Patient Experience Advocate

BILH Performance Network; Beverly (MA); Hybrid; USD 36,000 - 50,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Patient Relations Specialist in Beverly, MA to advocate for patients, families, and visitors and to promote a positive care experience. You will investigate grievances, support service recovery, and analyze feedback trends while partnering with clinical leaders to enhance patient satisfaction.

Ideal candidates will have a Bachelor’s in a healthcare-related field, 3 years of healthcare or patient advocacy experience, and strong communication and

Qualifications

• Bachelor’s Degree in Behavioral Science, Healthcare, or related field.
• 3 years of healthcare, patient advocacy, or related experience.
• Strong customer service, communication, and conflict-resolution skills.
• Ability to handle difficult situations with professionalism, empathy, tact, and diplomacy.
• Strong analytical, organizational, and problem-solving abilities.
• Proficiency with Windows-based software.
• Ability to work independently and collaboratively.
• Knowledge of healthcare regulations and patient rights preferred.

Responsibilities

• Respond to and resolve patient, family, and visitor concerns.
• Investigate complaints and collaborate with staff, physicians, and leadership.
• Document grievances and ensure timely resolution.
• Prepare patient correspondence and reports.
• Analyze complaint trends and identify improvement opportunities.
• Conduct patient rounding and support service recovery efforts.
• Participate in customer service training and patient experience initiatives.

Education

Bachelor’s Degree in Behavioral Science / Healthcare

Tools

Windows-based software

Job description

Beth Israel Lahey Health is seeking a Patient Relations Specialist in Beverly, MA to advocate for patients, families, and visitors and to promote a positive care experience. You will investigate grievances, support service recovery, and analyze feedback trends while partnering with clinical leaders to enhance patient satisfaction.

Ideal candidates will have a Bachelor’s in a healthcare-related field, 3 years of healthcare or patient advocacy experience, and strong communication and