SERVICE EXCELLENCE ADVOCATE

Cooper Norcross Health; Camden (NJ); On-site; USD 52,000 - 70,000; Full time

Job summary

Cooper Norcross Health in Camden, NJ seeks a Service Excellence Advocate to act as liaison between patients, families, and hospital staff. You will address concerns, promote a patient-centered experience, and collaborate with clinical and administrative leadership.

Ideal candidates have 3-5 years in customer service in hospital settings, HS diploma (Bachelor's preferred), and strong communication, problem-solving, and conflict negotiation skills. Spanish translation ability is a plus.

Qualifications

• Must communicate effectively with patients, families and coworkers.
• Strong problem solving and complaint management skills.
• Ability to function well in a fast-paced hospital environment.
• Spanish language ability or translation of medical information preferred.

Responsibilities

• Act as liaison between patients, families and hospital staff to address concerns.
• Resolve patient and family concerns promptly and escalate when needed.

Skills

Communication

Critical thinking

Problem solving

Conflict negotiation

Cultural broker

Active listening

Multitasking

Team collaboration

Spanish language ability

Education

High School Diploma

Bachelor's degree

Tools

Microsoft 365

EPIC

RL Feedback module

Job description

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.

About Us

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 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

License/Certification Requirements

Preferred speaks Spanish/ability to translate medical information

• 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.