PATIENT ADVOCATE

Universal Health Services; Washington (District of Columbia); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Competitive Compensation & Generous PA

Excellent Medical, Dental, Vision and

401(K) with company match and discount

SoFi Student Loan Refinancing Program

Career development opportunities

Job summary

The Patient Advocate at GW Hospital serves as a liaison between patients, families, and the hospital to ensure concerns are addressed promptly and compassionately. Investigating feedback, facilitating resolution, and promoting patient-centered service are core responsibilities.

Collaborating with Nursing, Physicians, Quality, Risk Management and Administration, this role supports regulatory compliance and contributes to patient experience initiatives through education and data-driven

Qualifications

• Associate's Degree required.
• Bachelor's degree preferred.
• Minimum 1-3 years' experience in a hospital or healthcare setting.
• Minimum 1-2 years' service recovery experience orExperience with complaint/grievance management.

Responsibilities

• Serve as liaison between patients, families and the hospital.
• Investigate feedback, facilitate resolution, and promote patient-centered care.
• Collaborate with Nursing, Physicians, Quality, Risk Management and Administration to ensure regulatory compliance and effective resolution of patient concerns.

Skills

Customer service

Interpersonal skills

Organizational skills

Communication skills

Microsoft Office

Education

Associate's Degree

Bachelor's degree preferred

1-3 years hospital experience

Job description

Responsibilities

The George Washington University Hospital (GW Hospital) continues to be a leader in providing the highest level of quality and compassionate healthcare for the D.C. Region. U.S. News & World Report has just released the 2023-2024 ratings and rankings, in which GW Hospital is recognized as a Best Regional Hospital. GW ranks 5th in the region, which includes hospitals in D.C. and parts of Maryland, Virginia and West Virginia.

GW Hospital achieved "High Performing" status in two specialty areas, Neurology and Neuroscience.

In addition, GW Hospital receiving “High Performing” designations for the following 10 procedures: COPD, Diabetes, Heart Attack, Heart Failure, Kidney Failure, Leukemia, Lymphoma and Myeloma, Lung Cancer Surgery, Pneumonia, Prostrate Cander Surgery and Stroke.

Measured by factors such as patient outcomes, "High Performing" is a designation U.S. News & World Report bestows to recognize performance in these specialties that is significantly better than the national average. GW Hospital received the American College of Cardiology’s National Cardiovascular Data Registry (NCDR) Chest Pain – Myocardial Infarction (MI) Registry Platinum Performance Achievement Award for 2023. *GW Hospital is the only hospital in Washington, D.C., to be recognized for this service line.

“At GW Hospital, we are proud to offer a range of advanced services and treatments. Our multidisciplinary care teams are dedicated to outstanding clinical services, research, and education to improve care, quality, and outcomes for our patients,” says Ulises Torres, MD, Chief Quality Officer at GW Hospital. “These recognitions by U.S. News & World Report, which place us within the top hospitals in the region, highlight the expertise, commitment and diligence delivered to each patient in our care.”

Children’s National Hospital, GW Hospital’s NICU partner, was recently ranked the number two hospital in the country for neonatology by U.S. News & World Report. In addition to these recent U.S. News & World Report recognitions, GW Hospital also provides high-quality care in the region through its designation as a Level I Trauma Center and designation as a Comprehensive Stroke Center.

The mission of GWU Hospital is to provide the highest quality of healthcare, advanced medical technology, and world class service to its patients in an academic medical center dedicated to education and research.

Summary

The Patient Advocate serves as a liaison between patients, families, and the hospital to ensure patient concerns, complaints, and grievances are addressed in a timely, compassionate, and compliant manner. This role is responsible for investigating feedback, facilitating resolution, and promoting a culture of patient-centered care and service excellence.

The Patient Advocate partners with interdisciplinary teams—including Nursing, Physicians, Quality, Risk Management, and Administration—to ensure regulatory compliance and effective resolution of patient concerns. The role also supports organizational patient experience initiatives through staff education, service recovery coaching, and identification of opportunities for improvement based on patient feedback and data trends.

Benefit Highlights

• Challenging and rewarding work environment
• Competitive Compensation & Generous Paid Time Off
• Excellent Medical, Dental, Vision and Prescription Drug Plans
• 401(K) with company match and discounted stock plan
• SoFi Student Loan Refinancing Program
• Career development opportunities within UHS and its 300+ Subsidiaries! · More information is available on our Benefits Guest Website: benefits.uhsguest.com

Qualifications

Education/Qualification

• Associate's Degree Reqired
• Bachelor's or equivalent degree preferred
• Minimum 1-3 years' Experience in a hospital or healthcare setting
• Minimum 1-2 years' service recovery experience or Experience with complaint/grievance management

Skills

• Excellent Customer Service skills: Phone Support, Face-to-Face Support, Frontline Support
• Administration: Office Management, Database Management, computer skills and knowledge of Microsoft Office
• Effective interpersonal skills
• Excellent analytical, organizational and planning skills
• Excellent verbal and written communication skills
• Ability to adapt to multiple and changing priorities
• Knowledge of general clinical practices, including medical/clinical knowledge necessary for decision making related to service recovery

About GW Hospital

The George Washington University Hospital (GW Hospital) is a 395-bed tertiary care, academic medical center located in downtown Washington, DC, next to the Foggy Bottom metro. GW Hospital serves a diverse group of patients—from residents to our nation’s leaders. As an academic medical center, GW Hospital has the resources and clinical expertise necessary to provide specialized, complex care. This expertise includes cardiac, cancer, neurosciences, women’s health, trauma, and advanced surgery including robotic and minimally invasive surgery. https://www.gwhospital.com/

GW Hospital is jointly owned and operated by George Washington University and a subsidiary of Universal Health Services, Inc. (UHS). The GW School of Medicine and Health Sciences (SMHS), adjacent to the hospital, is the 11th oldest medical center in the country and the first in the nation’s capital.

The mission of GW Hospital is to provide the highest quality healthcare, advanced medical technology, and world-class service to its patients in an academic medical center dedicated to education and research.

About Universal Health Services

One of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (NYSE: UHS) has built an impressive record of achievement and performance, growing since its inception into a Fortune 500 corporation. Headquartered in King of Prussia, PA, UHS has 99,000 employees. Through its subsidiaries, UHS operates 28 acute care hospitals, 331 behavioral health facilities, 60 outpatient and other facilities in 39 U.S. States, Washington, D.C., Puerto Rico and the United Kingdom.

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.