Patient Advocate

ABM Industries, Inc.; New Haven (CT); On-site; USD 43,000 - 45,000; Full time

Job summary

A leading company in the healthcare sector is seeking a Patient Experience Advocate to enhance patient satisfaction and service quality. This role involves working closely with leadership and staff to implement effective customer service strategies, resolve patient issues, and ensure high standards of care. The ideal candidate will have strong communication skills and a background in customer service, with a focus on improving the patient experience.

Benefits

Comprehensive benefits package

401(k) with company match

Qualifications

• Experience in customer service and patient interaction.
• Ability to analyze patient experience results.
• Strong communication skills to liaise with patients and staff.

Responsibilities

• Analyze patient experience results and implement improvement efforts.
• Resolve patient issues and ensure quality service delivery.
• Track and analyze patient service concerns.

Skills

Customer Service

Communication

Problem Solving

Job description

Patient Experience Advocate

The Patient Experience Advocate partners with the leadership team to develop and ensure the effective and consistent implementation of customer service strategies across the account. This individual works closely with the Patient Experience Manager, leadership, the hospital-based patient experience team, and employees to analyze patient experience results and identify, prioritize, plan, implement, and oversee improvement efforts.

Pay: $21.00/hr

The pay listed is the hourly rate for this position. A specific offer will vary based on the applicant's experience, skills, abilities, geographic location, and alignment with market data.

Contacts patients upon admission, and as needed, to ensure the patient is receiving services as requested; to identify additional needs and services, and ensure delivery of quality services.

Initiates rounding on all patients and prioritizes focused revisits to improve the patient experience.

Advocate to resolve patient issues.

Ensures industry standards are met, and satisfaction scores are on target. Acts as a liaison to connect the patient's voice, expectations, and perspective with the Environmental Services team by actively engaging with patients at the bedside.

Ensures effective communication with patients and families regarding expectations and services provided.

Oversees service recovery initiatives; coordinates with all hospital departments to identify and resolve service-related issues.

Consults with leaders to develop strategies for improving patient satisfaction, identifying best practices and opportunities for improvement, and working collaboratively with staff and leadership.

Tracks and analyzes patient/visitor service concerns, identifying system or process-related problems through data and working collaboratively with Environmental Services leadership and staff to resolve them.

Provides feedback and coaching to the Environmental Services team to deliver high-touch, service-oriented interactions at every encounter with patients, visitors, and families.

Benefits: ABM offers a comprehensive benefits package. For more information, visit ABM 2025 Employee Benefits | Staff & Management.

401(k): You become eligible to make personal contributions beginning the first of the month following 30 days of employment. You become eligible for the ABM match beginning the first of the month following six months of employment. ABM matches your pre-tax and/or Roth contributions dollar for dollar, up to 3%. For the next 2%, ABM contributes $0.50 for each dollar you contribute. Contributions and matches are immediately vested.