Patient Experience & Advocacy Manager

WVU Medicine; Burbank (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

BMC Berkeley Medical Center is seeking a leader to oversee Guest Relations and Patient Advocacy. The role guides daily operations, policy development, and service improvement to ensure an exceptional patient experience.

Responsibilities include budgeting, staff mentoring, and interdepartmental collaboration to meet accreditation standards while enhancing service quality and patient satisfaction.

Qualifications

• Bachelor’s degree in healthcare, nursing, business, or related field.
• Five years of healthcare experience.
• Master’s degree in healthcare, nursing, business, or related field preferred.
• Experience with project management and leadership.

Responsibilities

• Provides leadership and oversight of daily operations for Guest Relations and Patient Advocate.
• Plans, develops, implements and evaluates services including personnel management and policy development.
• Oversees Patient Rights and Responsibilities to meet accrediting and regulatory standards.
• Proactively engages patients via rounding and visits to promote excellent experience.
• Oversees grievance processes to meet CMS, TJC, and state requirements.
• Leads group facilitation and problem solving to reduce service breakdowns.
• Delivers education and training on patient-centered practices.
• Drives patient experience improvements through project management.
• Conducts guest shopping and observations of patient-centered practices.
• Provides data for trend analysis related to patient grievances.
• Assists with annual department non-salary, FTE, and capital budgets.

Skills

Communication

Leadership

Cross-functional

Facilitation

Conflict resolution

Education & training

Patient advocacy

Data visualization

Relationship building

Education

Bachelor’s degree in healthcare, nursing, business, or related field

Master’s degree preferred

Job description

BMC Berkeley Medical Center is seeking a leader to oversee Guest Relations and Patient Advocacy. The role guides daily operations, policy development, and service improvement to ensure an exceptional patient experience.

Responsibilities include budgeting, staff mentoring, and interdepartmental collaboration to meet accreditation standards while enhancing service quality and patient satisfaction.