Patient Advocate & Grievance Resolution Lead

Carilion Clinic; Roanoke (VA); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Medical benefits

Pension plan

Paid time off

Onsite fitness

Wellness app access

Childcare discounts

Education & training

Job summary

Carilion Clinic in Roanoke, VA is seeking a Patient Advocate to manage frontline risk by intake, investigation, and resolution or escalation of patient, family, and visitor complaints. You will act as a liaison between staff and patients, documenting issues and coordinating with Clinical Risk and departments to ensure timely outcomes.

You will apply de-escalation techniques, perform rounding to educate patients and families, and collaborate with care teams to navigate the healthcare system while

Qualifications

• High school diploma or GED required.
• 1 year of experience in a patient care or customer service area.
• 5 years in Service Recovery or Dispute Resolution with healthcare focus may be considered.
• Maintains Notary Public designation.
• Effective interpersonal, communication, and teamwork skills; confidentiality.

Responsibilities

• Applies de-escalation techniques and resolution strategies to complaints.
• Receives and processes complaints; reports potential claims as needed.
• Maintains thorough documentation of issues and actions taken for compliance.
• Acts as liaison between staff, patients, and families; coordinates with risk management.
• Educates patients and families through rounding; navigates the healthcare system.

Skills

Patient advocacy

Communication skills

De-escalation techniques

Documentation

Education

High school diploma or GED

Job description

Carilion Clinic in Roanoke, VA is seeking a Patient Advocate to manage frontline risk by intake, investigation, and resolution or escalation of patient, family, and visitor complaints. You will act as a liaison between staff and patients, documenting issues and coordinating with Clinical Risk and departments to ensure timely outcomes.

You will apply de-escalation techniques, perform rounding to educate patients and families, and collaborate with care teams to navigate the healthcare system while