Patient Experience Advocate | Full-Time | 8:30AM TO 5:00PM

About the role

The Patient Experience Advocate supports and enhances the patient experience by proactively advocating on behalf of the patient and their family. This role ensures that concerns or perceptions about quality of care and/or service are heard in a timely fashion and addressed appropriately.

The Patient Experience Advocate investigates, resolves, documents, and reports organizational-specific patient, family, and visitor compliments, complaints, and grievances. They develop, implement, and participate in patient experience initiatives related to the hospital.

The role serves as a trusted and informal information resource, communication channel facilitator, consultant, and practitioner for dispute resolution. The Patient Experience Advocate seeks fair and equitable solutions to patient or caregiver problems, suggests dispute resolution processes for addressing and managing conflicts, and provides input to unit and departmental managers on policy, procedural, and practice changes to maintain patient rights.

Responsibilities

• Advocate proactively on behalf of patients and their families.
• Investigate, resolve, document, and report patient, family, and visitor compliments, complaints, and grievances.
• Develop, implement, and participate in patient experience initiatives.
• Serve as a trusted information resource and communication facilitator.
• Provide dispute resolution and suggest processes for managing conflicts.
• Provide input on policy, procedural, and practice changes to maintain patient rights.

Requirements

• High School Diploma or GED (required).
• Associate or bachelor’s Degree (preferred).
• Three to five (3-5) years of professional experience in human services.
• Knowledge of CMS CoP regulations, The Joint Commission standards for patient complaints and grievances, medical terminology, and service improvement methodologies (preferred).

Skills

• Ability to make judgments, exercise diplomacy, and understand institutional complexities.
• Conflict resolution.
• Strong written and verbal communication skills.
• Problem-solving ability.
• Ability to keep accurate records.
• Ability to cope with pressures and stress.
• Positive mental outlook.