About this role
Job Summary and Responsibilities
As our Patient Representative, you will lead, manage, and oversee operational processes and improvement initiatives related to patients, families, and visitors who provide feedback, express dissatisfaction, or file grievances. Your scope of responsibility is regional, spanning two or more hospital locations.
Every day, you will ensure that every interaction throughout the grievance process remains consistently professional, proactive, and personalized. You will serve as the primary point of contact, navigating complex situations to uphold high standards of patient care and communication.
To be successful in this role, you will need to demonstrate strong leadership skills and a commitment to service excellence. You must be capable of managing multiple facility sites while driving initiatives that transform patient feedback into meaningful operational improvements.
- Research, address, and resolve concerns and grievances from patients, families, and healthcare consumers across multiple hospital entities.
- Manage teams and ensure compliance with regulatory timelines and data collection requirements through detailed standardized documentation.
- Research, recommend, train, and deploy programs necessary to provide consistency in the grievance process across the system.
- Maintain strong, collaborative working relationships with Hospital Executives, Nursing Leaders, Quality Directors, Patient Safety Officers, and Risk Management.
- Intervene in crisis situations, negotiate resolutions between conflicted parties, and model a non-judgmental approach to empathetically advocating for patients and families.
- Partner with leadership to align grievance trends with patient experience initiatives, quality improvement efforts, and regulatory standards for patient rights.
This role supports our Physician Enterprise Clinics and will be a hybrid role with some remote and some in-person.
Job Requirements
Required
- Two (2) years related experience in Healthcare, Public Relations, or Hospitality industries
- Friendly, empathetic, outgoing, optimistic, self-motivated, professional, and accessible to patients/families, physicians, staff, volunteers, and community
- Detailed, efficient, flexible, and proactive
- Exemplary written and verbal communication skills
- Demonstrate exceptional analytical skills, critical thinking, and problem-solving abilities
- Experience with healthcare regulatory environment
- Ability to diffuse tense situation though careful listening and sensitive response
Preferred
- Associate Degree
- Bachelor's Degree
- Patient Advocate Certification
Where You’ll Work
With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.