PATIENT EXPERIENCE ADVISOR

About Us

At Cooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies, and research protocols. We have a commitment to our employees to provide competitive rates and compensation programs. Cooper offers full and part-time employees a comprehensive benefits program, including health, dental, vision, life, disability, and retirement. We also provide attractive working conditions and opportunities for career growth through professional development. Discover why Cooper University Health Care is the employer of choice in South Jersey.

About the Role

Under minimal supervision, provides the organization with expertise in conflict management and resolution. Coordinates patient and family problem resolution by practicing superior active listening to ascertain core issues of dissatisfaction, effectively communicating key areas requiring follow-up to appropriate parties within the organization, monitoring the status of resolution, providing consultations for effective resolution strategies, and facilitating dialogue between patients and families and clinical personnel.

Responsibilities

• Demonstrates exemplary independent judgment, critical thinking skills, and knowledge of de-escalation techniques.
• Maintains professional demeanor at all times in highly volatile situations.
• Accurately documents patient issues in a timely manner.
• Carefully monitors the status of review and resolution of all stated concerns and ensures full compliance with all federal and state regulations related to the patient complaint and grievance process.
• Identifies trends in concerns and notifies appropriate parties when patterns develop.
• Works collaboratively with multiple departments within the organization, requiring the ability to establish and maintain strong relationships with a multidisciplinary team.
• Writes appropriate correspondence and serves as a consultant for letter development in accord with federal statutes, appropriate risk management considerations, and facilitation of closure of issues.
• Identifies situations that require additional interventions from Risk Management or other members of the Cooper Health Care management team.
• Performs job duties in accordance with the mission, vision, and values of Cooper Health Care.

Requirements

• 3-5 years of customer service experience; hospital experience preferred.
• High School Diploma or Equivalent required; bachelor’s degree preferred.
• Certificate in Patient Relations or Patient Experience Certification (CPXP) preferred.

Benefits

• Comprehensive benefits program for full and part-time employees, including health, dental, vision, life, disability, and retirement.
• Attractive working conditions and opportunities for career growth through professional development.