Patient Advocate

ctca; Zion (IL); On-site; USD 42,000 - 54,000; Full time

Job summary

City of Hope Chicago seeks a Patient Advocate to deliver exemplary service to patients and families onsite. The role serves as a liaison among patients, caregivers and care teams, ensuring concerns are addressed and properly documented.

The Advocate coordinates language access services and supports patient relations activities. The ideal candidate has an Associate's degree and at least two years in patient advocacy or customer service, with preference for a Bachelor's degree and Spanish

Qualifications

• Associate's degree required.
• Two years of Patient Advocate or customer service experience required.

Responsibilities

• Provide exemplary customer service to patients and families, including off-site clinics.
• Oversee and report in the patient satisfaction database; generate reports for department leadership.

Skills

Patient advocacy

Customer service

Interpersonal skills

Conflict resolution

Public speaking

Language access

Education

Associate's degree

Bachelor's degree

Certified Health Care Interpreter (Spanish)

Job description

Patient Advocate About City of Hope , City of Hope's mission is to make hope a reality for all touched by cancer and diabetes. Founded in 1913, City of Hope has grown into one of the largest and most advanced cancer research and treatment organizations in the U.S., and one of the leading research centers for diabetes and other life‑threatening illnesses. City of Hope research has been the basis for numerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute‑designated comprehensive cancer center that is ranked top5 in the nation for cancer care by U.S. News & World Report at its core, City of Hope's uniquely integrated model spans cancer care, research and development, academics and training, and a broad philanthropy program that powers its work. City of Hope's growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and cancer treatment centers and outpatient facilities in the Atlanta, Chicago and Phoenix areas.

The successful candidate:

Schedule: Monday-Friday, 7:45 AM - 4:15 PM

Work Setting: Fully Onsite

No weekends or holidays

Job Responsibilities

• Patient Advocates shall provide exemplary customer service to all guests of City of Hope Chicago, including off‑site outpatient clinics. The role will serve as a liaison between patients, caregivers/families, the patient's care team, ancillary/support departments (i.e., Risk, Social Services, Compliance, etc.), and management by sharing the patient's perspective, questions, and/or concerns, including formal grievances.
• The Advocate will strive to resolve concerns promptly and ensure thorough and proper documentation is completed in the patient satisfaction database. They will oversee report management within the patient satisfaction database and provide reports to department leaders and Administration.
• The Advocate will build rapport with patients by welcoming them to City of Hope during New Patient Orientation and sharing essential hospital information and resources. The Advocate will also serve as the hospital's central contact for language access services, including interpreter and translation coordination.

Position Qualifications

• Associate's degree
• Two years of Patient Advocate or customer service experience

Preferred Qualifications

• Bachelor's Degree
• Certified Health Care Interpreter (Spanish)

Preferred Skills

• Experience handling difficult or sensitive situations with professionalism and empathy.
• Strong conflict resolution and de-escalation skills.
• Comfortable with public speaking and presenting information during New Patient Orientation sessions.
• Experience scheduling and leading care conferences to address patient concerns and facilitate resolution.
• Excellent documentation skills with attention to detail and accuracy.
• Ability to handle sensitive and confidential information while maintaining patient privacy.
• Experience receiving and managing incoming calls through a patient relations or customer service line.
• Strong interpersonal, communication, and relationship-building skills.
• Ability to collaborate effectively with patients, families, providers, and multidisciplinary teams.

City of Hope is an equal opportunity employer.

City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.