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

Baptist Health; Miami (FL); Vor Ort; USD 26.000 - 34.000; Vollzeit

Zusammenfassung

Baptist Health in Florida seeks a patient relations advocate to build trust with patients and families, resolve concerns, and coordinate with clinicians and leadership. The role emphasizes empathy, confidentiality, and strong communication across departments to improve the patient experience.

Responsibilities include documenting interactions, advocating for patients, and ensuring timely resolution. Must be self-directed with problem-solving skills; bilingual English/Spanish preferred.

Qualifikationen

• High school diploma or equivalent required.
• Excellent interpersonal and communication skills.
• Bilingual English/Spanish preferred.
• Ability to extract data and identify patterns.
• Self-directed with strong problem-solving ability.
• Conflict management and customer service oriented.

Aufgaben

• Build trusting relationships with patient and families.
• Manage compliments, complaints and concerns.
• Serve as a facilitator between patient, staff, and physicians.
• Collaborate with stakeholders to resolve issues promptly.
• Act as process-improvement link from investigations.
• Advocate for patients and families with empathy.
• Document accurately and in detail.
• Investigate issues and provide feedback to leadership.
• Keep patients/families informed throughout the process.
• Maintain confidentiality and professional demeanor.
• Navigate between departments and divisions effectively.
• Communicate with all levels of the organization clearly.
• Demonstrate independent critical thinking and judgment.

Kenntnisse

Patient relations

Conflict management

Problem solving

Data analysis

Communication

Team collaboration

Computer skills

Bilingual English/Spanish

Ausbildung

High School Diploma

Jobbeschreibung

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 our 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 Diploma, Certificate of Completion, GED, or equivalent training/experience.

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