Patient Experience Advocate

Community Hospital of Huntington Park; Huntington Park (CA); On-site; USD 52,000 - 78,000; Full time

Job summary

The Community Hospital of Huntington Park is seeking a Patient Relations Coordinator to advocate for patients and families, ensuring concerns are addressed promptly and empathetically. The role involves documenting complaints, coordinating with hospital departments, and providing clear information about services and rights to improve the patient experience.

You will work with clinical and non-clinical staff to resolve issues, maintain confidential records, and support service recovery

Qualifications

• Minimum of 1 year in healthcare patient experience/patient relations or patient-facing role with conflict resolution and service recovery.
• Knowledge of HCAHPS; Press Ganey is highly desired.
• Familiarity with HIPAA, medical terminology, insurance/billing, and EMR/EHR systems preferred.
• Demonstrates critical thinking, service excellence, interpersonal communication, and strong organizational skills.
• Ability to learn, synthesize, make judgments, work independently, and collaborate with leaders in healthcare.

Responsibilities

• Receive, document, and investigate patient and family complaints or concerns.
• Work with hospital departments to resolve issues and follow up with patients/families.
• Serve as a communication bridge between patients, families, and healthcare providers.
• Provide clear, accurate information about care, services, rights, and responsibilities.
• Implement service recovery strategies and escalate when needed.
• Maintain confidential records of patient interactions and resolutions.
• Prepare management reports identifying trends and improvement opportunities.
• Collaborate with staff to foster a patient-centered culture and participate in training.

Skills

Conflict resolution

Interpersonal communication

Critical thinking

Organizational skills

Customer service

Tools

EMR/EHR systems

Job description

The Community Hospital of Huntington Park is seeking a Patient Relations Coordinator to advocate for patients and families, ensuring concerns are addressed promptly and empathetically. The role involves documenting complaints, coordinating with hospital departments, and providing clear information about services and rights to improve the patient experience.

You will work with clinical and non-clinical staff to resolve issues, maintain confidential records, and support service recovery