Patient Experience Advocate

Penn Medicine; Lancaster (Lancaster County); On-site; USD 45,000 - 65,000; Full time

Job summary

Penn Medicine is seeking a Patient Experience Coordinator to voice patient concerns, resolve feedback, and coordinate service referrals. This role partners with clinical and non-clinical teams to drive patient-centered initiatives and ensure timely responses in line with CMS and regulatory standards.

Dedicated to elevating patient experience, the coordinator collects and analyzes feedback data, recommends improvements, and supports language and accessibility services to enhance care delivery

Qualifications

• Bachelor of Arts or Science (Required).
• Master of Arts or Science are preferred.
• Equivalent experience: 1+ year in direct patient care, healthcare or consumer relations.

Responsibilities

• Coordinates, investigates and responds to all patient feedback in accordance with regulatory requirements.
• Collects, trends, analyzes and disseminates data related to patient experience and satisfaction.
• Makes recommendations for improvement to leadership that may drive operational changes.
• Partners with clinical and non-clinical staff to drive improvement initiatives based on feedback.
• Participates in the organization’s Risk Management Program by documenting obstacles and proposing changes.
• Maintains the grievance mechanism and monitors the effect of corrective actions.
• Provides advocacy and education to consumers regarding patient rights and responsibilities.
• Educates employees about patients' rights, directives, and how to handle difficult situations.
• Acts as a central information source for hospital services, policies and procedures.
• Makes referrals to hospital and community resources.
• Provides notary services for patients and families.
• Assists with interpreters services coordination to meet accessibility standards.
• Performs duties 24/7/365 to support hospital operations.

Education

BA/BS required

MA/MS

Equivalent experience

Job description

Penn Medicine is seeking a Patient Experience Coordinator to voice patient concerns, resolve feedback, and coordinate service referrals. This role partners with clinical and non-clinical teams to drive patient-centered initiatives and ensure timely responses in line with CMS and regulatory standards.

Dedicated to elevating patient experience, the coordinator collects and analyzes feedback data, recommends improvements, and supports language and accessibility services to enhance care delivery