Patient Experience Advisor

Cooper University Hospital•Camden, NJ

6d•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

Provides expertise in conflict management and resolution.
Coordinates patient and family problem resolution.
Practices active listening to ascertain core issues of dissatisfaction.
Effectively communicates key areas requiring follow-up to appropriate parties.
Monitors the status of resolution.
Provides consultations for effective resolution strategies.
Facilitates dialogue between patients/families and clinical personnel.
Demonstrates independent judgment, critical thinking, and de-escalation techniques.
Maintains professional demeanor in volatile situations.
Accurately documents patient issues in a timely manner.
Monitors the review and resolution of concerns, ensuring compliance with federal and state regulations.
Identifies trends in concerns and notifies appropriate parties when patterns develop.
Works collaboratively with multiple departments and establishes strong relationships with multidisciplinary teams.
Writes appropriate correspondence and serves as a consultant for letter development.
Identifies situations requiring intervention from Risk Management or other management team members.
Performs job duties in accordance with the mission, vision, and values of Cooper Health Care.