Patient Experience Advocate

Yale NewHaven Health; New Haven (CT); On-site; USD 65,000 - 95,000; Full time

Job summary

Yale-New Haven Hospital seeks a Patient Relations Specialist to advocate for patients and families, resolve complaints, and coordinate with hospital leadership to promote service excellence. The role emphasizes CMS guidelines, patient rights, and cross-functional collaboration.

The ideal candidate will have a Bachelor’s degree in a related field and at least three years in patient advocacy or a similar setting, with strong communication and problem-solving skills.

Qualifications

• Bachelor's degree in a related field is required; master's preferred.
• Minimum of 3 years of experience in patient advocacy, conflict resolution, or customer service in a healthcare setting.
• Excellent interpersonal and communication skills; ability to negotiate and build consensus.
• Proficiency with Microsoft Word, Excel, Access, and PowerPoint; capable of data reporting.

Responsibilities

• Interprets patient rights for patients, families, and staff.
• Responds to, researches, and resolves complaints and grievances following CMS guidelines.
• Communicates hospital philosophy, policies, procedures, and services to patients and families with timely documentation.
• Works with diverse patient and staff populations and responds to patient and staff calls for assistance.
• Maintains patient complaint and grievance files and tracks resolution progress.

Skills

Interpersonal skills

Communication skills

Consensus-building

Diffuse charged situations

Negotiation

Independence & teamwork

Tech literacy

MS Office

Statistical interpretation

Education

Bachelor's degree required

Master's degree preferred

Tools

Word

Excel

Access

PowerPoint

Job description

Yale-New Haven Hospital seeks a Patient Relations Specialist to advocate for patients and families, resolve complaints, and coordinate with hospital leadership to promote service excellence. The role emphasizes CMS guidelines, patient rights, and cross-functional collaboration.

The ideal candidate will have a Bachelor’s degree in a related field and at least three years in patient advocacy or a similar setting, with strong communication and problem-solving skills.