Patient Representative
About The Position
The Patient Representative plays a critical role in elevating the patient experience by advocating for patient rights, resolving concerns, and partnering with care teams to deliver compassionate, high-quality, and patient-centered care consistently. Serve as the primary advocate for patient rights and responsibilities across the health system. Act as the formal grievance mechanism, investigating and resolving patient and family concerns. Respond in real time to incivility, distress, and conflict using de-escalation techniques. Lead service recovery efforts to rebuild trust and improve patient satisfaction. Conduct proactive rounding to identify concerns early and prevent escalation. Partner with clinical and administrative teams to support a culture of service excellence. Educate and coach staff on patient experience, communication, and de-escalation best practices. Document grievances, interventions, and outcomes accurately within Epic and reporting systems. Analyze trends and provide insights to support quality improvement and patient experience initiatives.
Requirements
- Experience in a patient-facing role within a healthcare setting (hospital or academic medical center preferred)
- Working knowledge of patient rights, regulatory standards, and grievance processes (CMS, Joint Commission, NYSDOH)
- Demonstrated ability to manage conflict and high-emotion situations with professionalism and empathy
- Proficiency with electronic medical records, preferably Epic
- Strong written and verbal communication skills, including formal documentation of investigations
- Ability to collaborate effectively with multidisciplinary teams and build organizational trust
- Conflict resolution and incivility de-escalation in high-stress environments
- Service recovery and proactive patient engagement
- Relationship-building across clinical and administrative teams
- Clear, empathetic, and professional communication
- Sound judgment, discretion, and emotional resilience
Responsibilities
- Serve as the primary advocate for patient rights and responsibilities across the health system
- Act as the formal grievance mechanism, investigating and resolving patient and family concerns
- Respond in real time to incivility, distress, and conflict using de-escalation techniques
- Lead service recovery efforts to rebuild trust and improve patient satisfaction
- Conduct proactive rounding to identify concerns early and prevent escalation
- Partner with clinical and administrative teams to support a culture of service excellence
- Educate and coach staff on patient experience, communication, and de-escalation best practices
- Document grievances, interventions, and outcomes accurately within Epic and reporting systems
- Analyze trends and provide insights to support quality improvement and patient experience initiatives
Benefits
- Fair, competitive pay
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
