Patient Experience Advocate

Position Overview

Position: Patient Experience Advocate
Salary: $32.60 - $48.90 per hour
Location: Swedish Hospital - Chicago, IL
Schedule: Monday-Friday, 8am – 4:30pm

The Patient Experience Advocate will serve as a liaison between patients, their families, and the healthcare team, working to address concerns, facilitate communication, and ensure that every patient receives the highest level of “Safe, Seamless, and Personal” care and support throughout their stay or visit. This role is a central resource for coordinating patient feedback, providing options, guidance, and solutions while documenting feedback to support the resolution process.

Key Responsibilities

• Manages complaints and grievances to maintain Joint Commission, IDPH, and CMS patient rights standards related to the complaint and grievance process, ensuring proper closure of events.
• Provides accurate closure letters utilizing CMS standards.
• Assesses, investigates, and problem-solves complaints and patient concerns.
• Ensures timely documentation and resolution, including interviews with staff, basic chart review, policy review, and consultation with Risk Management, Quality, or Administration.
• Collaborates with department leaders to communicate with patients and resolve complaints and grievances within set timeframes, escalating issues when appropriate.
• Promotes positive customer relations through attentive listening and empathetic, professional responses.
• Participates in patient rounds for proactive response to potential complaints and offers service recovery and de-escalation support in difficult situations.
• Handles sensitive, confidential information discreetly and ensures compliance with all HIPAA regulations.
• Maintains professionalism during challenging customer and staff interactions.
• Keeps up-to-date with industry practices in patient complaint and grievance management.
• Fosters a culture of patient and family centered care and outstanding customer service, aligned with Endeavor Health’s mission, vision, and values.
• Collaborates with leadership to identify and mitigate barriers based on patient complaints and contributes to the development of programs addressing patient experience.
• Supports organizational committees to drive patient experience initiatives and ensure alignment across the organization.
• Maintains awareness of organizational and patient population climates to effectively coordinate executive rounds for high-priority issues.
• Focuses on targeted metrics to contribute to positive outcomes for patients and the organization.

Required Qualifications

• Education: Bachelors Degree Required
• Experience Required: Two years of professional experience in healthcare or a leadership role in customer service, process improvement, patient satisfaction, health administration, or a related field.

Preferred Qualifications

• Strong interpersonal skills and analytical problem-solving abilities
• Displays poise and diplomacy
• Conflict management, negotiating, and decision-making skills
• A strong sense of empathy, excellent listening skills, and attentiveness to detail
• Ability to work independently with a passion for advocating for others
• Proficient knowledge of computer applications and database management systems

Benefits & Perks

• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, Pet, and Vision options
• Tuition Reimbursement
• Free Parking
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities