Patient Experience Advocate, Patient Experience, FT, 8:30A-5P
About The Position
The Patient Experience Advocate builds trusting relationships with patients and families and manages their compliments, complaints, and concerns. The role facilitates communication between patients and families, administration, staff, and physicians, and collaborates with organizational stakeholders to reach appropriate resolutions. Through investigation findings, the advocate helps identify opportunities for process improvement. The position provides professional, empathetic advocacy; maintains accurate and detailed documentation and patient/family confidentiality; investigates concerns; gives feedback to appropriate leaders; and ensures complex issues are resolved within established time frames. The advocate keeps involved parties informed, presents and communicates with all levels of the organization, and navigates across departments and divisions. The role requires independent judgment, critical and strategic thinking, strong problem-solving, and a calm, professional, helpful demeanor when addressing concerns.
Requirements
- High school, certificate, GED, training, or equivalent experience.
- Minimum of 3 years of required experience.
- Self-directed, with strong conflict-management and problem-solving skills.
- Able to think critically and work with minimal supervision.
- Professional, service-oriented, goal-oriented, detail-oriented, organized, and compassionate.
- Excellent interpersonal and communication skills.
- Fully proficient in computer applications used in day-to-day functions.
- Able to extract data and discover patterns in data sets.
Nice To Haves
- Patient/guest relations or social work background.
- Bilingual English/Spanish.
Responsibilities
- Build trusting relationships with patients and families.
- Manage patient and family compliments, complaints, and concerns.
- Facilitate communication among patients and families, administration, staff, and physicians.
- Collaborate with organizational stakeholders to work toward appropriate resolutions.
- Use investigation findings to support process improvement.
- Provide professional and empathetic advocacy for patients and families.
- Maintain accurate and detailed documentation and protect patient and family confidentiality.
- Investigate concerns, provide feedback to appropriate leadership, and ensure complex issues are resolved within established time frames.
- Communicate with all involved parties and keep patients and families informed.
- Present and communicate with all levels of the organization and navigate across departments and divisions.
Benefits
- Career growth and development opportunities, with clear pathways and ongoing support.
- Comprehensive health and wellness resources.
- A wellness program that can help employees eliminate their medical plan deductible.
- Tuition reimbursement.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
