Patient Experience Advocate

Patient Advocate

JOB SUMMARY

The Patient Advocate serves as a key liaison between patients and the organization, ensuring that patient concerns, inquiries, and feedback are addressed promptly and professionally. This role is responsible for enhancing patient experience by facilitating communication, resolving non-clinical issues, and promoting a culture of empathy, responsiveness, and continuous improvement. The Patient Advocate educates patients on company policies and procedures, supports service recovery efforts, and contributes to initiatives that elevate patient satisfaction and engagement.

PRIMARY FUNCTIONS

· Manage and respond to inbound patient calls, ensuring timely and courteous follow-up.

· Address non-clinical patient inquiries and route clinical or operational concerns to appropriate departments.

· Provide clear, empathetic, and professional communication to patients regarding company policies, procedures, and services.

· Monitor and respond to patient feedback received via phone, email, and online platforms (e.g., Google reviews).

· Document and escalate complaints, compliments, and suggestions to relevant teams for resolution or recognition.

· Generate regular reports summarizing patient feedback trends, concerns, and opportunities for improvement.

· Organize and facilitate patient listening sessions to gather insights and foster engagement.

· Support the company’s “Kudos” recognition program by identifying and celebrating exceptional service.

· Collaborate with front office and operational teams to promote a welcoming and patient-centered environment.

· Conduct thorough investigations into patient concerns, ensuring timely and appropriate resolution.

· Advocate for patient needs while balancing organizational policies and operational constraints.

· Maintain accurate records of patient interactions and resolutions in accordance with company standards.

· Oversee patient-related email communications and ensure prompt responses.

· Coordinate with internal departments to ensure seamless patient service delivery.

· Perform other duties and special projects as assigned by leadership.

EDUCATION AND EXPERIENCE

· Bachelors degree or equivalent experience .

· Prior experience in healthcare, customer service, or patient relations preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

· Exceptional interpersonal and communication skills, both verbal and written.

· Strong customer service orientation with a compassionate and professional demeanor.

· Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

· Proficiency in computer systems and software, including email, spreadsheets, Epic, and CRM tools.

· Familiarity with medical terminology, ICD-10, and CPT coding preferred.

· Demonstrated critical thinking and problem-solving abilities.

· Ability to remain calm and effective under pressure.

· Collaborative mindset with the ability to work well across teams and departments.

PHYSICAL REQUIREMENTS

· Ability to sit and to view a computer screen for extended periods of time

· Ability to perform repetitive hand and wrist motions for extended periods of time

· Ability to talk and hear

· Ability to occasionally lift and/or move up to 25 pounds

ADDITIONAL QUALIFICATIONS

· Bilingual a plus (English/Spanish)

RELATIONSHIP REPORTING

· Director of Operations