Healthcare Service Experience Specialist
7 days ago
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 SummaryThe 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.
Requirements5 years of customer service and hospital experience preferred. High School Diploma or Equivalent required, Bachelor's Degree preferred.
Special RequirementsAnalytical 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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