Service Excellence Advocate

AtCooper University Health Careour 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 Patient Relations Advisor serves as the primary source of action for any patient or family issue or concern. The employee must be skilled in recognition of departments proactive rounding on patients and families and possess the ability to collaborate with unit/ department leadership on service issues. The Patient Relations Advisor is responsible for all follow up with the patient or family.

• Serves as a central resource for information concerning patients rights and responsibilities advance directives and ethical issues.
• Coordinates investigates and resolves patient grievances concerning the quality of care and service by providing a formal grievance mechanism.
• Leads efforts to collect analyze and evaluate patient concerns.
• Masters an understanding of the organizations mission policies procedures and services to respond to patient questions or concerns.
• Responsible for meeting all regulatory regulations and standards.
• Responds to potentially serious incidents and reduces possible litigation.
• Provides leadership and consultation to committees departments that affect patient needs and rights.
• Refers patients/families to appropriate services and resources.
• Provides leadership role in the inclusion of the patient/family experience.
• Is an integral part of the decision-making process across the health system regarding patient experiences.
• Leads patient and family meetings.

• 5 years of customer service hospital experience preferred.

• High School Diploma or Equivalent required bachelors degree preferred.

• Skills/Competency: Analytical thinking/problem solver complaint management conflict negotiation cultural broker self motivated data management excellent communication/good listening professional manner respectful service commitment to customers self-starter requiring limited supervision. Excellent customer service patient interaction and organizational skills.
• Ability to work in a fast-paced environment.