Patient Advocate - Patient Experience

Augusta Health

1d • Onsite

About The Position

Under direction and supervision of the Director of Patient Experience, the Patient Advocate assists in the daily, ongoing activities of the organization’s patient advocacy safety program. Individual must be knowledgeable and competent with hospital accreditation standards, legal and other accrediting and/or regulatory agency standards as they pertain to patient rights, risk management and patient safety. Works as a team member with Department Directors, Clinical Nurse Managers, and other health care professionals. This position plays a critical role in supporting Augusta Health’s mission and advancing departmental goals through measurable performance indicators and service excellence. This position contributes to a collaborative, patient-centered environment and helps drive outcomes aligned with organizational priorities.

Requirements

• High School Diploma or equivalent
• Minimum 5 years healthcare experience, with experience dealing directly with patient (client) concerns/complaints
• Eligibility to work in the United States and meet Virginia state employment requirements

Nice To Haves

• Prior experience in a hospital, healthcare system, or related service-oriented environment
• Familiarity with Augusta Health’s systems, workflows, or organizational culture is a plus

Responsibilities

• Manage the organization’s patient complaint/concern program by responding to patient’s complaint/concerns in accordance with Augusta Health policies and procedures.
• Assign follow-up to Department Directors/Designee, co-investigate and provide coordination on resolution/closure of grievances/complaints/concerns filed by patients, etc.
• Provide and analyze regular trending reports by department/location as well as type of concern for patient complaints and concerns to identify patterns or trends for improvement.
• Complete other duties as assigned by Director.
• Supports the mission, vision, values and strategic goals of Augusta Health.
• Complies with the Augusta Health Standards of Conduct and all policies, procedures, and regulations.
• Performs a variety of related duties as assigned.
• Meets all annual training, health and safety requirements.
• Demonstrates regular, reliable and dependable attendance.
• As needed, may be required to work on weekdays, weekends, evenings and/or night shifts.
• As needed, may be required to work on holidays or additional shifts.
• As needed, may be required to work during disaster situations, i.e., before, during or after a disaster or inclement weather (e.g. hurricane, flood, snowstorm, etc.).
• As needed, may be required to work additional hours after scheduled workday or shift based on operational needs.

Benefits

• Comprehensive insurance package including medical, dental, and vision coverage
• Retirement savings plans and financial wellness support programs
• Generous paid time off and flexible scheduling to promote work-life balance
• Career development programs including clinical ladders, shared governance, and advancement opportunities
• Personalized onboarding with dedicated preceptors and ongoing educational support
• Tuition reimbursement and access to onsite childcare
• Free onsite parking, 24/7-armed security for your safety, a Health Fitness Reimbursement Program, and an onsite credit union and pharmacy
• Competitive pay with shift/weekend differentials
• Employee discounts at the cafeteria, gift shop, pharmacy, and local entertainment venues (i.e., movie tickets)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED