Patient Experience Advocate, Patient Experience, FT, 8:30A-5P

Baptist Health; Coral Gables (FL); On-site; USD 27,000 - 34,000; Full time

Benefits offered by this job

Tuition reimbursement

Health resources

Wellness program

Career growth

Job summary

Baptist Health in Florida is seeking a Patient Relations Specialist to build trusting relationships with patients and families, addressing compliments, concerns, and complaints with empathy and professionalism.

You will act as a liaison among patients, administration, staff, and physicians; investigate issues, document findings, and drive timely resolutions while protecting confidentiality. Bilingual English/Spanish is preferred; prior experience in patient services is desired.

Qualifications

• Excellent interpersonal and communication skills.
• Bilingual English/Spanish preferred.
• Fully proficient in computer applications used in day-to-day functions.
• Ability to extract data and discover patterns in data sets.

Responsibilities

• Build trusting relationships with patients and families.
• Manage patient/family compliments, complaints, and concerns.
• Serve as facilitator between patient/family, administration, staff, and physicians.
• Collaborate with stakeholders to achieve appropriate resolutions.
• Provide advocacy and maintain patient confidentiality.
• Ensure accurate, detailed documentation and timely issue resolution.
• Communicate with all parties and keep patients informed.
• Navigate between departments and demonstrate independent judgment.

Skills

Interpersonal communication

Conflict management

Problem solving

Empathy

Data pattern analysis

Bilingual English/Spanish

Education

High School / GED / Cert

Job description

Baptist Health is the region's largest not-for-profit healthcare organization, with 12 hospitals, over 29,000 employees, 4,500 physicians and 200 outpatient centers, urgent care facilities and physician practices across Miami-Dade, Monroe, Broward and Palm Beach counties. With internationally renowned centers of excellence in cancer, cardiovascular care, orthopedics and sports medicine, and neurosciences, Baptist Health is supported by philanthropy and driven by its faith-based mission of medical excellence. For 26 years, we've been named one of Fortune's 100 Best Companies to Work For, and in the 2025-2026 U.S. News & World Report Best Hospital Rankings, Baptist Health was the most awarded healthcare system in South Florida, earning 63 high-performing honors.

What truly sets us apart is our people. At Baptist Health, we create personal connections with our colleagues that go beyond the workplace, and we form meaningful relationships with patients and their families that extend beyond delivering care. Many of us have walked in our patients' shoes ourselves and that shared experience fuels out commitment to compassion and quality. Our culture is rooted in purpose, and every team member plays a part in making a positive impact – because when it comes to caring for people, we're all in.

Benefits

At Baptist Health, we’re committed to supporting our employees at every stage of their journey, both personally and professionally. Our approach is rooted in a “grow our own” philosophy, designed to help our team members build meaningful, long-term careers with us, supported by benefits that make a real difference, including:

• Career growth and development opportunities, with clear pathways and ongoing support
• Comprehensive health and wellness resources that go beyond traditional benefits
• A wellness program that can help employees eliminate their medical plan deductible, reducing out-of-pocket healthcare costs
• Tuition reimbursement to support continued learning and advancement
• And so much more

Together, these benefits and others reflect our commitment to caring for our people, so they can build fulfilling careers with us while making a meaningful impact every day.

Description

Responsible for building trusting relationships with patient/families. Manages patient/family compliments, complaints & concerns. Is a facilitator between patient/family, administration, staff, and physicians. Responsible for the collaboration with stakeholders across the organization to work towards an appropriate resolution. Servers as a link for process improvement through investigation findings. Provides professional and empathetic advocacy for patients/families. Accountable for accurate/detailed documentation. Investigates, provides feedback to appropriate leadership and ensures complex issues are resolved within established time frames. Responsible for communicating with all parties involved keeping patients/families informed. Projects a positive and helpful demeanor while advocating on behalf of the patient. Responsible for maintaining patient/family confidentiality. Presents and communicates with all levels of the organization. Navigate seamlessly between departments and divisions. Requires a self-directed individual with the ability to exercise independent critical/strategic judgment & thinking, and master problem-solving skills. An exceptional communicator who maintains a professional, calm, and empathetic demeanor while constructively addressing concerns from internal or external customers. Estimated pay range for this position is $19.25 - $24.45 / hour depending on experience.

Qualifications

Degrees:

• High School,Cert,GED,Trn,Exper.

Additional Qualifications

• Must be self-directed with strong conflict-management and problem-solving skills.
• Requires a critical thinker who is able to work with minimal supervision.
• Professional demeanor, service, goal and detail-oriented, organized and compassionate.
• Excellent interpersonal and communication skills.
• Fully proficient in computer applications used in day-to-day functions.
• Ability to extract data and discover patterns in data sets.
• Preferred: Patient/Guest relations or social work background.
• Bilingual English/Spanish preferred.

Minimum Required Experience: 3 Years

EOE, including disability/vets