Patient Advocacy Manager

UHS•Washington, DC

1d•Onsite

About The Position

Cedar Hill Regional Medical Center GW Health is the first new full-service hospital in Washington, DC in more than 20 years, integrating clinical care with existing community providers, Federally Qualified Health Centers (FQHC’s), The George Washington University Hospital, and our Urgent Care Center in Ward 8. This integrated delivery system is a robust network of care for all District residents, but more importantly, it ensures that residents of Wards 7 and 8 have access to high quality care in their community. This full-service hospital includes 136 beds (with the ability to expand to 184 beds), a verified trauma center, adult and pediatric emergency departments, maternal health and newborn delivery, an ambulatory pavilion for clinic visits and other outpatient services, a 500-car garage, and a helipad for emergency transport. We are seeking an experienced Patient Advocacy Manager (Full Time). The Patient Advocate serves as a liaison between patients, families, and the hospital to ensure patient concerns, complaints, and grievances are addressed in a timely, compassionate, and compliant manner. This role is responsible for investigating feedback, facilitating resolution, and promoting a culture of patient-centered care and service excellence. The Patient Advocate partners with interdisciplinary teams—including Nursing, Physicians, Quality, Risk Management, and Administration—to ensure regulatory compliance and effective resolution of patient concerns. The role also supports organizational patient experience initiatives through staff education, service recovery coaching, and identification of opportunities for improvement based on patient feedback and data trends.

Requirements

Bachelor’s degree in Nursing, Healthcare Administration, Social Work, Psychology, or related healthcare field required.
Minimum of 3–5 years’ experience in acute care healthcare required
Experience in a hospital or healthcare setting.
Experience with complaint/grievance management or service recovery.
Experience in at least one of the following: Patient relations, Quality or patient safety, Nursing leadership, Risk management, Behavioral health services
Demonstrated knowledge of patient rights, grievance processes, and regulatory requirements
Strong interpersonal, communication, and conflict-resolution skills

Nice To Haves

Master's degree in Healthcare Administration, Nursing, Social Work, or related field preferred.

Responsibilities

Receives, documents, and investigates patient and family complaints, grievances, and concerns by actively listening, gathering relevant details, and identifying desired outcomes. Facilitates resolution through collaboration with appropriate care team members and leadership, ensuring timely follow-up and service recovery.
Coordinates with physicians, nursing, leadership, Risk Management, and other departments to escalate and resolve concerns as appropriate. Provides information and documentation from advocacy investigations to support organizational review and decision-making.
Maintains accurate and thorough documentation of all patient interactions, investigations, and outcomes in accordance with regulatory and organizational requirements. Reviews documentation for completeness and compliance with established procedures.
Promotes patient-centered care by supporting patients and families, addressing concerns, and identifying opportunities to improve patient experience. Accepts ownership of issues and proactively seeks solutions that enhance patient satisfaction and organizational reputation.
Supports patient advocacy projects and initiatives, including educating and training staff on complaint escalation processes and service recovery techniques. Contributes to improving frontline response and reinforcing patient-centered communication practices.