Service Excellence Specialist

Cooper University Hospital•Camden, NJ

3d•$18 - $29•Onsite

About The Position

The Service Excellence Specialist plays a key role in ensuring that patients' comfort and non-clinical needs are addressed during their hospital stay. This role focuses on conducting Comfort Rounds, connecting with patients twice daily to ensure they have what they need to feel comfortable and supported. The Service Excellence Specialist is responsible for facilitating service needs, addressing comfort concerns, and ensuring that each patient is attended to in a timely and compassionate manner.

Requirements

0-2 Years Experience
HIGH SCHOOL Diploma Required

Responsibilities

Conduct Comfort Rounds with each patient daily to assess their comfort and well-being, and to identify any service or comfort needs.
Address any non-clinical needs or requests from patients, such as providing blankets, pillows, toiletries, activities, refreshments, or assistance with meal ordering.
Ensure that all patients on the unit are seen twice daily for Comfort Rounds, contributing to optimal throughput and timely care.
Record detailed notes in the rounding tool.
If a patient raises concerns or complaints beyond comfort needs, refer them to the appropriate team, such as the Service Excellence Rounding Team or Patient Relations, to ensure timely resolution and follow-up.
Advocate for the comfort and satisfaction of each patient by listening actively to their needs and addressing them in a timely and professional manner.
Promote a culture of service excellence by consistently demonstrating compassion, patience, and professionalism in all patient interactions.
Work closely with unit leaders and department heads to recommend solutions and monitor the implementation of service improvements.
Actively contribute to meetings, offering insights, feedback, and actionable recommendations to improve patient experience.