Patient Experience Advocate

Parkland Health; Dallas (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Parkland Health is seeking a Patient Relations Advocate to solicit, receive, and manage feedback from visitors and patients, including complaints, grievances, compliments and suggestions. The role emphasizes empathetic, diplomatic communication and timely issue resolution in a fast-paced hospital setting.

Responsibilities include leading investigations, writing formal responses, ensuring CMS compliance, and partnering with senior leaders to drive improvements in patient experience across

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.
• Two years of experience in patient relations/advocacy or related field.
• CPXP designation preferred.

Responsibilities

• Manage ownership of complaints and grievances from inception to resolution.
• Lead investigations of complaints requiring analytical follow-up.
• Write response letters to grievances per regulatory guidelines.
• Provide consultation to staff on patient/visitor complaints requiring immediate attention.
• Monitor compliance with CMS regulatory requirements for complaints management.
• Support a patient/customer-focused culture and share data-driven insights with departments.

Skills

Customer service

Interpersonal skills

Complaint management

De-escalation

Empathy

Data analysis

Communication (oral & written)

Crisis intervention

Education

Bachelor's degree in health care, business or related field

Master's degree preferred

Tools

MS Office

Job description

Parkland Health is seeking a Patient Relations Advocate to solicit, receive, and manage feedback from visitors and patients, including complaints, grievances, compliments and suggestions. The role emphasizes empathetic, diplomatic communication and timely issue resolution in a fast-paced hospital setting.

Responsibilities include leading investigations, writing formal responses, ensuring CMS compliance, and partnering with senior leaders to drive improvements in patient experience across