Manager Patient Relations

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.

Responsible for leadership and supporting the daily operations of the Patient Relations Department, including Patient Belongings.  This individual will directly supervise the Supervisor of Patient Relations and indirectly supervise 9 advisors, 2 coordinators, and 4 Belongings Specialists and will be interacting with physicians, patients and their families as well as community partners and outside vendors. 

• Oversees the daily operations of the Patient Relations supervisor and operations of the Patient Relations Department.  Works collaboratively with the Administrative Director to function as a driver for reaching departmental goals and achieving initiatives and the oversight of operations and growth 
• Must be knowledgeable in customer service, patient rights and be responsible as a leader over and as a patient Advocate
• Responsible for follow up for and adhering to Regulatory requirements for all Patient complaints and Grievances, and responsible for quality auditing of the Patient Relation’s advisor and their Patient Advocacy/Service Recovery Efforts. Responsible for oversight of trends in Patient Experience Comments/Complaints and Grievances across the health system. Manager will also provide Service Recovery Support for leaders who have escalated trends in increase complaints and grievances
• 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, maintaining a professional demeanor at all times in highly volatile situations.
• Enhances operational performance standards - monitor/report performance relative to approved metrics and successfully implement appropriate improvements.
• 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.
• Works collaboratively with multiple departments within organization requiring ability to establish and maintain strong relationships with multidisciplinary team.
• Identifies trends in concerns and notifies appropriate parties when patterns develop and is integral in institutional planning around addressing these trends
• Responsible for the leadership and growth of the Patient Relations team in support of the Patient Relations Supervisor to ensure regulatory compliance, highest standards of practice, and Cooper’s mission and values.
• Maintains a continuous learning environment for employee skill development and career path opportunities.
• All other duties as assigned.

• 3-5 years experience required.

• Master's Degree Required.

• Healthcare Experience
• Workforce Planning/Scheduling
• Performance Metrics
• Contact Center Technology
• Communication
• Bi-Lingual preferred