Patient Experience Advocate

The CORE Institute; King of Prussia (PA); On-site; USD 48,000 - 64,000; Full time

Job summary

Premier Orthopaedics, in partnership with Philadelphia Hand to Shoulder, seeks a Patient Advocate to manage the patient complaint and grievance process from receipt through final resolution. You will be the primary voice for patients, ensuring timely, professional, and compassionate communication while coordinating investigations with physicians and leadership.

The role requires 3+ years in healthcare/patient relations, strong investigative and communication skills, and collaboration across

Qualifications

• Minimum of three (3) years of experience in healthcare, patient relations, physician practice operations, or healthcare administration.
• Experience investigating and resolving patient complaints or grievances preferred.
• Experience working in a multi-site physician practice or outpatient healthcare setting preferred.
• Experience collaborating with physicians and multidisciplinary healthcare teams preferred.

Responsibilities

• Serve as the primary contact for patient complaints, grievances, concerns, and service recovery matters.
• Collaborate with Compliance and Risk Management to identify, elevate, and report patient concerns, grievances, and potential compliance or patient safety issues.
• Own the patient complaint and grievance process from receipt through final resolution.
• Receives, reviews, documents, and summarizes patient complaints for leadership review.
• Drafts written determination and resolution letters communicating investigation findings and outcomes to patients.
• Maintains accurate documentation of all complaints, investigations, correspondence, and resolutions in designated tracking system.
• Monitors complaint trends and prepares recurring reports for leadership to identify opportunities for operational improvement.

Skills

Communication

Customer service

Conflict resolution

Investigations

Documentation

Organization

Time management

Problem solving

Collaboration

Professionalism

Education

Bachelor's degree (Healthcare Administration, Nursing, Business Administration, Communications, Public Health, or related)

Tools

EMR systems

Microsoft Office

Job description

Premier Orthopaedics, in partnership with Philadelphia Hand to Shoulder, seeks a Patient Advocate to manage the patient complaint and grievance process from receipt through final resolution. You will be the primary voice for patients, ensuring timely, professional, and compassionate communication while coordinating investigations with physicians and leadership.

The role requires 3+ years in healthcare/patient relations, strong investigative and communication skills, and collaboration across