Patient Experience Advocate

Yale New Haven Health; New London (CT); On-site; USD 60,000 - 85,000; Full time

Job summary

Yale New Haven Health seeks a Patient Relations Specialist to advocate for patients and families, resolve grievances, and partner with clinical and administrative leaders to improve service quality.

The role requires strong communication, problem-solving, and collaboration skills, with experience in healthcare compliance and CMS guidelines. Excellent attention to detail and ability to manage sensitive issues is essential.

Qualifications

• Bachelor's degree required in a related field; experience in patient advocacy preferred.
• Minimum 3 years of experience in patient advocacy, conflict resolution, or customer service in healthcare.
• Strong written and verbal communication; ability to handle sensitive issues with minimal supervision.

Responsibilities

• Interpret patient rights for patients, families, and staff and ensure adherence to hospital philosophy.
• Respond to complaints and grievances following CMS guidelines and hospital policy.
• Communicate with nursing leadership to address patient/family issues requiring intervention.
• Investigate patient concerns, document responses, and escalate when needed.
• Collaborate with staff to implement service recovery initiatives and process improvements.
• Perform statistical interpretation of patient satisfaction data to guide actions.

Skills

Interpersonal skills

Negotiation

Conflict resolution

Communication

Problem solving

Education

Bachelor's degree in Human Services, Social Work, Nursing, Psychology, or a related field

Tools

Word

Excel

Access

PowerPoint

Job description

Yale New Haven Health seeks a Patient Relations Specialist to advocate for patients and families, resolve grievances, and partner with clinical and administrative leaders to improve service quality.

The role requires strong communication, problem-solving, and collaboration skills, with experience in healthcare compliance and CMS guidelines. Excellent attention to detail and ability to manage sensitive issues is essential.