Patient Experience Advocate, Patient Experience, FT, 9:30A-6P

Baptist Health South Florida • Miami, FL

8d • $19 - $23 • Onsite

About The Position

Baptist Health is seeking a Patient Experience Advocate to build trusting relationships with patients and families, manage compliments, complaints, and concerns, and act as a facilitator between patients/families, administration, staff, and physicians. This role involves collaborating with stakeholders to find appropriate resolutions, serving as a link for process improvement through investigation findings, and providing professional and empathetic advocacy for patients/families. The advocate will be accountable for accurate documentation, investigating and providing feedback to leadership, ensuring complex issues are resolved within established time frames, and communicating with all parties involved, keeping patients/families informed. The position requires a self-directed individual with exceptional communication skills, the ability to exercise independent critical/strategic judgment and thinking, master problem-solving skills, and maintain a professional, calm, and empathetic demeanor while constructively addressing concerns. The estimated pay range for this position is $18.87 - $22.83 per hour, depending on experience.

Requirements

• High School Diploma, Certificate of Attendance, Certificate of Completion, GED, or equivalent training or experience.
• Must be self-directed with strong conflict-management and problem-solving skills.
• Requires a critical thinker who is able to work with minimal supervision.
• Professional demeanor, service, goal and detail-oriented, organized and compassionate.
• Excellent interpersonal and communication skills.
• Fully proficient in computer applications used in day-to-day functions.
• Ability to extract data and discover patterns in data sets.
• Minimum Required Experience: 3 Years

Nice To Haves

• Patient/Guest relations or social work background.
• Bilingual English/Spanish preferred.

Responsibilities

• Building trusting relationships with patient/families.
• Managing patient/family compliments, complaints & concerns.
• Acting as a facilitator between patient/family, administration, staff, and physicians.
• Collaborating with stakeholders across the organization to work towards an appropriate resolution.
• Serving as a link for process improvement through investigation findings.
• Providing professional and empathetic advocacy for patients/families.
• Accurate/detailed documentation.
• Investigating, providing feedback to appropriate leadership and ensuring complex issues are resolved within established time frames.
• Communicating with all parties involved keeping patients/families informed.
• Projecting a positive and helpful demeanor while advocating on behalf of the patient.
• Maintaining patient/family confidentiality.
• Presenting and communicating with all levels of the organization.
• Navigating seamlessly between departments and divisions.

Benefits

• Career growth and development opportunities, with clear pathways and ongoing support
• Comprehensive health and wellness resources that go beyond traditional benefits
• A wellness program that can help employees eliminate their medical plan deductible, reducing out-of-pocket healthcare costs
• Tuition reimbursement to support continued learning and advancement

What This Job Offers

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