Patient Representative

Mountain Region Support • Centennial, CO

2d • $27 - $44 • Hybrid

About The Position

The Patient Representative leads, manages, and oversees operational processes and improvement initiatives related to feedback, dissatisfaction, and grievances from patients, families, and visitors. The role has regional responsibility across two or more hospital locations and supports Physician Enterprise Clinics in a hybrid work arrangement involving both remote and in-person work.

The Patient Representative serves as the primary point of contact throughout the grievance process, ensuring interactions are professional, proactive, and personalized. The role addresses complex concerns, advocates empathetically for patients and families, and turns feedback and grievance trends into operational improvements. It also involves managing teams, maintaining consistent processes across the system, and collaborating with clinical and administrative leaders to support patient experience, quality improvement, patient rights, and regulatory compliance.

Requirements

• Two years of related experience in healthcare, public relations, or hospitality industries.
• Friendly, empathetic, outgoing, optimistic, self-motivated, professional, and accessible to patients and families, physicians, staff, volunteers, and the community.
• Detailed, efficient, flexible, and proactive.
• Exemplary written and verbal communication skills.
• Exceptional analytical skills, critical thinking, and problem-solving abilities.
• Experience with the healthcare regulatory environment.
• Ability to defuse tense situations through careful listening and sensitive responses.

Nice To Haves

• Associate degree.
• Bachelor's degree.
• Patient Advocate Certification.

Responsibilities

• Research, address, and resolve concerns and grievances from patients, families, and healthcare consumers across multiple hospital entities.
• Manage teams and ensure compliance with regulatory timelines and data collection requirements through detailed standardized documentation.
• Research, recommend, train, and deploy programs to provide consistency in the grievance process across the system.
• Maintain collaborative working relationships with Hospital Executives, Nursing Leaders, Quality Directors, Patient Safety Officers, and Risk Management.
• Intervene in crisis situations, negotiate resolutions between conflicted parties, and model a non-judgmental approach while advocating empathetically for patients and families.
• Partner with leadership to align grievance trends with patient experience initiatives, quality improvement efforts, and regulatory standards for patient rights.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed