Patient Experience Advocate

MedStar Health; Baltimore (MD); On-site; USD 33,000 - 58,000; Full time

Job summary

MedStar Health in Baltimore is seeking a Patient Advocate to investigate and resolve patient complaints and grievances in partnership with staff and hospital leadership, ensuring a positive patient experience and regulatory compliance.

You will maintain a tracking database, analyze trends, prepare reports for leadership, and participate in quality improvement initiatives. Strong communication, problem solving, and service recovery are essential.

Qualifications

• Bachelor's degree in Business Management, Hospitality, Healthcare Administration or another related field is required.
• 2 years of progressively more responsible job-related experience ideally in service excellence and improvement processes.
• One year of relevant professional-level work experience may substitute for one year of required education.

Responsibilities

• Investigates and resolves patient complaints and grievances in partnership with staff and hospital leadership.
• Performs service recovery and composes verbal and written responses to resolve concerns amicably.
• Maintains a complaint tracking database and ensures CMS/governmental regulations compliance.
• Provides cross-coverage and participates in multidisciplinary quality and service improvement teams.
• Presents detailed recommendations and action plans to leadership and follows up to ensure resolution.

Skills

Verbal communication

Written communication

People skills

Computer skills

Education

Bachelor's degree in Business Management, Hospitality, Healthcare Administration

Job description

MedStar Health in Baltimore is seeking a Patient Advocate to investigate and resolve patient complaints and grievances in partnership with staff and hospital leadership, ensuring a positive patient experience and regulatory compliance.

You will maintain a tracking database, analyze trends, prepare reports for leadership, and participate in quality improvement initiatives. Strong communication, problem solving, and service recovery are essential.