PATIENT EXPERIENCE ADVISOR

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

Job summary

Cooper Norcross Health in Camden, NJ seeks a Patient Experience Advisor to manage patient concerns through expert conflict resolution and active listening. You will coordinate problem resolution with clinical staff and families, document issues, and monitor progress to closure.

Collaborative, compliant, and patient-centered approach is essential for success. The role emphasizes de-escalation techniques, risk management awareness, and timely communication to ensure patient satisfaction and

Qualifications

• Provides expert conflict management and resolution
• Maintains professional demeanor in volatile situations
• Documents patient issues accurately and timely
• Monitors resolution status and escalates when needed
• Collaborates with multiple departments to resolve complaints
• Writes correspondence and supports closure of issues in line with regulations

Responsibilities

• Coordinate patient and family problem resolution through active listening and clear communication
• Provide consultations for effective resolution strategies and facilitate dialogue among patients, families and clinical staff
• Monitor status of review and ensure timely closure of all concerns
• Identify trends in patient concerns and notify relevant teams
• Maintain compliance with federal and state regulations related to patient grievances

Skills

Customer service

Conflict resolution

Active listening

Communication skills

Education

High School Diploma or Equivalent

Bachelor's degree preferred

Job description

PATIENT EXPERIENCE ADVISOR
Camden, NJ
Job ID 70379 Job Type Full Time
Shift Day
Specialty Clerical/Administrative

About us

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

Cooper Norcross Health 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.

The health system operates MD Anderson Cancer Center at Cooper as well as four hospitals - its 663-bed flagship Cooper Norcross University Hospital in Camden, its 229-bed Cooper Norcross University Hospital Cape Regional in Cape May Court House, Children's Hospital at Cooper Norcross Health in Camden, and The Recovery Village Cherry Hill at Cooper, a substance abuse rehabilitation and inpatient treatment facility, in partnership with American Recovery Services.

Cooper Norcross 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 eight years.

More than 2.54 million patients visit Cooper Norcross Health facilities annually. Its 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 Norcross Health, a not-for-profit health system, was named one of America's Best Large Employers for 2026 by Forbes, ranking among the top 200 in the nation. Visit CooperHealth.org (opens in new window) to 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.

Hourly Rate Min

$29

Hourly Rate Max

$48

The New Jersey Pay Transparency Act requires disclosure of the pay range for this position.

A salary offer will vary based on the job role, candidate experience, qualifications, internal pay equity and market data.

Cooper University Health Care is an Equal Opportunity Employer and is committed to equal employment opportunity for all team members. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, or any other status protected by law or regulation. To request reasonable accommodation, contact [e-mail]

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