Patient Experience Advocate

Brooke Glen Behavioral Hospital; Washington, Northern (Washington County, KY); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Brooke Glen Behavioral Hospital in Fort Washington, PA seeks a Patient Experience Liaison to proactively engage with patients and families, addressing concerns early to prevent escalation. The role ensures clear communication between patients, staff and leadership, and supports service recovery aligned with the hospital's mission.

The position involves analyzing patient experience data, collaborating with departments for timely follow-up, and contributing to patient relations initiatives.

Qualifications

• Strong communication and interpersonal skills to engage with patients and staff.
• Empathy and advocacy for patients' needs and concerns.
• Experience in healthcare or customer service environments.
• Proficiency in conflict resolution and problem-solving.
• Knowledge of patient care standards and healthcare regulations.
• Familiarity with electronic health records (EHR) systems is a plus.

Responsibilities

• Work directly with patients and families to learn what matters most during the hospital stay.
• Act as intermediary to Hospital Administration, investigate concerns and communicate issues.
• Analyze patient experience data to identify trends and improvement opportunities.
• Maintain accountability reporting tools and input grievances for tracking.
• Perform other duties as assigned by the Director of Social Services.

Skills

Communication skills

Interpersonal skills

Empathy

Conflict resolution

Healthcare regulations

Customer service

Education

High School Diploma or equivalent

Bachelor’s degree in psychology or related field preferred

Tools

EHR familiarity

Job description

Brooke Glen Behavioral Hospital in Fort Washington, PA seeks a Patient Experience Liaison to proactively engage with patients and families, addressing concerns early to prevent escalation. The role ensures clear communication between patients, staff and leadership, and supports service recovery aligned with the hospital's mission.

The position involves analyzing patient experience data, collaborating with departments for timely follow-up, and contributing to patient relations initiatives.