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. Collaborates with Clinical staff on complex patient issues. Reviews 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 Director is out for weekly reporting to Administration.

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

Master's an understanding of the organizations vision, mission, policies, procedures and services.  Serves as a subject matter expert in all areas to ensure the correct information is being given to patient and their families.
Engage in crisis prevention by interpreting the institution’s philosophy, policies, procedures and service to patients and families.
Assist and coaches staff in coordination with supervisor 
Represents Cooper University Healthcare, Senior Leadership and Board Leadership in when speaking with patients and/or families about their perception of care and service.
Serves as the centralized grievance mechanism for the health system including IP, OP, Amb, ED, UC, MDA
Ensure that all CMS requirements are met by completing deadlines of grievances and holding leaders accountable for the timeline.
Responsible to address and fully resolve all grievances that are sent directly to our Administration, Board of Directors, Board President, Government Officials, DOH, BBB, TJC. Triage all complaints sent into our organization from Insurance Carriers, ensuring Legal and the appropriate Institute Leader are involved in the prompt resolution to prevent negative outcomes for our organization. 
Uses mediation and conflict negotiation to deescalate potentially violent and/or crisis situations.
Coordinates, investigates and resolves patient grievances concerning quality of care by providing a formal grievance mechanism for the organization.
Investigates all written concerns received by Senior Leadership, CEOs and Board of Trustees relating to patient care and/or services.
Takes lead on cases needing to be escalated.  Will discuss with and/or escalate to supervisor as deemed appropriate.
Serves as an information resource Demonstrates knowledge of support services (Pastoral Care, Patient Relations, Child Life, Ronald McDonald house, etc.)
 Educates patients and families on services available to them, including lodging if needed.
 Partners with Transitional Navigators and Providers when letters are needed for emergent VISA to assist families in need from other countries. 
 Demonstrates knowledge of the health system by providing clear and accurate directions and information (verbal/written).
Advance Directives Serves as a SME for advance directive and gives proper directions to patient & family
Correspondence Accurately compose type and distribute hospital verification letters as well as any other needed correspondence for patients, family or department.
Morgue Notify family of deceased patients, offering resources to assist with burial needs. Sending correspondence to notify next of kin, documenting efforts to reach families. If unable to locate family we must communicate with the appropriate county Medical Examiner completing documentation as they have requested and sending for their review and removal of remains. Answers questions regarding patient rights and responsibilities
Military Program
Review daily report, visits patient, provide patient with Thank you card and magnet.
Restrictions/Visitation Exceptions
Places and assists with front desk restrictions. Assists in visitation exceptions.  Exceptions are placed in EPIC
Notary  Provides notary services to our patients, families and staff and physicians.
SAFETY AND ENVIORNMENT
Works with security et al when there are issues of large families, uncontrollable family members, or potentially violent situations.
Utilizes skills with families/visitors who are agitated, or acting out, in an attempt to help diffuse potentially violent situations (e.g. non-violent crisis intervention, How to say it, Dealing with difficult patients, etc.).
Offers patients, family members, and visitors with an 
easily-accessible system for reporting safety concerns.
When necessary to support Welcome Desk: Assists security and clinical staff in administering the Patient Directed Visitation policy and explains reasons and process to visitors.
Reports environmental and equipment safety hazards to manager in a timely manner.
Completes tasks assigned by Director, Supervisor, Lead Advisor or other leadership. Responds within expected timeframes to receive patient and family concerns and/or needs. Ensures tasks of advisors are handled timely.
Refers to Service Excellence Advisor for inpatient visits and service facilitation as appropriate

Employee responds to STAT requests as needed, but always in a timely manner.
Participates in (e.g. committees / events, etc.) that support a culture of Service Excellence.
On-Call for nights, weekends & holidays

The above are guidelines for the position but are not necessarily a delineation of all the actions/duties necessary to the job.

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.

Bachelor Degree Preferred