Patient Experience Advisor
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About The Position
The Patient Experience Advisor at Cooper University Health Care plays a crucial role in ensuring that patients and their families have a positive experience during their time at the facility. This position serves as the primary point of contact for any issues or concerns that patients or their families may have, requiring a proactive approach to patient relations. The advisor must be adept at recognizing departmental functions and engaging in proactive rounding to gather feedback from patients and families. Collaboration with unit and department leadership is essential to address service issues effectively. In this role, the Patient Experience Advisor is responsible for coordinating, investigating, and resolving patient grievances related to the quality of care and service. This includes providing a formal grievance mechanism to ensure that all concerns are addressed appropriately. The advisor will lead efforts to collect, analyze, and evaluate patient concerns, ensuring that the organization’s mission, policies, procedures, and services are well understood to respond effectively to patient inquiries. Additionally, the advisor must meet all regulatory regulations and standards, respond to potentially serious incidents, and work to mitigate possible litigation. This position also involves providing leadership and consultation to committees and departments that impact patient needs and rights, referring patients and families to appropriate services and resources, and playing a key role in the decision-making process regarding patient experiences across the health system. The advisor will also lead patient and family meetings to foster open communication and address any concerns directly.
