What are the responsibilities and job description for the PATIENT EXPERIENCE ADVISOR position at Cooper University Health Care?
At Cooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies and research protocols. We have a commitment to our employees by providing competitive rates and compensation, a comprehensive employee benefits programs, attractive working conditions, and the chance to build and explore a career opportunity by offering professional development.
Discover why Cooper University Health Care is the employer of choice in South Jersey.
Short Description
The Patient Relations Advisor serves as the primary source of acton for any patient or family issue or concern. The employee must be skilled in recognition of departments, proactive rounding on patients and families and possess the ability to collaborate with unit/ department leadership on service issues. The Patient Relations Advisor is responsible for all follow up with the patient or family.
*Serves as a central resource for information concerning patients' rights and responsibilities, advance directives and ethical issues.
*Coordinates, investigates and resolves patient grievances concerning the quality of care and service by providing a formal grievance mechanism.
*Leads efforts to collect, analyze and evaluate patient concerns.
*Masters an understanding of the organization's mission, policies, procedures, and services to respond to patient questions or concerns.
*Responsible for meeting all regulatory regulations and standards.
*Responds to potentially serious incidents and reduces possible litigation.
*Provides leadership and consultation to committees, 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.
Experience Required
5 years of customer service, hospital experience preferred.
Education Requirements
High School Diploma or Equivalent required, Bachelor's Degree preferred.
Special Requirements
Communication - Ability to communicate with patients, visitors and coworkers
Critical thinking/problem solver, complaint management, conflict negotiation, cultural broker, self-motivated,
Excellent oral and written communication skills, good listener, professional manner, respectful, service commitment to customers, requiring limited supervision once trained
Excellent customer service, patient interaction and organizational skills
Ability to work in a fast-paced environment.
Moderate ability/Skill with Microsoft 365 (Teams, Outlook, Excel, Powerpoint)
Experience with EPIC and RL Feedback module a plus
Cooper University Health Care complies with applicable Federal civil rights laws and does not discriminate, exclude people, or treat them differently on the basis of race, color, national origin, age, disability, or sex.
Cooper University Health Care provides free aids and services to people with disabilities to communicate effectively with us, including qualified sign language interpreters, large print or audio communications, free language services, and written materials in different languages.
