Patient Advocate

Sarasota Memorial Health Care System; Sarasota (FL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid Time Off

Tuition Reimbursement

Discounted Medical Plans

Flexible Spending Accounts

Life Insurance

Retirement Savings Plan 403b

Free Parking

On Campus Dining discount

Employee Discount Programs

Bonuses offered

Job summary

Sarasota Memorial Health Care System seeks a Patient Advocate/Concierge to coordinate patient and family advocacy services, acting as primary contact for compliments, complaints, and grievances across the health system.

The role requires independent judgment on complex cases, intake and documentation of grievances, and escalation to leadership. Strong communication and de-escalation skills are essential in a fast-paced healthcare setting.

Qualifications

• Require an associate degree in a relevant field; bachelor’s preferred.
• Minimum of two years of customer service experience in a strong customer interaction environment.
• Experience in crisis management and/or conflict resolution in a healthcare setting is preferred.

Responsibilities

• Coordinate patient and family advocacy services; serve as primary contact for compliments, complaints, and grievances.
• Intake, documentation, triage, and tracking of patient grievances per regulatory requirements.
• Liaise with Legal Counsel, Risk Management, Patient Safety and clinical leadership for escalation and resolution.
• Provide advanced service recovery, real-time de-escalation, and follow-up communication among stakeholders.

Skills

Customer service

Crisis management

Conflict resolution

Healthcare setting

Education

Associate degree

Bachelor’s degree preferred

Job description

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.

Required Qualifications

• Require an associate degree in a relevant field of study, bachelor’s preferred. Additional relevant experience can be considered on a year-for-year basis in lieu of the degree requirement.


• Require a minimum of two (2) years of customer service experience within a strong customer interaction environment, experience in crisis management and/or conflict resolution or other relevant experience within a healthcare setting.

Preferred Qualifications

• Prefer previous healthcare experience working in a hospital-based patient relations capacity, as well as experience supporting or coordinating resolution of complex or sensitive concerns.


• Prefer demonstrated ability to meet and communicate with the public in a courteous and professional manner.


• Prefer the ability to establish and maintain effective working relationships.


• Prefer familiarity working with multidisciplinary teams, including clinical, non-clinical, and administrative leadership.


• Prefer strong computer skills, documentation, and organizational skills with the ability to manage multiple priorities in a fast-paced environment.


• Prefer a basic understanding of medical terminology.

Sarasota Memorial Hospital was recently recognized again by ranking #1 Hospital in the Region by the U.S. News's Best Hospital report by scoring a Perfect 10! Not only that, but SMH was also designated at a national \"standout\" hospital for earning top ratings in all evaluated conditions and procedures - an accomplishment achieved by less than 1% of the 4000+ hospitals. Our system has also earned Magnet® recognition from the American Nurses Credentialing Center (ANCC), as well as these additional accolades: Gallup Great Workplace 2018; recipient of an \"A\" grade for Patient Safety. Sarasota Memorial Hospital is Magnet designated and the only provider of Level II trauma services, obstetrical services, and Level III neonatal intensive care in Sarasota County.

Reputation. Community. Impact. Growth.

Every day, our patients at Sarasota Memorial Health Care System receive a first-class experience in care from a team on a mission to deliver the highest level of care in America. In the process of rising to that challenge, one by one, our people are finding their purpose and feeling their impact. Now it is your turn to see yourself here.

Recognition:

• 5- Star Quality Rating - SMH- Sarasota is the only hospital in Florida to earn the federal Centers for Medicare & Medicaid Services' highest rating every year since its inception.


• 50 Best Hospitals - SMH ranked among U.S. News & World Report's 50 Best Hospitals in two specialties, Rehabilitation and Obstetrics/Gynecology in 2023-2024, and among the nation's top 10% high performers in 18 other medical specialties, procedures and conditions.


• World's Best Hospitals - SMH- Sarasota has made Newsweek's prestigious list six years in a row, since the global rankings began in 2019.


• 'A' for Patient Safety - SMH- Sarasota has earned straight A's since it began participating in the Leapfrog Group's hospital safety survey in 2016.


• Magnet Hospital - SMH has been recognized as a Magnet hospital for the past 20 years by the American Nurses Credentialing Center, a continuous achievement for nursing excellence shared by less than 1% of hospitals nationwide.


• America's Best Employer/Workplace - SMH topped Forbe's list of America's Best Employers, ranking among the top 20% of large employers across all industries in 2024, and #1 healthcare employer in Florida in 2023. The health system also earned a 5-star rating in Newsweek's 2024 list of \"America's Greatest Workplaces for Women.\"

The benefits of being the best:

Our commitment to becoming the best community hospital and health care system means providing the best possible benefits to our people. Some highlights:

Total Rewards Package

• Paid Time Off (start earning PTO on day one of employment)


• Tuition Reimbursement


• Discounted Medical, Prescription, Dental, Vision Benefit Plans for Full & Part-Time Employees


• Flexible Spending Accounts (Health Care and Dependent Care) - Pre-Tax Dollars


• Life Insurance


• Competitive rates


• Bonuses offered


• Disability Insurance


• Retirement Savings Plan: 403b


• Sarasota Campus for now - Discounted Child Care & Before and After School Program and Summer Camp!


• Bereavement Leave


• Free Parking


• On Campus Dining w/ a 10% discount


• Credit Union w/ teller machines on campus


• Direct Deposit


• Free Wellness Screening


• Free confidential counseling services


• Employee Discount Programs


• Recognition Programs


• Referral Programs


• Tremendous growth opportunities for hard workers!

Employment Screening Requirements

As part of Sarasota Memorial Health Care System’s commitment to keeping people safe, all individuals providing care to vulnerable populations are required to undergo background screening through The Florida Care Provider Background Screening Clearinghouse. https://info.flclearinghouse.com/