Patient Experience Advocate & Human Rights Liaison

UMass Memorial Health; Marlborough (MA); On-site; USD 62,000 - 112,000; Part time

Benefits offered by this job

Signing bonus eligibility

Job summary

UMass Memorial Health is seeking a Human Rights Officer-focused role within the Office of Patient Advocacy. The position involves liaising with care teams to pre-empt patient complaints and coordinating across departments to resolve issues while ensuring a high standard of patient care and respect.

Requires a Master’s degree in a healthcare-related field and MA LICSW licensure, plus 3+ years clinical hospital experience.

Qualifications

• Master’s degree in a healthcare-related field is required.
• Current MA LICSW licensure is required.
• Minimum of 3 years clinical experience in licensed field preferred.
• Experience in hospital setting preferred.
• Strong writing, communication, mediation and facilitation skills.

Responsibilities

• Serve as liaison between patients/visitors and the organization to address complaints.
• Collaborate with Legal, PR/Marketing, Risk, Regulatory Affairs to resolve issues.
• Investigate, document, and report patient/visitor concerns and compliments.
• Provide education to staff on best practices for handling patient complaints.
• Travel to cross-campus sites as needed.

Skills

Excellent writing skills

Excellent communication

Mediation

Facilitation

Oral presentation

Data collection & analysis

Interacting with all levels

Travel as required

Education

Master’s degree in Healthcare related field

LICSW licensure (Massachusetts)

Job description

UMass Memorial Health is seeking a Human Rights Officer-focused role within the Office of Patient Advocacy. The position involves liaising with care teams to pre-empt patient complaints and coordinating across departments to resolve issues while ensuring a high standard of patient care and respect.

Requires a Master’s degree in a healthcare-related field and MA LICSW licensure, plus 3+ years clinical hospital experience.