Patient Experience Advocate

Parkland Health; Dallas (TX); On-site; USD 52,000 - 78,000; Full time

Job summary

Parkland Health is seeking a patient relations professional to serve as an institutional ambassador, soliciting and managing visitor and patient feedback and ensuring timely resolution of complaints, grievances, compliments, and suggestions.

You will lead investigations, draft responses, monitor CMS compliance, and collaborate with hospital leadership to drive service improvements and patient-centered care.

Qualifications

• Bachelor’s degree in health care, business, or related field, or completion within 24 months.
• Master’s degree in health care or related field preferred.
• Certified Patient Experience Professional (CPXP) designation is preferred.

Responsibilities

• In partnership with senior leaders, manages ownership of complaints and grievances from inception to resolution.
• Writes response letters to grievances in accordance with regulatory guidelines.
• Uses critical thinking to address patient feedback in line with procedures and regulatory guidelines.
• Serves as a consultant to health system staff on patient and visitor complaints requiring immediate attention.
• Maintains CMS compliance for management and closure of complaints and grievances.
• Supports a patient/customer focused culture as a role model and leader.
• Interprets patient complaint data for clinical partners and recommends service improvements.

Skills

Customer service

Communication skills

Analytical skills

Empathy

De-escalation

Confidentiality

Data analysis

Team leadership

Education

Bachelor's degree in health care or related field

Master's degree preferred in health care or related field

Job description

Parkland Health is seeking a patient relations professional to serve as an institutional ambassador, soliciting and managing visitor and patient feedback and ensuring timely resolution of complaints, grievances, compliments, and suggestions.

You will lead investigations, draft responses, monitor CMS compliance, and collaborate with hospital leadership to drive service improvements and patient-centered care.