PATIENT EXPERIENCE ADVISOR

COOPER PEDIATRICS; Camden (NJ); On-site; USD 42,000 - 62,000; Full time

Job summary

Cooper University Health Care seeks a skilled Patient Relations professional to expertly manage patient and family concerns under minimal supervision. The role emphasizes conflict resolution, de-escalation, and timely documentation, aligning with federal and state regulations.

Collaboration with Risk Management and multiple departments is essential. Experience in customer service (3–5 years) and education requirements highlight a strong foundation in patient experience.

Qualifications

• Experience in customer service, with hospital experience preferred.
• Strong problem-solving and communication skills.
• Ability to document patient issues accurately and timely.

Responsibilities

• Coordinate patient and family problem resolution.
• Practice active listening to identify core issues of dissatisfaction.
• Provide consultations for effective resolution strategies and facilitate dialogue.
• Ensure compliance with patient complaint and grievance regulations.

Skills

Active listening

Conflict management

De-escalation techniques

Education

High School Diploma or Equivalent

Bachelor's degree preferred

Job description

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.

Short Description

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 status of resolution, providing consultations for effective resolution strategies and facilitating dialogue between patients and families and clinical personnel. Demonstrates exemplary independent judgment, critical thinking skills and knowledge of de-escalation techniques. Maintains professional demeanor at all times in highly volatile situations. Responsible for accurately documenting patient issues in a timely manner. Carefully monitors 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 organization requiring ability to establish and maintain strong relationships with multidisciplinary team. Writes appropriate correspondence and serves as consultant for letter development in accord with federal statutes, appropriate risk management consideration and facilitation of closure of issues. Identifies situations which require additional interventions from Risk Management or other members of the Cooper Health Care management team.

Responsible for performing job duties in accordance with the mission, vision and values of Cooper Health Care

Experience Required

• 3-5 years of customer service, hospital experience preferred.

Education Requirements

• High School Diploma or Equivalent required, bachelor’s degree preferred.

License/Certification Requirements

• Certificate in Patient Relations or Patient Experience Certification (CPXP) preferred.