Service Excellence Specialist

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.

The Service Excellence Specialist plays a key role in ensuring that patients' comfort and non-clinical needs are addressed during their hospital stay. This role focuses on conducting Comfort Rounds, connecting with patients twice daily to ensure they have what they need to feel comfortable and supported. The Service Excellence Specialist is responsible for facilitating service needs, addressing comfort concerns, and ensuring that each patient is attended to in a timely and compassionate manner

Comfort Rounds: Conduct Comfort Rounds with each patient daily to assess their comfort and well-being, and to identify any service or comfort needs. These rounds are intended to provide an additional layer of attention to patients, ensuring they feel heard and supported throughout their stay.
Service Facilitation: Address any non-clinical needs or requests from patients, such as providing blankets, pillows, toiletries, activities, refreshments, or assistance with meal ordering. Ensure that patients are comfortable and have the necessary supplies to enhance their hospital experience.
Throughput and Compliance: Ensure that all patients on the unit are seen twice daily for Comfort Rounds, contributing to optimal throughput and timely care. Document completion of these rounds to ensure compliance and maintain accurate records.
Collaboration with Nursing Staff: Work closely with the primary Registered Nurse to address patient requests for food, drink, or clinical needs. Coordinate with nursing staff to ensure that requests requiring clinical intervention are communicated promptly.
Documentation: Record detailed notes in the rounding tool. This ensures proper tracking of patient interactions and identifies any patterns or recurring needs that may require follow-up.

Referral of Complaints and Concerns: If a patient raises concerns or complaints beyond comfort needs, refer them to the appropriate team, such as the Service Excellence Rounding Team or Patient Relations, to ensure timely resolution and follow-up.
Patient Advocacy: Advocate for the comfort and satisfaction of each patient by listening actively to their needs and addressing them in a timely and professional manner. Ensure patients feel heard, supported, and valued throughout their stay
Service Excellence: Promote a culture of service excellence by consistently demonstrating compassion, patience, and professionalism in all patient interactions. Ensure that the hospital’s standards for comfort and patient satisfaction are upheld.
Collaboration with Hospital Leadership: Work closely with unit leaders and department heads to recommend solutions and monitor the implementation of service improvements
•    Service Excellence Meetings: Actively contribute to meetings, offering insights, feedback, and actionable recommendations to improve patient experience.

0-2 Years Experience

HIGH SCHOOL Diploma Required