Description
Patient Advocate
A Brief Overview
The Medical Center's Patient Advocate serves as a trusted resource and liaison for patients and their families throughout the healthcare experience. The position promotes patient-centered care by helping patients understand their rights, navigate medical center services, communicate effectively with healthcare providers, and address concerns or barriers to care.
The Patient Advocate uses a strong understanding of the clinical environment and healthcare processes to facilitate communication between patients, families, and members of the healthcare team. The position collaborates with clinical, administrative, and support departments to promote patient safety and a positive patient experience.
What you will do
• Serves as the primary point of contact for patients and families with questions, concerns, or complaints about their care or hospital experience
• Listens to patient concerns with empathy, professionalism, and confidentiality
• Helps patients understand hospital policies, including patient grievance policies, procedures, services, and their rights and responsibilities
• Assists patients in communicating questions and concerns to physicians, nurses, social workers, and other members of the healthcare team
• Facilitates communication between patients, families, and hospital departments when issues arise
• Investigates and helps resolve patient complaints, service concerns, and potential barriers to care
• De-escalates conflicts and responds in writing to patient complaints and grievances, in accordance with policy and procedure
• Maintains accurate documentation of patient concerns, actions taken, and resolutions in accordance with hospital policies
• Identifies recurring patient concerns and communicate trends to leadership for quality-improvement initiatives
• Participates in patient-experience, safety, and quality-improvement programs
• Protects patient privacy and maintain compliance with HIPAA and applicable healthcare regulations
• Supports patients and families during difficult or sensitive situations with compassion and professionalism
• Collaborates with multidisciplinary teams to promote equitable, respectful, and patient-centered care
Education Qualifications
• Bachelor's Degree
required
• Master's Degree
preferred
Experience Qualifications
Clinical healthcare experience required, including handling patient complaints and grievances
Knowledge, Skills, and Abilities
• Understanding of healthcare operations and clinical workflows
• Excellent communication, listening, interpersonal, problem-solving, and conflict resolution skills
• Ability to work effectively with patients, families, physicians, nurses, and other healthcare professionals
• Strong organizational skills and attention to detail
• Knowledge of patient rights, healthcare system, patient safety, and patient experience practices preferred
• Bilingual proficiency preferred
• Patient-centered communication
• Empathy and compassion
• Advocacy and problem-solving
• Conflict resolution
• Cultural sensitivity
• Active listening
• Confidentiality and professionalism
• Collaboration and teamwork
• Organization and documentation
• Knowledge of healthcare resources and systems
Licenses and Certifications
• RN - Registered Nurse - State Licensure and/or Compact State Licensure
required
At Holy Name, we believe in rewarding every team member with more than a paycheck-we invest in your future and well-being. Full-time and part-time employees have access to a comprehensive benefits package designed to support your health, financial security, and quality of life. We offer low-cost medical coverage with generous employer contributions, dental and vision plans, discounted prescriptions, and access to on-site child care. Additional benefits include 401(k) matching, tuition reimbursement, paid time off, flexible spending accounts, legal and voluntary coverage options, life insurance, and free on-site parking. If you are hired at Holy Name, your final base compensation will be determined based on factors such as employment status (Full/Part-Time or Per Diem) skills, education, and/or experience. In addition to those factors - we believe in the importance of pay equity and consider any internal equity of our current team members as a part of any final offer. Pay Range: $80,000-$100,000
Holy Name is a mission-driven facility whose quality standards and philosophy are rooted in the principles of its founders, the Sisters of St. Joseph of Peace. Those principles are exercised daily by the Medical Center's dedicated and talented staff members.
