Healthcare Service Experience Specialist

7 days ago


Camden, New Jersey, United States Cooper University Health Care Full time
About Us

Cooper University Health Care is committed to delivering extraordinary patient care by fostering a collaborative environment where professionals can grow and thrive.

We offer competitive compensation, comprehensive benefits, and opportunities for professional development to create a fulfilling career experience.

Job Summary

The Patient Relations Advisor serves as the primary point of contact for patients and families, addressing concerns and issues in a timely and compassionate manner.

This role requires strong analytical skills, effective communication, and the ability to work collaboratively with various departments to resolve service issues.

Key Responsibilities

• Serves as a central resource for information concerning patients' rights and responsibilities, advance directives, and ethical issues.

• Collaborates with unit/department leadership to address service issues and implement solutions.

• Coordinates, investigates, and resolves patient grievances concerning the quality of care and service.

• Collects, analyzes, and evaluates patient concerns to identify trends and areas for improvement.

• Provides leadership and consultation to committees and departments that affect patient needs and rights.

• Refers patients/families to appropriate services and resources.

• Develops and implements strategies to improve the patient experience and reduce potential litigation.

• Serves as a subject matter expert in Service Recovery and provides training to staff as needed.

• Maintains accurate records and reports to ensure compliance with regulatory requirements.

Requirements

5 years of customer service and hospital experience preferred. High School Diploma or Equivalent required, Bachelor's Degree preferred.

Special Requirements

Analytical thinking/problem solver, complaint management, conflict negotiation, cultural broker, self-motivated, data management, excellent communication and listening skills, professional manner, respectful, service commitment to customers, self-starter requiring limited supervision.

Ability to work in a fast-paced environment with a strong focus on patient satisfaction and quality care.



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