Patient Advocate

Risk Management


Day shift

Monday - Friday

Job Summary:  The Patient Advocate, under general supervision, manages the complaint process, refers pertinent information to the appropriate individuals for investigation and resolution, and responds to patient complaints and grievances for both hospital and clinic patients.  Highly visible on all hospital units and throughout the campus, the Patient Advocate works with managers and providers as an additional resource to de-escalate dissatisfied patients and families. The Patient Advocate provides support and resource services to patients and families of diverse populations and serves as a facilitator in conflict resolution activities. The individual is responsible for providing support to departments to identify and respond to patient and family feedback. The Patient Advocate provides training to managers and supervisors on customer service, service recovery skills, and management of complaint/grievances.  The Patient Advocate works closely with the risk management department on high level grievances involving litigation and assures the organization remains compliant with CMS regulations and Joint Commission standards relating to the disposition of patient grievances.



·        Bachelor's degree required.  Customer relations, human services or social work, preferred.

·        Minimum of three years' experience in a healthcare environment.  Process Improvement experience preferred.

·                 Excellent interpersonal skills to effectively interact with all levels of staff, providers and external parties.

·                 Additional languages preferred.

·                 Ability to function independently and interdependently within a team with minimal supervision, demonstrating excellent judgment, attention to process and detail, and appropriate outcomes/resolutions.

·                 Ability to demonstrate professional judgment in handling sensitive and confidential issues with tact and discretion.