Under minimal supervision, provides the organization with expertise in conflict management and resolution.  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.  Maintains professional demeanor at all times in highly volatile situations.  Responsible for accurately documenting patient issues in a timely manner.  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.  Identifies trends in concerns and notifies appropriate parties when patterns develop.  Works collaboratively with multiple departments within organization requiring ability to establish and maintain strong relationships with multidisciplinary team.  Writes appropriate correspondence and serves as consultant for letter development in accord with federal statutes, appropriate risk management consideration and facilitation of closure of issues.  Identifies situations which require additional interventions from Risk Management or other members of the Cooper Health Care management team.

Responsible for performing job duties in accordance with the mission, vision and values of Cooper Health Care

• 3-5 years of customer service, hospital experience preferred. 

• High School Diploma or Equivalent required, bachelor’s degree preferred.

• Certificate in Patient Relations or Patient Experience Certification (CPXP) preferred.