Patient Experience Advocate

Northwestern Medicine; Chicago (IL); On-site; USD 52,000 - 76,000; Part time

Job summary

Northwestern Medicine seeks a Patient Relations Liaison to advocate for patients, support family communication, and facilitate prompt investigation of grievances at NMH and NMG. This role serves as a conduit to Risk Management and Quality initiatives, representing Executive Administration during critical events and ensuring adherence to policies.

You will collect feedback, de-escalate conflicts, document thoroughly, and coordinate with Billing, Leadership, and Claims to resolve issues in a

Qualifications

• Bachelor's degree or 4 years of customer service/healthcare support experience.
• Minimum 3 years’ experience in Patient-Relations with conflict resolution.

Responsibilities

• Collects, reviews, documents and monitors reported feedback related to care, processes, systems and staff as voiced from the patient’s perspective.
• Investigates and responds to de-escalate and manage grievances, potential claims and allegations against NMH and NMG staff.
• Maintains thorough and timely documentation.
• Communicates with patients verbally and in writing throughout investigation.
• Collaborates with Risk Management, Claims, Billing, and leadership across the organization to resolve patient grievances in a timely manner.
• Serves as a hospital-wide resource to facilitate difficult communication and care issues; is an expert at crucial conversations.
• Works in high-stress environments; uses interpersonal skills to de-escalate issues with unusual, critical circumstances.
• Remains calm and in control of their own emotions in response to unsolicited provocation.
• Recommends necessary changes in policies, procedures, and services as identified through an investigative process.
• Facilitates education and assistance to patients and staff regarding Patients’ Rights for legislative and regulatory compliance.
• Serves as a primary communicator between the patient and NMH and NMG leadership during the investigation, resolution and recovery process.

Skills

Customer service

Conflict resolution

Communication

Education

Bachelor of Science

Bachelor of Arts

Bachelor's degree in nursing

Health Care Administration

Job description

Northwestern Medicine seeks a Patient Relations Liaison to advocate for patients, support family communication, and facilitate prompt investigation of grievances at NMH and NMG. This role serves as a conduit to Risk Management and Quality initiatives, representing Executive Administration during critical events and ensuring adherence to policies.

You will collect feedback, de-escalate conflicts, document thoroughly, and coordinate with Billing, Leadership, and Claims to resolve issues in a