What are the responsibilities and job description for the Patient Experience Coordinator position at Essen Health Care?
At Essen Health Care, we care for that!
As the largest privately held multispecialty medical group in the Bronx, we provide high-quality, compassionate, and accessible medical care to some of the most vulnerable and under-served residents of New York State. Guided by a Population Health model of care, Essen has five integrated clinical divisions offering urgent care, primary care, and specialty services, as well as nursing home staffing and care management. Founded in 1999, our over 20-year commitment has fueled an unwavering dedication toward innovating a better healthcare delivery system. Essen has expanded from a single primary care office to an umbrella organization offering specialties from women’s health to endocrinology, from psychiatry to a vast array of other specialties. All clinical services are offered via telehealth or in-person at over 35 medical offices and at home through the Essen House Calls program.
Essen Health Care is the place Where Care Comes Together! We are looking for the most talented and effective individuals to join our rapidly growing company. With over 1,100 employees and 400 Practitioners, we care for over 250,000 patients annually in New York City and beyond. From medical providers to administration & operational staff, there is a career here for you. Join our team today!
The On Site Patient Experience Coordinator supports Essen Health Care’s Patient Experience team by strengthening how the organization listens to, communicates with, and engages patients across the care journey. This role combines patient experience coordination, internal communications, and engagement initiatives to ensure patient feedback is translated into meaningful improvements and communicated effectively to staff and patients.
The position works cross-functionally with clinical teams, operations, marketing, and leadership to support patient-centered initiatives, manage feedback channels, and communicate the organization’s commitment to service excellence. This role also contributes to storytelling and communication efforts that highlight the impact of patient experience initiatives across the organization.
Summary
This role supports the day-to-day coordination of patient experience initiatives while helping communicate the work of both clinical and non-clinical teams. Responsibilities range from assisting with patient feedback management and experience improvement initiatives to drafting internal communications, highlighting service improvements, and supporting organizational messaging.
This position requires strategic engagement and communications and will collaborate closely with the marketing team to ensure patient stories and positive feedback are thoughtfully shared internally and occasionally externally, strengthening awareness of the organization’s mission.
The role goes beyond traditional coordination. We are looking for someone who can communicate effectively across formats—from internal announcements to digital content used in patient and staff engagement efforts. Words, visuals, and messaging all work together, and this role helps shape how the organization communicates internally and externally about the patient experience.
We are seeking someone who thinks systemically, communicates clearly, and understands that thoughtful communication and patient engagement help build culture, trust, and stronger care experiences.
An ideal candidate is curious about healthcare delivery and patient-centered care. They are interested in questions such as What makes care personal? How can a health system communicate its mission clearly to both staff and patients?
The individual in this role should be able to both receive and provide feedback constructively, listen closely to patients and colleagues, and demonstrate sound judgment about when to escalate concerns and when to take initiative.
What You’ll Do
As the largest privately held multispecialty medical group in the Bronx, we provide high-quality, compassionate, and accessible medical care to some of the most vulnerable and under-served residents of New York State. Guided by a Population Health model of care, Essen has five integrated clinical divisions offering urgent care, primary care, and specialty services, as well as nursing home staffing and care management. Founded in 1999, our over 20-year commitment has fueled an unwavering dedication toward innovating a better healthcare delivery system. Essen has expanded from a single primary care office to an umbrella organization offering specialties from women’s health to endocrinology, from psychiatry to a vast array of other specialties. All clinical services are offered via telehealth or in-person at over 35 medical offices and at home through the Essen House Calls program.
Essen Health Care is the place Where Care Comes Together! We are looking for the most talented and effective individuals to join our rapidly growing company. With over 1,100 employees and 400 Practitioners, we care for over 250,000 patients annually in New York City and beyond. From medical providers to administration & operational staff, there is a career here for you. Join our team today!
The On Site Patient Experience Coordinator supports Essen Health Care’s Patient Experience team by strengthening how the organization listens to, communicates with, and engages patients across the care journey. This role combines patient experience coordination, internal communications, and engagement initiatives to ensure patient feedback is translated into meaningful improvements and communicated effectively to staff and patients.
The position works cross-functionally with clinical teams, operations, marketing, and leadership to support patient-centered initiatives, manage feedback channels, and communicate the organization’s commitment to service excellence. This role also contributes to storytelling and communication efforts that highlight the impact of patient experience initiatives across the organization.
Summary
This role supports the day-to-day coordination of patient experience initiatives while helping communicate the work of both clinical and non-clinical teams. Responsibilities range from assisting with patient feedback management and experience improvement initiatives to drafting internal communications, highlighting service improvements, and supporting organizational messaging.
This position requires strategic engagement and communications and will collaborate closely with the marketing team to ensure patient stories and positive feedback are thoughtfully shared internally and occasionally externally, strengthening awareness of the organization’s mission.
The role goes beyond traditional coordination. We are looking for someone who can communicate effectively across formats—from internal announcements to digital content used in patient and staff engagement efforts. Words, visuals, and messaging all work together, and this role helps shape how the organization communicates internally and externally about the patient experience.
We are seeking someone who thinks systemically, communicates clearly, and understands that thoughtful communication and patient engagement help build culture, trust, and stronger care experiences.
An ideal candidate is curious about healthcare delivery and patient-centered care. They are interested in questions such as What makes care personal? How can a health system communicate its mission clearly to both staff and patients?
The individual in this role should be able to both receive and provide feedback constructively, listen closely to patients and colleagues, and demonstrate sound judgment about when to escalate concerns and when to take initiative.
What You’ll Do
- Monitor and triage patient feedback, grievances, and experience-related concerns, ensuring appropriate escalation to clinical or operational leadership when needed
- Design internal banners and informational materials that support patient education and staff engagement initiatives
- Help maintain and monitor patient and employer online review platforms (e.g., Glassdoor, Google reviews, Yelp) and assist with appropriate responses when needed
- Support management of digital platforms and internal communication channels to ensure consistent messaging
- Collaborate with Operations, Clinical teams, Human Resources, and Leadership to align messaging around patient experience priorities
- Assist with internal engagement campaigns that reinforce service excellence and a patient-centered culture
- Track patient experience engagement metrics such as NPS scores and online star ratings and assist in preparing reports that summarize insights and opportunities for improvement
- Address and respond to patient concerns reported across organizational platforms including online reviews, submissions through the “Contact Us” webpage, and patient experience feedback channels—ensuring each concern is reviewed and followed up on with direct patient engagement when appropriate.
- Support preparation of presentations, reports, and materials related to patient experience initiatives
- Bachelor’s degree in healthcare administration, communications, public health, or a related field preferred
- 3-5 years of experience in patient experience, healthcare operations, communications, or a related field
- Strong writing and communication skills with the ability to translate complex information clearly
- Experience with patient feedback platforms such as Press Ganey, NRC Health, Qualtrics, or similar tools preferred
- Familiarity with survey analysis, patient satisfaction metrics, and service recovery processes
- Ability to analyze patient experience data and satisfaction metrics (surveys, complaints, compliments, online reviews) to identify themes and opportunities for service improvement
- Familiarity with digital design tools such as Canva, Adobe Creative Suite, or similar platforms preferred
- Ability to manage multiple projects and deadlines in a fast-paced environment
- Strong interpersonal and relationship-building skills across clinical and administrative teams
- Analytical mindset with the ability to review feedback and identify themes or opportunities for improvement
- Commitment to patient-centered care, equity, inclusion, and community health
- Certified Patient Experience Professional (CPXP)
- Experience working in outpatient or community health settings