Lead Patient Experience Advisor

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.

Round on patients and provide service recovery to decrease the number of complaints and grievances while also overseeing the Patient Experience Advisors, taking the lead for orientation, and coaching while doing validations. Maintains a heavier case load than other Advisors. Collaborate with Clinical staff on complex patient issues. Review all data entered by rounders into EARS to ensure accurate reporting. Creates solutions for reoccurring problems and provides process improvement. Serves as the lead when the Director is out for weekly reporting to Administration.

• 6-10 years' experience preferred.
• Minimum of 5 years of Patient Relations/Patient Experience within a hospital setting. 

• Bachelor’s Degree preferred.
• Bachelor’s degree in social work, Psychology, Communications, Health Care Management or a related field.
• 7-10 years of experience in hospital setting, preferably in Patient Relations, Patient Experience, Consumer Experience role.

• Certificate in Patient Relations or Patient Experience (CPXP) preferred

• Superior written and verbal communication skills.
• Superior critical thinking and crisis management skills.
• Experience with database entry. 
• Analytical thinking/problem solver, complaint management, conflict negotiation, cultural broker, self-motivated, data management, excellent communication, excellent listening, professional manner, respectful, service commitment to customers, self-starter requiring limited supervision. 
• Excellent customer service, patient interaction and organizational skills.
• Ability to coach and assist staff without disciplinary tone.
• Proven history of maintaining a non-judgmental and inclusive approach to all staff and those consumers we work with.
• Ability to work in a fast-paced environment