Patient Advocate

Responsibilities

• Management of customer and patient concerns and complaints
• Receive, manage, investigate as needed, resolve and close customer concerns, complaints and grievances
• Collaborate with local leadership as needed to resolve and close customer concerns, complaints and grievances
• May proactively round on patients with consideration to current areas of opportunity based on patient complaint data
• Impartially investigate customer concerns, acting as an advocate for the customer as appropriate
• Act as subject matter experts for regulatory and compliance elements of customer complaint management
• Educate employees on HHC processes and policies regarding customer complaint management processes
• Coach employees through service recovery opportunities
• Ensure current familiarity with complaint data trends and reports
• May attend local leadership meetings to share customer complaint data and reports

Qualifications

• Education: Bachelor’s Degree in healthcare management, nursing or business related area; Minimum of 5 years’ experience in healthcare can offset degree requirement
• Prior patient/customer experience preferred
• Serves as a role model for exceptional customer service
• Excellent communication and complaint resolution skills
• Strong conflict management, interpersonal and negotiation skills
• Develop strong trusting relationships in order to lead through influence
• Ability to coach and empower colleagues in service recovery