Patient Advocate – Quality and Patient Safety
About The Position
As a Patient Advocate at Howard University Hospital, you will serve as a critical bridge between our patients, their families, and the care teams who serve them — ensuring that every person who walks through our doors is heard, respected, and supported. You will be responsible for the independent investigation, documentation, and resolution of formal patient grievances in accordance with CMS Conditions of Participation, Joint Commission standards, and hospital policy, while serving as a visible, trusted presence for patients navigating their care experience. If you are a skilled communicator with a passion for patient rights, a talent for de-escalation, and deep knowledge of healthcare compliance, this is your opportunity to make a meaningful impact at one of the nation’s most storied academic medical centers.
Requirements
- Associate’s Degree required; Bachelor’s Degree in Healthcare Administration, Nursing, Public Health, or a related field preferred
- Minimum 3–5 years of hospital-based patient relations, grievance management, or Risk/Compliance experience
- Knowledge of regulatory agencies including the Joint Commission, the District of Columbia Department of Health, and the Centers for Medicare and Medicaid Services (CMS)
- Demonstrated ability to serve as a liaison between patients, families, and clinical staff; skilled in navigating sensitive situations with discretion and professionalism
- Strong skills in time management, problem solving, conflict management, and team building
- Ability to exercise independent judgment in complaint intake, triage, and resolution; able to work independently with minimal supervision
- Experience working effectively with diverse patient populations in a hospital or healthcare setting
Nice To Haves
- Fluency in oral and written Spanish preferred
Responsibilities
- Serve as the primary point of contact for patients and their families, addressing inquiries and concerns promptly and professionally
- Conduct independent investigations, documentation, and resolution of formal patient grievances in accordance with CMS Conditions of Participation, Joint Commission standards, and hospital policy
- Triage patient complaints, assess acuity, and collaborate with the Patient Safety and Regulatory Manager and other service providers to achieve timely, satisfactory resolution
- Assist patients and families in navigating lost belongings processes and facilitate appropriate resolutions
- Collaborate closely with HUHC healthcare team members to resolve patient concerns and improve the overall care experience
- Facilitate meetings between patients, families, and healthcare providers, ensuring respectful communication and effective resolution of issues
- Serve as a liaison between staff, families, and patients — advocating for the needs of those in our care and helping to remove barriers to services and support
- Maintain accurate, up-to-date complaint and grievance logs in accordance with regulatory and hospital requirements
- Aggregate detailed complaint and grievance data for internal leadership reporting and external regulatory agency review, including the Joint Commission, DC Department of Health, and CMS
- Adhere to the HUHC Compliance Program, Code of Ethics, and Standards of Conduct; promote adherence to federal healthcare program requirements
- Attend all mandatory compliance training including HIPAA Privacy training; actively participate in Compliance Program activities
- Adhere to HIPAA Privacy Policies and Procedures; maintain strict confidentiality of patients, families, and staff
Benefits
- Work-life balance
- Recognition and rewards for professional expertise
- Competitive, comprehensive benefit plans including health, disability, vacation, sick leave, and 403(b) retirement plan
- Tuition remission at Howard University for you and/or eligible dependent children — up to two (2) courses per semester
- A mission-driven environment rooted in over 150 years of excellence, service, and advocacy for the communities we serve
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
