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.

• Under minimal supervision, provides the organization with expertise in conflict management and resolution.  Coordinates patient and family problem resolution by practicing superior active listening to ascertain core issues of dissatisfaction, effectively communicating key areas requiring follow up to appropriate parties within the organization, monitoring status of resolution, providing consultations for effective resolution strategies and facilitating dialogue between patients and families and clinical personnel. 
• Demonstrates exemplary independent judgment, critical thinking skills and knowledge of de-escalation techniques.  Maintains professional demeanor at all times in highly volatile situations.
• Responsible for accurately documenting patient issues in a timely manner. 
• Carefully monitors status of review and resolution of all stated concerns and ensures full compliance with all federal and state regulations related to the patient complaint and grievance process. 
• Identifies trends in concerns and notifies appropriate parties when patterns develop. 
• Works collaboratively with multiple departments within organization requiring ability to establish and maintain strong relationships with multidisciplinary team. 
• Writes appropriate correspondence and serves as consultant for letter development in accord with federal statutes, appropriate risk management consideration and facilitation of closure of issues. 
• Identifies situations which require additional interventions from Risk Management or other members of the Cooper Health Care management team.
• Responsible for performing job duties in accordance with the mission, vision and values of Cooper Health Care
• The Lead Patient Experience Advisor works in coordination with the Supervisor of Patient Relations and the Director of Consumer Experience to oversee day to day operations, on-call schedule, appropriate daily coverage. 
• Is first line assistance for Patient Experience Advisors for complaints, documentation, grievances, and service facilitation questions. 
• Assists with onboarding of new advisors, assists with daily huddles, ensures documentation is completed timely by all Advisors in concert with the Supervisor. 
• Represents the department throughout Cooper Health Care at appropriate committees, councils and educational programs as assigned.
• Makes recommendations for current and future processes, policies and programs within the department. 
• The Lead Patient Experience Advisor will maintain the role of a Patient Experience Advisor in addition to leadership responsibilities.
• 1. Scheduling Meetings and managing calendars
  2. Creating and Maintaining Microsoft Office Documents
  3. Processing Financial Documents
  4. Ordering office supplies
  5. Other duties as assigned

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

• Bachelor’s Degree in Social Work, Psychology, Communications, Health Care Management or a related field.