Patient Advocate

Department

Patient Advocate_Concierge

Job Summary

The Patient Advocate is responsible for coordinating patient and family advocacy services by serving as the primary point of contact for compliments, complaints, and formal grievances across the health system. The advocate utilizes independent judgment on complex multi-departmental cases and facilitates timely, professional, and compassionate communication between patients, families, and organizational leadership to support effective resolution of concerns.

The advocate is also responsible for intake, documentation, triage, and tracking of patient grievances and complaints in accordance with regulatory requirements and organizational standards. The advocate serves as liaison authority with Legal Counsel, Risk Management, and Patient Safety for unanticipated outcomes and pre-litigation matters, as well as ensures appropriate routing and escalation of concerns to clinical leadership, Risk Management, Compliance, Legal, and other departments as needed.

In addition, the advocate supports the organization in mitigating risk by providing advanced service recovery support for escalated patient and family concerns, including real-time de-escalation, facilitation of difficult conversations, and coordination of follow-up communication between stakeholders.