Registered Nurse, Patient Experience/ Patient Advocate

City of Hope•Goodyear, AZ

1d•Onsite

About The Position

City of Hope's mission is to make hope a reality for all touched by cancer and diabetes. Founded in 1913, City of Hope has grown into one of the largest and most advanced cancer research and treatment organizations in the U.S., and one of the leading research centers for diabetes and other life-threatening illnesses. City of Hope research has been the basis for numerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute-designated comprehensive cancer center that is ranked top 5 in the nation for cancer care by U.S. News & World Report at its core, City of Hope’s uniquely integrated model spans cancer care, research and development, academics and training, and a broad philanthropy program that powers its work. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and cancer treatment centers and outpatient facilities in the Atlanta, Chicago and Phoenix areas. The Patient Experience / Patient Advocate RN is responsible for leading and coordinating patient experience initiatives across the hospital and affiliated clinics (CCC’s). This role serves as the primary point of contact for patient complaints and grievances, ensuring timely, compliant resolution in accordance with regulatory standards. The RN collaborates with leadership and frontline staff to analyze patient feedback, drive performance improvement (PI) projects, and foster a culture of patient-centered care. This position also supports Patient and Family Advisory Council (PFAC) engagement and organizational strategies to improve patient satisfaction and experience outcomes.

Requirements

Three (3) years experience in acute care nursing.
Familiarity with regulatory standards related to grievances
Bachelor of Science in Nursing
BLS
Current State Arizona Registered Nurse License

Nice To Haves

experience in patient advocacy, or patient experience strongly preferred.

Responsibilities

Manage and investigate patient complaints and formal grievances in compliance with CMS, Joint Commission, and organizational policies.
Ensure timely acknowledgment, follow-up, and resolution of patient concerns.
Identify trends and escalate issues requiring leadership attention.
Lead and coordinate patient experience initiatives across the hospital and CCCs.
Monitor patient experience data (e.g., surveys, comments, feedback platforms).
Analyze trends and identify opportunities for improvement.
Distribute weekly patient comments and feedback reports to department leaders.
Collaborate with department leaders to develop and implement PI projects aimed at improving patient experience scores.
Schedule and facilitate Patient Experience meetings with department leaders.
Prepare agendas, reports, and action plans for meetings.
Serve as the liaison between PFAC and hospital leadership.
Promote PFAC engagement and integration into organizational improvement efforts.