SERVICE EXCELLENCE ADVOCATE

COOPER PEDIATRICS; Camden (NJ); On-site; USD 42,000 - 60,000; Full time

Job summary

Cooper University Health Care in Camden, NJ is seeking a Service Excellence Advocate to serve as a key liaison between patients, families, and hospital staff, ensuring concerns are promptly addressed and feedback acted upon. The role focuses on enhancing the patient experience through proactive engagement and collaboration with clinical leadership.

Candidates typically have 3–5 years of hospital customer service experience, a high school diploma (Bachelor's preferred), and strong communication,

Qualifications

• 3–5 years preferred in hospital customer service.
• High School Diploma required; Bachelor's degree preferred.
• Spanish language ability is a plus.

Responsibilities

• Act as liaison between patients, families and hospital staff.
• Promptly address patient care concerns and escalate when needed.
• Collaborate with clinical and administrative leadership to resolve issues.
• Foster a patient-centered environment aligned with organizational goals.

Skills

Communication

Critical thinking

Conflict negotiation

Customer service

Cultural sensitivity

Education

High School Diploma

Bachelor's degree

Tools

Microsoft 365

EPIC

RL Feedback module

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.org to learn more.

Short Description

The Service Excellence Advocate serves as a key liaison between patients, families, and hospital staff, ensuring that patient care concerns and service issues are promptly addressed. This role focuses on enhancing the patient's experience through proactive engagement, effective problem-solving, and collaboration with clinical and administrative leadership. The Service Excellence Advocate is responsible for resolving patient and family concerns, ensuring that feedback is appropriately acted upon, and fostering a patient-centered environment that aligns with organizational goals.

Experience Required

• 3-5 years preferred
• Customer service experience in a hospital setting is preferred

Education Requirements

• High School Diploma required
• Bachelors preferred
• Significant Patient Advisor/Advocate experience may be considered in lieu of a bachelor’s degree
  Preferred speaks Spanish/ability to translate medical information

License/Certification Requirements

• Communication – Ability to communicate with patients, visitors and coworkers
• Critical thinking/problem solver, complaint management, conflict negotiation, cultural broker, self-motivated, Excellent oral and written communication skills, good listener, professional manner, respectful, service commitment to customers, requiring limited supervision once trained.
• Ability to function at a high level in a fast paced environment
• Moderate ability/Skill with Microsoft 365 (Teams, Outlook, Excel, Powerpoint)
• Experience with EPIC and RL Feedback module a plus.