PATIENT EXPERIENCE ADVISOR
4 weeks ago
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 by providing competitive rates and compensation, a comprehensive employee benefits programs, attractive working conditions, and the chance to build and explore a career opportunity by offering professional development.
Discover why Cooper University Health Care is the employer of choice in South Jersey.
Short Description
The ED Patient Experience Advisor proactively works with patients, family, and staff to facilitate and expedite care, comfort, safety, and disposition of patient.
Provides support and communicates with ED clinical staff by answering patient/family questions, alerting on status of tests and results, bed availability and taking responsibility for patient service and comfort needs.
Collaborates with ED staff and supports clinical staff as requested or directed.
Proactively greets patients and families in ED clinical care area, hallways and Trauma, as needed.
Educates patients and families on reasonable expectations about the ED process and potential admission to the hospital.
Serves as the primary source of action for any patient or family issue or concern.
Master’s an understanding of the organization’s mission, policies, procedures and services to respond to patient questions or concerns.
Leads patient and family meetings as necessary.
Provides appropriate service recovery as needed.
Collaborates with care team to create the best possible patient/family experience while in the Emergency Department.
Experience Required
3-5 years of customer service, hospital experience preferred.
LPN experience preferred.
Education Requirements
High School Diploma or Equivalent required, Bachelor’s Degree preferred.
License/Certification Requirements
3-5 years of customer service, hospital experience preferred.
Special 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
Excellent customer service, patient interaction and organizational skills
Ability to work in a fast-paced environment.
Moderate ability/Skill with Microsoft 365 (Teams, Outlook, Excel, Powerpoint)
Experience with EPIC and RL Feedback module a plus
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