Patient Experience Advocate

Brigham and Women's Hospital, Inc.; Boston (MA); On-site; USD 28,000 - 41,000; Full time

Job summary

Brigham and Women's Hospital, Inc. is seeking a Patient Experience Liaison to serve as a bridge between patients, families, and hospital staff, ensuring clear communication and timely resolution of concerns.

The role focuses on educating patients about policies, tracking interactions, and collaborating with the patient experience team to identify trends and improve care experiences. Strong empathy and coordination skills are essential.

Qualifications

• Bachelor's degree in healthcare administration, social work, or related field.
• 2-3 years of healthcare experience, preferably in patient relations or customer service.
• 1-2 years in a hospital environment preferred.

Responsibilities

• Acts as the primary point of contact for patients and families regarding concerns, complaints, and feedback about hospital services.
• Facilitates communication between patients, families, and healthcare providers to ensure clear understanding and resolution of concerns.
• Investigates and addresses patient and family complaints, working closely with hospital staff to find appropriate solutions.
• Educates patients and families about hospital policies, procedures, and available resources to support their care experience.
• Documents and tracks patient and family interactions, ensuring timely follow-up and resolution of issues.
• Collaborates with the patient experience team to identify trends and implement improvements in patient care and services.
• Provides emotional support to patients and families during difficult situations, ensuring their concerns are acknowledged and addressed.
• Assists in coordinating meetings between patients, families, and healthcare teams to discuss care plans and address concerns.
• Promotes a positive hospital environment by advocating for patient and family needs and ensuring their voices are heard.

Skills

Interpersonal communication

Empathy

Conflict resolution

Team collaboration

Education

Bachelor's Degree Healthcare Administration

Bachelor's Degree Social Work

Bachelor's Degree Related Field

Tools

Healthcare management software

Job description

Brigham and Women's Hospital, Inc. is seeking a Patient Experience Liaison to serve as a bridge between patients, families, and hospital staff, ensuring clear communication and timely resolution of concerns.

The role focuses on educating patients about policies, tracking interactions, and collaborating with the patient experience team to identify trends and improve care experiences. Strong empathy and coordination skills are essential.