Patient Experience Advocate

Nch Healthcare System Inc; Naples (FL); On-site; USD 42,000 - 60,000; Full time

Job summary

NCH Healthcare System Inc. is seeking a Patient Relations Representative in Naples, FL to support the Risk Management team and manage patient grievances. This role focuses on reviewing complaints, resolving issues, and guiding families through the patient experience within Florida regulations.

You will handle documentation, closure letters, staff education, and cross-department coordination to ensure timely, compliant resolutions and patient satisfaction.

Qualifications

• Bachelor’s Degree with 1 year customer service experience required or
• Associates with 4 years customer service experience or
• High School/GED with 7 years customer service experience.

Responsibilities

• Handle intake of patient complaints and foster service recovery.
• Document in the Grievance tracking system with findings and actions.
• Coordinate review and resolution in compliance with regulatory requirements.
• Write closure letters outlining findings and actions taken.
• Educate staff in communication, interpersonal skills, service recovery and complaint resolution.
• Assist with coordinating patient/family complaint processes as directed by leadership.
• Serve on committees related to patient grievances and experience.

Skills

Listening skills

Problem-solving

Communication

Compassionate

Education

Bachelor’s Degree with 1 year customer service

Associate Degree with 4 years customer service

High School/GED with 7 years customer service

Tools

Microsoft Word

Excel

Outlook

Job description

NCH Healthcare System Inc. is seeking a Patient Relations Representative in Naples, FL to support the Risk Management team and manage patient grievances. This role focuses on reviewing complaints, resolving issues, and guiding families through the patient experience within Florida regulations.

You will handle documentation, closure letters, staff education, and cross-department coordination to ensure timely, compliant resolutions and patient satisfaction.