Patient Experience Advocate

Yale New Haven Health Services Corp.; New London (CT); On-site; USD 55,000 - 75,000; Full time

Job summary

Yale-New Haven Health Services Corp. is seeking a Patient Relations Specialist to advocate for patients and families, resolve grievances, and collaborate on system improvements. You will interact with hospital staff and leadership to ensure timely and compassionate resolution of concerns.

The role requires strong communication, analytical skills, and the ability to handle sensitive issues while supporting patient-centered care across units.

Qualifications

• Bachelor's degree required in Human Services, Social Work, Nursing, Psychology, or related field.
• Master's degree preferred.
• Minimum of 3 years of experience in patient advocacy, conflict resolution, or customer service at a healthcare facility or related service industry.
• Experience in patient relations, nursing, or other clinical work preferred.
• Excellent interpersonal and communication skills; ability to handle sensitive issues with minimal supervision.
• Competency in technology to support patient complaint management and reporting (Word, Excel, Access, PowerPoint); strong analytical skills preferred.

Responsibilities

• Interprets patient rights for patients, families, and staff; ensures adherence by hospital staff and patients.
• Responds to, researches, and resolves complaints and grievances per CMS guidelines.
• Interprets hospital policies and provides timely written documentation and follow-up.
• Responds to patient and staff calls; available during the hospital workday.
• Collaborates with unit-based staff to implement service recovery initiatives.
• Performs statistical analysis of patient satisfaction data and supports corrective action.

Skills

Interpersonal skills

Communication

Negotiation

Conflict resolution

Independent work

Team collaboration

Education

Bachelor's degree

Master's degree

Tools

Word

Excel

Access

PowerPoint

Job description

Yale-New Haven Health Services Corp. is seeking a Patient Relations Specialist to advocate for patients and families, resolve grievances, and collaborate on system improvements. You will interact with hospital staff and leadership to ensure timely and compassionate resolution of concerns.

The role requires strong communication, analytical skills, and the ability to handle sensitive issues while supporting patient-centered care across units.