identify improvement opportunities.
• Provide real-time coaching and education to front desk staff, medical assistants, and clinical team members on experience best practices.
• Facilitate brief in-service trainings or huddle conversations on topics such as communication, service recovery, and creating a welcoming environment.
• Distribute and reinforce use of experience tools, scripting, and patient-facing resources.

Data & Reporting Support

• Assist the Patient Experience Manager in compiling regional experience reports and trend summaries.
• Track follow-up activity and resolution status for feedback received across assigned sites.
• Support performance improvement planning by gathering anecdotal insights and surfacing common themes.

Collaboration & Communication

• Serve as a liaison between the Patient Experience department and practice teams in the assigned region.
• Build positive working relationships with practice managers, providers, and operational partners.
• Attend regional meetings, huddles, and educational sessions as a representative of the Patient Experience team.

Education

• High School Diploma or equivalent required.
• Associate’s or Bachelor’s degree in healthcare, business, communications, or related field preferred.

Experience

• 2–3 years of experience in a patient-facing, customer service, or healthcare support role required.
• Experience in ambulatory or physician practice settings preferred.
• Prior experience with patient feedback response or service recovery is a plus.

Skills & Attributes

• Excellent interpersonal and communication skills.
• Strong critical thinking and problem-solving abilities.
• Demonstrated empathy, discretion, and professionalism in sensitive interactions.
• Comfortable facilitating small group discussions or in-services.
• Proficient in Microsoft Office Suite and basic data entry tools; experience with Press Ganey or NRC preferred.

Work Environment

• Field-based with travel across practices in the assigned region; hybrid flexibility for administrative work.
• Occasional evening hours may be needed for coverage or follow-up.
• Must have a valid driver’s license and access to reliable transportation.

Atlantic Medical Group is a physician-led and physician-governed organization that delivers the highest quality health care, at the right place, the right price, and the right time.  We are a multispecialty physician group with more than 1,000 doctors, nurse practitioners and physician assistants at over 300 locations throughout northern and central New Jersey and northeast Pennsylvania. Our mission is to deliver exceptional care recognizing the unique needs of all those we serve. Our vision is to achieve the best outcomes with our patients at the center of the physician-led team, driven by service, innovation and continuous learning.

Our integrated network offers seamless access to Atlantic Health System’s entire health care continuum and our nationally and regionally