PATIENT ADVOCATE

UHS•Washington, DC

7d•Onsite

About The Position

The Patient Advocate serves as a liaison between patients, families, and the hospital to ensure concerns, complaints, and grievances are addressed in a timely, compassionate, and compliant manner. The role investigates patient feedback, facilitates resolution, and promotes patient-centered care and service excellence. The Patient Advocate partners with interdisciplinary teams, including Nursing, Physicians, Quality, Risk Management, and Administration, to support regulatory compliance and resolve patient concerns. The position also supports patient experience initiatives through staff education, service recovery coaching, and identifying improvement opportunities based on patient feedback and data trends. GW Hospital is a 395-bed tertiary care academic medical center in downtown Washington, D.C. It provides specialized care in areas including cardiac care, cancer, neurosciences, women’s health, trauma, and advanced surgery. The hospital’s mission is to provide high-quality healthcare, advanced medical technology, and world-class service in an academic medical center dedicated to education and research.

Requirements

Minimum 1–2 years of service recovery experience.
Excellent customer service skills, including phone, face-to-face, and frontline support.
Office management, database management, computer skills, and knowledge of Microsoft Office.
Effective interpersonal skills.
Excellent analytical, organizational, and planning skills.
Excellent verbal and written communication skills.
Ability to adapt to multiple and changing priorities.
Knowledge of general clinical practices, including medical and clinical knowledge necessary for decision-making related to service recovery.

Nice To Haves

BSN or equivalent degree preferred.
Minimum 3 years of nursing experience in a hospital setting preferred.
At least 1 year of leadership experience preferred.

Responsibilities

Serve as a liaison between patients, families, and the hospital.
Ensure patient concerns, complaints, and grievances are addressed in a timely, compassionate, and compliant manner.
Investigate patient feedback and facilitate resolution.
Promote a culture of patient-centered care and service excellence.
Partner with Nursing, Physicians, Quality, Risk Management, and Administration on regulatory compliance and effective resolution of patient concerns.
Support patient experience initiatives through staff education and service recovery coaching.
Identify opportunities for improvement based on patient feedback and data trends.