Patient Experience Advocate

Westchester Medical Center; Town of Mount Pleasant (NY); On-site; USD 70,000 - 95,000; Full time

Job summary

Westchester Medical Center seeks a Patient Advocate to act as liaison between patients, families, and ambulatory services, ensuring patient-centered care adheres to regulatory guidelines and the organization’s mission.

Under the Senior Director, Patient Advocacy, the role supports complaint handling, service facilitation, and patient rights education, fostering de-escalation and collaborative problem-solving across care teams.

Qualifications

• 6-8 years of experience in patient advocacy, patient experience or customer service.
• Bachelor’s degree in counseling, advocacy, or related healthcare discipline, or equivalent combination of experience and education.
• Superior customer-service and communication skills with emphasis on de-escalation.
• Conversant with evidence-based best-practice advocacy standards and HIPAA knowledge.
• Ability to establish and maintain effective working relationships with professionals and clinical staff.

Responsibilities

• Advocates for patient needs, including complaints, service facilitation, and language/special needs services.
• Handle calls to the Ambulatory Patient Experience Line and escalate as needed.
• Educate practice staff regarding patient advocacy to enhance the patient experience.
• Resolve patient complaints in a timely manner in collaboration with leadership.
• Track patient complaints and follow up to ensure resolution.
• Maintain proficiency with Patient Rights, HCAHPS, and regulatory requirements.

Job description

Westchester Medical Center seeks a Patient Advocate to act as liaison between patients, families, and ambulatory services, ensuring patient-centered care adheres to regulatory guidelines and the organization’s mission.

Under the Senior Director, Patient Advocacy, the role supports complaint handling, service facilitation, and patient rights education, fostering de-escalation and collaborative problem-solving across care teams.