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Patient Experience Advisor

About ApolloMD

ApolloMD partners with more than 130 leading hospitals and health systems nationwide to provide Emergency Medicine, Hospital Medicine, Anesthesia and Radiology services, treating more than 3.9 million patients each year. ApolloMD physicians operate with local autonomy backed by the support, security and resources of a national group. Learn more about our growing team at www.apollomd.com.

Job Description

The Patient Experience Advisor for a 9-hospital system serving Metro-Atlanta and surrounding counties, is a dedicated clinical operations partner responsible for supporting and enhancing patient experience initiatives in the emergency department throughout all hospital locations. This role works collaboratively with cross-functional teams to implement patient-centered strategies, focus on service excellence, and ensure consistent experience standards throughout the system.

The Patient Experience Advisor serves as a strategic operational partner and subject matter expert, delivering communication coaching, data insights, and best practice implementation tailored to each site’s unique needs. This position requires strong relationship-building skills, analytical proficiency, and the ability to influence change in fast-paced hospital-based environments while cultivating a culture of compassion, empathy, accountability, and service excellence.

Key Responsibilities

System-Wide Leadership & Implementation

Support and implement patient experience priorities and performance improvement strategies across all 9 hospital emergency departments.
Develop and execute customized patient experience strategies tailored to each facility’s goals and patient population.
Serve as a central point of contact for system-wide patient experience programs, initiatives, and escalation support.
Partner with physicians, advanced practice clinicians, nursing leaders, and hospital administration to promote a culture of compassion, accountability, and service excellence.
Lead and participate in stakeholder education sessions, committees, and work groups focused on patient-centered care.
Provide guidance to local site leaders to ensure consistent service excellence standards.

Provider Coaching & Education

Deliver one-on-one bedside communication coaching to physicians and providers, including real-time observation and feedback.
Facilitate group training on communication, empathy, service recovery, and patient-centered interactions.
Provide tools and resources to reinforce best practices across all sites.

Data, Reporting & Performance Improvement

Collect, analyze, and interpret patient satisfaction data (HCAHPS, NRC, and related measures).
Identify trends and performance gaps; deliver actionable insights and reports to leadership.
Track progress and support measurable improvement in patient experience outcomes.

Issue Resolution & Support

Serve as a point of escalation for patient or facility-level concerns and service recovery efforts.
Support resolution processes and provide guidance to staff and leadership.

Collaboration & Operations

Travel regularly to hospital locations (up to ~90%) to provide on-site engagement and coaching.
Maintain a visible presence across facilities to strengthen engagement and accountability.
Ensure adherence to system processes, documentation standards, and reporting requirements.
Support additional projects as assigned by Patient Experience leadership.

Qualifications

Minimum Requirements

Bachelor’s degree required (Healthcare, Business, Communications, or related field preferred).
3–5 years of hospital-based healthcare experience.
Minimum 3 years of experience in patient experience, service excellence, or performance improvement.
Demonstrated ability to analyze and interpret patient satisfaction data.
Proficiency in Microsoft Office.
Ability to travel regularly across the hospital system.

Preferred Qualifications

Experience with HCAHPS, NRC, or similar surveys vendors
Experience providing provider communication training or bedside coaching.
Experience supporting system-wide initiatives.
Experience working directly with physicians and clinical teams.

Core Skills & Attributes

Strong interpersonal and communication skills with executive presence.
Professional, empathetic, and calm under pressure.
Skilled in conflict resolution and service recovery.
Analytical mindset with strong attention to detail.
Highly organized, adaptable, and able to manage multiple priorities.
Ability to influence without direct authority and collaborate across clinical teams.
Commitment to confidentiality and accountability.

Working Requirements

Regular onsite presence at hospital facilities (3–5 days per week).
Frequent travel across the system (up to ~90%).
Combination of hospital emergency departments, office, and remote work settings.
Occasional work from the ApolloMD corporate office as needed.
Ability to thrive in dynamic clinical environments.
Comfortable in an emergency department setting
Will require occasional evening/night rounding

Independent Physicians Resource, Inc. is committed to the principles of equal employment opportunity and strives to avoid all discrimination. All qualified employees and applicants are entitled to equal opportunities and treatment regardless of race, national origin, religion, sex, sexual orientation, gender identity, age, or physical or mental disability (subject to the ability to perform essential functions of the job).

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