Patient Experience Advisor

Cooper University Health Care; Camden (NJ); On-site; USD 40,000 - 66,000; Full time

Job summary

Cooper University Health Care in Camden, NJ is seeking a Patient Relations Specialist to provide expert conflict management and resolution under minimal supervision. You will coordinate patient and family problem resolution, practice active listening, communicate follow-up actions, monitor resolution status, and ensure regulatory compliance.

This role requires 3–5 years of customer service or hospital experience, a High School Diploma or equivalent, and CPXP certification preferred.

Qualifications

• 3–5 years of customer service or hospital experience.
• Experience handling patient complaints and escalation.
• Ability to communicate clearly and de-escalate tense situations.

Responsibilities

• Coordinate patient and family problem resolution and document actions.
• Provide expert guidance on resolving concerns while complying with regulations.
• Maintain professional demeanor in volatile situations and communicate with clinical staff.

Skills

Conflict management

Active listening

Patient relations

Customer service

Education

High School Diploma or Equivalent

Bachelor's degree preferred

CPXP Certification

Job description

About Us

About Cooper University Health Care

Cooper University Health Care is a leading academic health system affiliated with Cooper Medical School of Rowan University. Cooper, headquartered in Camden, New Jersey, has revenues of more than $3 billion and an A+ credit rating from both S&P and Fitch Ratings.

Cooper has nearly 14,000 team members, including more than 2,200 nurses, more than 1,200 employed physicians representing 95 specialties and subspecialties, and more than 700 advanced practice providers.

Cooper operates MD Anderson Cancer Center at Cooper as well as three hospitals - its 663-bed flagship Cooper University Hospital in Camden, its 229-bed Cooper University Hospital Cape Regional in Cape May Court House, and Children's Regional Hospital in Camden.

Cooper University Hospital in Camden is the only Level 1 trauma center in South Jersey and the busiest in the region. The hospital has been recognized as a top-performing regional hospital by U.S. News & World Report's Best Hospitals annual survey for six years.

More than 2.54 million patients visit Cooper's facilities annually. Cooper's ambulatory network encompasses three outpatient surgery centers, seven urgent care centers, a wound care center, and more than 130 physician, physical therapy, and radiology offices extending from the Delaware River to the New Jersey shore.

Cooper was named one of America's Best Large Employers for 2026 by Forbes, ranking among the top 200 in the nation.

Visit CooperHealth.orgto learn more.

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.

Salary Min ($)

USD $29.00

Salary Max ($)

USD $48.00