Patient Experience Advocate & Resolution Specialist

Sarasota Memorial Health Care System; Sarasota (FL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid Time Off

Tuition Reimbursement

Discounted Medical Plans

Flexible Spending Accounts

Life Insurance

Retirement Savings Plan 403b

Free Parking

On Campus Dining discount

Employee Discount Programs

Bonuses offered

Job summary

Sarasota Memorial Health Care System seeks a Patient Advocate/Concierge to coordinate patient and family advocacy services, acting as primary contact for compliments, complaints, and grievances across the health system.

The role requires independent judgment on complex cases, intake and documentation of grievances, and escalation to leadership. Strong communication and de-escalation skills are essential in a fast-paced healthcare setting.

Qualifications

• Require an associate degree in a relevant field; bachelor’s preferred.
• Minimum of two years of customer service experience in a strong customer interaction environment.
• Experience in crisis management and/or conflict resolution in a healthcare setting is preferred.

Responsibilities

• Coordinate patient and family advocacy services; serve as primary contact for compliments, complaints, and grievances.
• Intake, documentation, triage, and tracking of patient grievances per regulatory requirements.
• Liaise with Legal Counsel, Risk Management, Patient Safety and clinical leadership for escalation and resolution.
• Provide advanced service recovery, real-time de-escalation, and follow-up communication among stakeholders.

Skills

Customer service

Crisis management

Conflict resolution

Healthcare setting

Education

Associate degree

Bachelor’s degree preferred

Job description

Sarasota Memorial Health Care System seeks a Patient Advocate/Concierge to coordinate patient and family advocacy services, acting as primary contact for compliments, complaints, and grievances across the health system.

The role requires independent judgment on complex cases, intake and documentation of grievances, and escalation to leadership. Strong communication and de-escalation skills are essential in a fast-paced healthcare setting.