Consumer Insights Intake Coordinator

Atlantic Health System • Morristown, NJ

74d

About The Position

The Consumer Insights Intake Coordinator serves as the first, compassionate point of contact for patients, families, and community members who wish to share feedback with Atlantic Health. Whether praise, concern, or inquiry, this role ensures every voice is heard with empathy and professionalism. This individual is responsible for receiving, documenting, and triaging patient feedback received through multiple channels—including phone calls, emails, written letters, online reviews, and web submissions. Using an established responsibility matrix, the Intake Coordinator will assess the nature of the feedback, determine the appropriate course of action, and refer to Service Excellence, Patient Relations, or Risk Management as needed. This role requires a calm, solutions-oriented mindset, strong communication skills, and the ability to collaborate closely with cross-functional partners across the system.

Requirements

• High school diploma or equivalent required.
• Minimum of 2 years of experience in a healthcare, customer service, or administrative role, preferably in a patient-facing environment.
• Outstanding listening, communication, and customer service skills.
• Strong documentation and data entry accuracy.
• Ability to use discretion, remain calm under pressure, and approach all individuals with empathy and respect.
• Strong critical thinking and judgment to determine appropriate referral paths.
• Familiarity with call tracking or customer service platforms; experience with electronic health record or patient feedback systems (e.g., Press Ganey) a plus.

Nice To Haves

• Associate's or Bachelor's degree in a healthcare, communications, or customer service-related field preferred.
• Experience handling sensitive or emotional conversations preferred.

Responsibilities

• Serve as the first point of contact for incoming patient feedback across multiple platforms.
• Provide a warm, empathetic, and respectful response to individuals wishing to share compliments, concerns, or general input.
• Accurately document all feedback in the appropriate tracking system, ensuring thoroughness, consistency, and confidentiality.
• Apply a structured responsibility matrix to determine appropriate next steps for each case.
• Resolve minor issues in real time when possible, using predefined guidelines and resources.
• Escalate or refer feedback to the appropriate party (e.g., Service Excellence Liaison, Patient Relations, Risk Management) with sufficient context and supporting documentation.
• Ensure timely handoff of concerns and maintain active communication to ensure resolution.
• Build strong relationships with key partners in Patient Experience, Patient Relations, and Risk Management.
• Participate in regular huddles or feedback reviews to ensure alignment across the intake and resolution processes.
• Identify trends or frequent themes in incoming feedback and bring them to the attention of the Consumer Insights and Service Excellence leadership.
• Assist with managing incoming feedback data for reporting and analysis purposes.
• Contribute to process enhancements that improve the intake experience or streamline referrals.
• Support the development of educational materials or FAQs to assist patients and staff with feedback-related processes.

What This Job Offers

• Industry: Ambulatory Health Care Services
• Education Level: High school or GED