Patient Experience & Advocacy Manager

UHS•Washington, DC

16h

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 Experience & Advocacy Manager (Full Time) Our ideal candidate is responsible for leading patient-centered advocacy and experience initiatives at Cedar Hill Regional Medical Center (CHRMC). This role serves as the primary liaison between patients, families, clinical teams, and leadership to ensure patient concerns are addressed promptly, compassionately, and in compliance with regulatory standards. In alignment with CHRMC’s mission as a community-based acute care hospital, this role focuses on real-time service recovery, grievance management, proactive patient rounding, and culture-building, with particular sensitivity to behavioral health, emergency, and vulnerable patient populations. To learn more visit https://cedarhillregional.com or https://jobs.uhsinc.com/cedar-hill-regional-medical-center. As a Cedar Hill Regional Medical Center employee you will be part of an exceptional team with the following benefit offerings: Challenging and rewarding work environment Competitive Compensation & Generous Paid Time Off Excellent Medical, Dental, Vision and Prescription Drug Plans 401(K) with company match and discounted stock plan SoFi Student Loan Refinancing Program Career development opportunities within UHS and its 300+ Subsidiaries! More information is available on our Benefits Guest Website: benefits.uhsguest.com. About Universal Health Services One of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, annual revenues were $14.3 billion in 2023. During the year, UHS was again recognized as one of the World’s Most Admired Companies by Fortune; and listed in Forbes ranking of America’s Largest Public Companies. Headquartered in King of Prussia, PA, UHS has approximately 96,700 employees and continues to grow through its subsidiaries. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs.com.

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 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
Effective written, verbal and interpersonal communication skills
Ability to make quality, independent decisions
Ability to maintain confidentiality
Ability to adapt to multiple and changing priorities
Strong analytical and problem solving skills
Self-directed
Knowledge of HCAHPS, CMS, Joint Commission, and/or Leapfrog patient satisfaction reporting measures.
Knowledge of Performance Improvement methodology
Demonstrated problem solving, resource allocation, data assembly and action planning ability leading to the development of actions plans that will prove helpful in achieving measurable objectives
Ability to organize, formulate, educate, and facilitate problem-solving teams
Demonstrative ability to work without supervision towards a desired outcome
Expertise in Microsoft Office and Database management

Nice To Haves

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

Responsibilities

leading patient-centered advocacy and experience initiatives at Cedar Hill Regional Medical Center (CHRMC)
serves as the primary liaison between patients, families, clinical teams, and leadership to ensure patient concerns are addressed promptly, compassionately, and in compliance with regulatory standards
real-time service recovery
grievance management
proactive patient rounding
culture-building, with particular sensitivity to behavioral health, emergency, and vulnerable patient populations