Patient Experience Advisor Prn

				Responsibilities:

* Serves as a central resource for information concerning patients' rights and responsibilities, advance directives and ethical issues.
* Serves as interpreter for Spanish speaking patients when needed.
* 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.
* Master's an understanding of the organization's 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.
* Serves as subject matter expert in Service Recovery.
* Information Resource. 

Qualifications:

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.
			

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Cooper University Health Care

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