Patient Experience Advisor

Cooper University Hospital•Camden, NJ

7d•$29 - $48•Onsite

About The Position

Under minimal supervision, provides the organization with expertise in conflict management and resolution. Coordinates patient and family problem resolution by practicing superior active listening to ascertain core issues of dissatisfaction, effectively communicating key areas requiring follow up to appropriate parties within the organization, monitoring status of resolution, providing consultations for effective resolution strategies and facilitating dialogue between patients and families and clinical personnel. Demonstrates exemplary independent judgment, critical thinking skills and knowledge of de-escalation techniques. Maintains professional demeanor at all times in highly volatile situations. Responsible for accurately documenting patient issues in a timely manner. Carefully monitors status of review and resolution of all stated concerns and ensures full compliance with all federal and state regulations related to the patient complaint and grievance process. Identifies trends in concerns and notifies appropriate parties when patterns develop. Works collaboratively with multiple departments within organization requiring ability to establish and maintain strong relationships with multidisciplinary team. Writes appropriate correspondence and serves as consultant for letter development in accord with federal statutes, appropriate risk management consideration and facilitation of closure of issues. Identifies situations which require additional interventions from Risk Management or other members of the Cooper Health Care management team. Responsible for performing job duties in accordance with the mission, vision and values of Cooper Health Care.

Requirements

3-5 years of customer service experience
High School Diploma or Equivalent required

Nice To Haves

Hospital experience preferred
Bachelor's degree preferred
Certificate in Patient Relations or Patient Experience Certification (CPXP) preferred

Responsibilities

Coordinate patient and family problem resolution by practicing superior active listening to ascertain core issues of dissatisfaction.
Effectively communicate key areas requiring follow up to appropriate parties within the organization.
Monitor status of resolution.
Provide consultations for effective resolution strategies.
Facilitate dialogue between patients and families and clinical personnel.
Demonstrate exemplary independent judgment, critical thinking skills and knowledge of de-escalation techniques.
Maintain professional demeanor at all times in highly volatile situations.
Accurately document patient issues in a timely manner.
Carefully monitor status of review and resolution of all stated concerns and ensure full compliance with all federal and state regulations related to the patient complaint and grievance process.
Identify trends in concerns and notify appropriate parties when patterns develop.
Work collaboratively with multiple departments within organization requiring ability to establish and maintain strong relationships with multidisciplinary team.
Write appropriate correspondence and serve as consultant for letter development in accord with federal statutes, appropriate risk management consideration and facilitation of closure of issues.
Identify situations which require additional interventions from Risk Management or other members of the Cooper Health Care management team.
Perform job duties in accordance with the mission, vision and values of Cooper Health Care.