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Position Summary

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.

Key Responsibilities

Patient Feedback Intake & Documentation

+ 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.

Triage & Referral Coordination

+ 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.

Collaboration & Communication

+ 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.

Process Support & Continuous Improvement

+ 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.

Education:

+ High school diploma or equivalent required

+ Associate’s or Bachelor’s degree in a healthcare, communications, or customer service-related field preferred.

Experience:

+ Minimum of 2 years of experience in a healthcare, customer service, or administrative role, preferably in a patient-facing environment.

+ Experience handling sensitive or emotional conversations preferred.

Skills:

+ 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.

Work Environment

+ Hybrid or onsite role, depending on department needs.

+ May require occasional flexibility to respond to feedback outside of typical business hours.

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.