Lead Patient Experience Advisor
US-NJ-Camden
External Career Portal
Req #: 73871
Type: Full Time
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Responsibilities: 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. Collaborate with Clinical staff on complex patient issues. Review 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 the Director is out for weekly reporting to Administration. Qualifications: * Superior written and verbal communication skills. * Superior critical thinking and crisis management skills. * Experience with database entry. * Analytical thinking/problem solver, complaint management, conflict negotiation, cultural broker, self-motivated, data management, excellent communication, excellent listening, professional manner, respectful, service commitment to customers, self-starter requiring limited supervision. * Excellent customer service, patient interaction and organizational skills. * Ability to coach and assist staff without disciplinary tone. * Proven history of maintaining a non-judgmental and inclusive approach to all staff and those consumers we work with. * Ability to work in a fast-paced environment
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