Patient Experience Advocate (FT, Day Shift)

FHLB Des Moines; Seattle (WA); On-site; USD 70,000 - 105,000; Full time

Job summary

Harborview Medical Center is seeking a Patient Relations Representative to serve as the primary liaison between patients, families and the healthcare team, ensuring a positive patient experience and upholding patient rights.

Responsibilities include addressing concerns, resolving grievances and compliments, educating patients on rights and hospital policies, documenting cases, supporting service recovery, and contributing to process improvements while preserving HIPAA compliance.

Qualifications

• Bachelor’s degree in healthcare administration, social work, communications, or a related field.
• Graduate degree preferred.
• Minimum of 1–3 years of experience in customer service, patient relations, healthcare administration, or a related field.
• Experience in a hospital or healthcare setting is preferred.
• Equivalent education and/or experience may substitute for minimum qualifications where legally required.

Responsibilities

• Act as the primary contact for patient and family concerns, grievances, and compliments.
• Provide timely and empathetic responses to patient inquiries and resolve concerns.
• Collaborate with healthcare providers, nursing staff, and administrators to resolve issues per regulatory guidelines.
• Educate patients on rights and hospital policies and procedures.
• Document and track patient complaints and resolutions per hospital policies and regulatory requirements.
• Assist in service recovery and align resolutions with hospital policies to enhance experience.
• Collaborate with leadership on quality and process-improvement initiatives for patient experience.
• Participate in training sessions to improve patient satisfaction and service excellence.
• Ensure compliance with HIPAA and patient confidentiality standards.

Skills

Conflict resolution

Critical thinking

Organizational skills

Communication skills

Microsoft Office

Electronic records

Education

Bachelor’s degree in healthcare administration, social work, communications, or a related field

Graduate degree preferred

Tools

Electronic record-keeping systems

Job description

Harborview Medical Center is seeking a Patient Relations Representative to serve as the primary liaison between patients, families and the healthcare team, ensuring a positive patient experience and upholding patient rights.

Responsibilities include addressing concerns, resolving grievances and compliments, educating patients on rights and hospital policies, documenting cases, supporting service recovery, and contributing to process improvements while preserving HIPAA compliance.