Patient Experience Advocate & Grievance Specialist

Northwestern Memorial Hospital; Chicago (IL); On-site; USD 37,567 - 46,962; Full time

Benefits offered by this job

Tuition Reimbursement

Student Loan Repayment

Professional Development

Well‑Being Fund

401(k) matching

Excellent medical, dental and vision

Life insurance

Salary increases and Incentive bonuses

Paid time off and holidays

Job summary

Northwestern Memorial Hospital is seeking a Patient Relations Liaison to advocate for patients and families, investigate grievances, and coordinate with Risk Management and leadership to translate feedback into improvements. The role requires a Bachelor’s degree or equivalent healthcare experience, at least 3 years in patient relations, and a strong ability to de-escalate in high-stress situations.

Schedule is Sunday–Tuesday, 8:30 am–5:00 pm, totaling 24 hours per week, with a comprehensive

Qualifications

• Bachelor degree or 4 years of customer service/healthcare experience required.
• Minimum 3 years of experience in patient relations with proven success in conflict resolution.

Responsibilities

• Collect, review, document, and monitor patient feedback related to care, processes, systems, and staff.
• Investigate and respond to de-escalate and manage grievances, potential claims, and allegations against NMH and NMG staff.
• Maintain thorough and timely documentation.
• Communicate verbally and in writing with patients throughout investigations.
• Collaborate with Risk Management, Claims, Billing, and leadership to resolve grievances promptly.
• Serve as a hospital-wide resource for difficult communication and care issues, demonstrating expertise in crucial conversations.
• Work effectively in high-stress environments, using interpersonal skills to de-escalate issues with unusual or critical circumstances.
• Remain calm and in control of emotions when faced with unsolicited provocation.
• Recommend necessary changes to policies, procedures, and services identified through investigations.
• Facilitate education and assistance to patients and staff regarding patients’ rights to ensure compliance.
• Act as the primary communicator between patients and NMH/NMG leadership during the investigation, resolution, and recovery process.

Skills

Customer service

Conflict resolution

Communication skills

Education

Bachelor's degree or 4 years customer service/healthcare experience

Job description

Northwestern Memorial Hospital is seeking a Patient Relations Liaison to advocate for patients and families, investigate grievances, and coordinate with Risk Management and leadership to translate feedback into improvements. The role requires a Bachelor’s degree or equivalent healthcare experience, at least 3 years in patient relations, and a strong ability to de-escalate in high-stress situations.

Schedule is Sunday–Tuesday, 8:30 am–5:00 pm, totaling 24 hours per week, with a comprehensive