Service Excellence Supervisor

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 to provide competitive rates and compensation programs. Cooper offers full and part-time employees a comprehensive benefits program, including health, dental, vision, life, disability, and retirement. We also provide attractive working conditions and opportunities for career growth through professional development.

Discover why Cooper University Health Care is the employer of choice in South Jersey.

• Accountable for the workflow and supervision of the Rounding department, ensuring efficiency and effectiveness in operations. Leads, motivates, and develops the rounding team, including conducting performance reviews and addressing performance issues. Manages departmental resources effectively, including budgeting, equipment, and supplies. Addresses and resolves conflicts within the team or between staff and patients, ensuring a positive and supportive work environment. Ensures compliance with hospital policies, procedures, and regulatory requirements.
• Oversees the onboarding process for all new hires within the Rounding department. Ensures all evaluations and training are current and maintain up-to-date job descriptions for all employees. Identifies training needs and opportunities for professional development for the Rounding team. Schedules and manages the rounding team effectively.
• Works closely with hospital leadership to understand and interpret survey scores and patient feedback. Collaborates with Clinical Directors on service recovery responses and consumer experience initiatives. Partners with employees on challenging cases that require escalation
• Assists the Director in the development, implementation, and supervision of new programs aimed at improving consumer experience. Participates in Environment of Care Rounds to ensure patient safety and adherence to safety protocols. Supports the implementation of rounding programs at Cooper Cape Regional. Collaborates with the Director in optimizing workflow, writing job descriptions and responsibilities, and setting goals for new program initiatives.

The supervisor is responsible for overseeing the Rounding department's operations, ensuring high standards in patient care and service excellence. This role involves onboarding new hires, validating and scheduling the rounding team, developing action plans for process improvement, and serving as the central resource for patient rights and responsibilities. The supervisor will collaborate with clinical and administrative leadership to enhance consumer experience, support program development, and ensure compliance with evaluation and training requirements. 

• 0-2years of experience

• Bachelor's degree is required

• Communication – Ability to communicate with patients, visitors and coworkers
• The ideal candidate for this position will be a self-starter who is highly curious andadept at utilizing various computer software packages and able to provide user
• Support and education for the same leadership and staff teams.
• Critical thinking skills
• Moderate ability/Skill with Microsoft 365 (Teams, Outlook, Excel, PowerPoint