Patient Experience Liaison

2 weeks ago


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

We are committed to providing extraordinary healthcare to our patients and their families. Our team of dedicated professionals is passionate about delivering exceptional service and care.

As a Patient Experience Advisor, you will play a critical role in ensuring that our patients receive the highest level of care and service. You will serve as a central resource for information concerning patients' rights and responsibilities, advance directives, and ethical issues.

Key Responsibilities

• Serve as a liaison between patients, families, and healthcare teams to resolve concerns and issues
• Investigate and resolve patient grievances concerning the quality of care and service
• Lead efforts to collect, analyze, and evaluate patient concerns
• Provide leadership and consultation to committees and departments that affect patient needs and rights
• Refers patients/families to appropriate services and resources
• Provides leadership role in the inclusion of the patient/family experience
• Is an integral part of the decision-making process across the health system regarding patient experiences
• Leads patient and family meetings
• Serves as subject matter expert in Service Recovery
• Information Resource

Requirements

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

Skills and Qualities

Analytical thinking/problem solver, complaint management, conflict negotiation, cultural broker, self-motivated, data management, excellent communication/good listening, professional manner, respectful, service commitment to customers, self-starter requiring limited supervision. Ability to work in a fast-paced environment.



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