Patient Advocate

About the Role

An integral member of the hospital-wide service quality improvement program, the Patient Advocate serves as a liaison between patients, visitors, and St. Mary Medical Center leadership. This role functions as the "face" of SMMC’s Service Recovery, addressing concerns in the moment and coordinating timely follow-up with department leaders. The Patient Advocate assists in identifying and investigating service quality issues, supports the organization’s goal of creating a culture of exceptional service, and manages complaints and written grievances in collaboration with Risk Management under federal, state, and accrediting body regulations.

The Patient Advocate proactively promotes the initiatives of the Office of Patient & Family Experience and aligns with the Mission of Trinity Health and St. Mary Medical Center. This role operates within an ethical framework, prioritizing the patient’s best interests while fostering positive relationships between colleagues and patients to enhance the healthcare experience.

Responsibilities

• Act as a liaison between patients, visitors, and hospital leadership to address concerns and facilitate resolutions.
• Investigate and manage complaints from patients, families, visitors, and healthcare consumers, working toward resolution with all necessary parties.
• Comply with federal regulations, including HIPAA, CMS guidelines, and patients’ rights laws.
• Intervene in crisis situations and negotiate resolutions between conflicted parties.
• Promote the interests of the patient while fostering positive relationships between staff and patients.
• Collaborate with nursing leadership, physicians, nursing staff, and other clinical and non-clinical team members to investigate and resolve complaints.
• Engage chaplains or other support staff to address underlying spiritual or emotional concerns when needed.
• Demonstrate the concern and responsiveness of St. Mary Medical Center through proactive communication.

Requirements

• High school diploma required; Bachelor’s or Associate’s Degree strongly preferred.
• Experience in mediation, conflict resolution, and crisis intervention.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and other technical equipment.
• Self-motivation, excellent interpersonal, and communication skills.
• Bilingual skills are a plus.

Benefits

• Comprehensive benefit packages, including medical, dental, vision, and mental health coverage.
• Paid time off (PTO), 403B retirement plan, and education assistance.
• Voluntary benefits such as pet insurance, accident insurance, and hospital indemnity.
• Benefits available from the first day of employment.
• Work/life balance with flexible schedules.
• Free onsite parking.
• Referral Rewards Program.

Schedule

Available for roles ranging from 0.5 FTE (20 hours weekly) up to 1.0 FTE (40 hours weekly).

About the Organization

St. Mary Medical Center is a 53-acre state-of-the-art facility with over 700 physicians, nearly 3,000 colleagues, and 1,100 volunteers. The center is committed to providing quality care with compassion and respect, serving the healthcare needs of Bucks County’s nearly 630,000 residents. The organization values diversity, inclusion, and the unique perspectives of every team member to deliver person-centered care.