Patient Advocate

Job Summary

Under the direction of the Director of Patient Experience, the Patient Advocate serves as a liaison between patients, families, providers, and the healthcare organization to promote a positive, patient-centered experience across the continuum of care. This role facilitates the timely resolution of patient concerns, complaints, grievances, and service recovery opportunities while ensuring compliance with applicable regulatory and accreditation requirements. The Patient Advocate champions patients' rights, supports effective communication between patients and care teams, and collaborates with leaders and staff to identify opportunities for service excellence and continuous improvement.

The Patient Advocate manages patient feedback from intake through resolution, conducting investigations, coordinating follow-up with patients and responsible departments, and ensuring concerns are addressed in a timely, compassionate, and professional manner. This position partners with departmental leaders to improve service quality, strengthen patient satisfaction, and foster a culture of accountability, empathy, and patient-centered care. Through trend analysis, education, and collaboration, the Patient Advocate supports organizational initiatives aimed at enhancing the experiences of patients, families, visitors, providers, and employees while advancing the organization's commitment to quality, safety, and service excellence.

Responsibilities

• Investigate, manage, and resolve patient and family concerns, complaints, grievances, and compliments in a timely, professional, and compassionate manner.
• Ensure all patient complaints and grievances are addressed and resolved within established regulatory timeframes, including CMS requirements.
• Serve as a liaison between patients, families, providers, and healthcare teams to facilitate communication, understanding, and resolution of concerns.
• Act as a resource for patients, families, and staff regarding patient rights, responsibilities, and organizational policies.
• Coordinate service recovery efforts and advocate for patients to promote a positive patient experience across the continuum of care.
• Document complaints, investigations, actions taken, correspondence, and outcomes in accordance with organizational and regulatory standards.
• Monitor and manage the patient feedback process from intake through resolution, ensuring timely follow-up and closure.
• Analyze complaint, grievance, and patient experience data to identify trends, recurring issues, and opportunities for improvement.
• Prepare and present monthly reports summarizing patient feedback trends, complaint activity, service recovery efforts, and recommended process improvements.
• Collaborate with departmental leaders to develop and implement action plans that improve patient satisfaction, service quality, and organizational performance.
• Support the development, growth, and ongoing activities of the Patient and Family Advisory Forum (PFAF), including identifying opportunities for engagement and improvement.
• Participate in patient experience, quality, safety, and performance improvement initiatives throughout the organization.
• Develop, coordinate, and deliver education and training related to patient-centered care, customer service excellence, communication, empathy, and service recovery.
• Serve as a mentor and resource to new and existing staff by promoting best practices that enhance the patient and family experience.
• Partner with leadership to foster and sustain a culture of service excellence, accountability, and patient-centered care.
• Assist with employee recognition and engagement initiatives that reinforce organizational service standards and patient experience goals.
• Ensure compliance with all applicable regulatory, accreditation, privacy, and patient rights requirements.
• Maintain confidentiality and safeguard protected health information in accordance with organizational policies and federal and state regulations.
• Support long-range organizational initiatives focused on improving patient, family, visitor, physician, and employee satisfaction and engagement.
• Perform other duties as assigned in support of Patient Experience and organizational objectives.

Knowledge, Skills & Abilities

Patient Group Knowledge (Only applies to positions with direct patient contact)

The employee must possess/obtain (by the end of the orientation period) and demonstrate the knowledge and skills necessary to provide developmentally appropriate assessment, treatment or care as defined by the department's identified patient ages. Specifically the employee must be able to demonstrate competency in: 1) ability to obtain and interpret information in terms of patient needs; 2) knowledge of growth and development; and 3) understanding of the range of treatment needed by the patients.

Competency Statement

Must demonstrate competency through an initial orientation and ongoing competency validation to independently perform tasks and additional duties as specified in the job description and the unit/department specific competency checklist.

Common Duties and Responsibilities

(Essential duties common to all positions)

1. Maintain and document all applicable required education.

2. Demonstrate positive customer service and co-worker relations.

3. Comply with the company's attendance policy.

4. Participate in the continuous, quality improvement activities of the department and institution.

5. Perform work in a cost effective manner.

6. Perform work in accordance with all departmental pay practices and scheduling policies, including but not limited to, overtime, various shift work, and on-call situations.

7. Perform work in alignment with the overall mission and strategic plan of the organization.

8. Follow organizational and departmental policies and procedures, as applicable.

9. Perform related duties as assigned.

Education

• Associates Degree (Required) Specific Degree or Training: Healthcare, Emergency Medical Services (EMT/Paramedic), Nursing, Social Work, Healthcare Administration, Education, Communications, Applied Behavioral Sciences (including BCBA), Public Health, Human Services, Psychology, or other related fields.
• Bachelors Degree

Credentials

• No Certification, Competency or License Required

Work Schedule: Days

Status: Full Time Regular 1.0

Location: General Hospital

Location of Job: US:WV:Charleston

Talent Acquisition Specialist: Tamara B. Young tammy.young@vandaliahealth.org