Patient Experience Advocate

Beth Israel Lahey Health; Beverly (MA); On-site; USD 36,000 - 50,000; Full time

Job summary

Beverly Hospital, part of Beth Israel Lahey Health, invites applications for a Patient Relations Specialist in Service Excellence. You will advocate for patients, families, and visitors, addressing concerns and promoting a positive care experience.

Collaborating with clinical and operational leaders, you will investigate grievances, analyze feedback trends, and support patient satisfaction initiatives while upholding patient rights and professional standards.

Qualifications

• Bachelor’s degree in Behavioral Science, Healthcare, or related field (Associate’s Degree with relevant experience considered).
• 3 years of experience in healthcare, patient advocacy, or a related environment.
• Proficiency with Windows-based software.
• 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.

Skills

Customer service

Communication

Conflict resolution

Analytical

Organizational skills

Problem solving

Windows-based software

Independent & collaborative

Healthcare regulations

Education

Bachelor’s degree in Behavioral Science/Healthcare/related field

Associate’s degree with relevant experience considered

Job description

Beverly Hospital, part of Beth Israel Lahey Health, invites applications for a Patient Relations Specialist in Service Excellence. You will advocate for patients, families, and visitors, addressing concerns and promoting a positive care experience.

Collaborating with clinical and operational leaders, you will investigate grievances, analyze feedback trends, and support patient satisfaction initiatives while upholding patient rights and professional standards.