Patient Advocacy, Marshall Medical Centers, South, Full-Time, Days

Huntsville Hospital Health System • Boaz, AL

8d

About The Position

The Patient Advocate helps patients and families understand the healthcare system, resolve concerns, communicate with care teams, and ensure that patients’ rights and needs are respected. The role serves as a liaison among patients, families, nurses, physicians, and hospital departments, listening to concerns and attempting to resolve complaints at the point of care. The position reports to the Director of Quality through the Patient Experience Coordinator and supports development of the service culture through ongoing activities, recognition, behavioral focus, performance improvement initiatives, and education.

The advocate serves as the primary contact for concerns referred on the assigned campus and rounds in patient care areas, including Acute Care Units, the Intensive Care Unit, and Obstetrics. The role documents concerns and resolutions, communicates grievances to the Patient Experience Coordinator, promotes CAHPS survey completion, and collaborates with clinical teams and department coordinators to address patient and family concerns.

The position also contributes to service excellence and performance improvement by supporting service excellence practices, coordinating the Patient Family Advisory Council, participating in patient advocacy meetings and learning opportunities, identifying recurring concerns, and providing feedback to managers. The advocate maintains confidentiality and follows Quality Assurance document protection requirements.

Requirements

• Associate’s degree in health administration, communications, public relations, marketing, or another clinical field.
• Excellent customer service skills, including the ability to interact professionally face to face.
• Solid verbal and electronic communication skills.
• Exceptional communication skills and a friendly demeanor.
• Critical thinking and problem-solving skills that respect the sensitive nature of patient care.
• Conflict resolution and/or de-escalation techniques.
• Ability to manage time and complete multiple tasks while adhering to deadlines.
• Technical competency in Microsoft Office systems.

Nice To Haves

• Two to five years of hospital or healthcare experience.
• Associate or bachelor’s degree in health administration, communications, public relations, marketing, or another clinical field.
• Bilingual in Spanish and/or Haitian; a plus but not required.

Responsibilities

• Resolve patient complaints, grievances, and concerns in a timely and satisfactory manner according to policies and protocols.
• Serve as the primary contact for patient advocate concerns on the assigned campus.
• Round in Acute Care Units, the Intensive Care Unit, and Obstetrics, and in additional areas such as Dialysis, Outpatient Services, the Emergency Department, and other auxiliary areas when time allows.
• Assist with identifying and distributing patient experience staff recognition efforts.
• Foster harmonious relationships among staff, physicians, patients, and caregivers.
• Promote awareness and completion of CAHPS surveys.
• Enter and document complaints, concerns, and resolutions in the Quality reporting platform.
• Communicate grievances promptly to the Patient Experience Coordinator and provide timely follow-up when appropriate.
• Attend the daily Physician morning huddle and offer advocacy assistance to patients, families, and caregivers; prioritize immediate concerns when possible.
• Collaborate daily with Emergency Department Coordinators and address concerns as appropriate.
• Assist the Patient Experience Coordinator in ensuring CAHPS and Complaints & Grievances requirements are met in accordance with CMS and Joint Commission guidelines.
• Support service excellence tactics and principles to build and develop a culture of excellence.
• Assist with coordination, planning, and communication of the Patient Family Advisory Council (PFAC).
• Serve as an ambassador for MMC during external activities when required.
• Participate in system-wide patient advocacy team meetings and assigned service excellence or patient experience learning opportunities.
• Help identify recurring patient concerns and recommend performance improvement opportunities with measurable results.
• Provide qualitative feedback to managers during rounds and assist with unit-specific experience goals.
• Maintain confidentiality and comply with Quality Assurance document protection requirements.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree