PATIENT EXPERIENCE ADVISOR

Cooper University Health Care; Camden (NJ); On-site; USD 42,000 - 56,000; Full time

Job summary

Cooper University Health Care in South Jersey is seeking an experienced patient relations professional to expertly manage conflicts and resolutions under minimal supervision. You will coordinate patient and family problem resolution by actively listening to core issues and communicating follow-up steps to clinical teams with a professional demeanor.

You will document issues, monitor resolution status, and ensure regulatory compliance, collaborating with multiple departments to identify trends

Qualifications

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

Responsibilities

• Provide expertise in conflict management and resolution.
• Coordinate patient and family problem resolution using active listening.
• Communicate follow-up actions to clinical teams and maintain documentation.
• Identify trends in concerns and escalate to Risk Management when needed.
• Maintain professional demeanor in highly volatile situations and ensure regulatory compliance.

Skills

Customer service

Hospital experience

Education

High School Diploma or Equivalent

Bachelor's degree preferred

CPXP certification 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.