Patient Experience Advocate & Grievance Liaison - Hybrid

CommonSpirit Health; Centennial (CO); Hybrid; USD 55,000 - 75,000; Full time

Job summary

CommonSpirit Health is seeking a Patient Representative to lead operational processes and improvement initiatives related to patients, families, and visitors who provide feedback or grievances across two or more hospital locations. You will ensure professional, proactive interactions throughout the grievance process and serve as the primary contact for complex situations.

Strong leadership, empathy, and a commitment to service excellence are essential as you manage multiple sites and drive

Qualifications

• Two (2) years related experience in healthcare, public relations, or hospitality industries.
• Friendly, empathetic, outgoing, optimistic, self-motivated, professional, and accessible to patients/families, physicians, staff, volunteers, and community.
• Detailed, efficient, flexible, and proactive.
• Exemplary written and verbal communication skills.
• Demonstrate exceptional analytical skills, critical thinking, and problem-solving abilities.
• Experience with healthcare regulatory environment.
• Ability to diffuse tense situation though careful listening and sensitive response.

Responsibilities

• Research, address, and resolve concerns and grievances from patients, families, and healthcare consumers across multiple hospital entities.
• Manage teams and ensure compliance with regulatory timelines and data collection requirements through detailed standardized documentation.
• Research, recommend, train, and deploy programs necessary to provide consistency in the grievance process across the system.
• Maintain strong, collaborative working relationships with Hospital Executives, Nursing Leaders, Quality Directors, Patient Safety Officers, and Risk Management.
• Intervene in crisis situations, negotiate resolutions between conflicted parties, and model a non-judgmental approach to empathetically advocating for patients and families.
• Partner with leadership to align grievance trends with patient experience initiatives, quality improvement efforts, and regulatory standards for patient rights.

Skills

Leadership

Communication skills

Analytical thinking

Problem solving

Regulatory knowledge

Empathy

Customer service

Education

Associate degree

Bachelor's degree

Patient Advocate Certification

Job description

CommonSpirit Health is seeking a Patient Representative to lead operational processes and improvement initiatives related to patients, families, and visitors who provide feedback or grievances across two or more hospital locations. You will ensure professional, proactive interactions throughout the grievance process and serve as the primary contact for complex situations.

Strong leadership, empathy, and a commitment to service excellence are essential as you manage multiple sites and drive