Patient Experience Advocate & Service Champion

Yale NewHaven Health; New London (CT); On-site; USD 65,000 - 90,000; Full time

Job summary

Yale-New Haven Health seeks a Patient Relations Specialist to resolve concerns, advocate for patients, and partner with clinical staff to improve service quality across units.

You will interpret patient rights, respond to complaints under CMS guidelines, and lead efforts in patient experience initiatives, including trend analysis and service recovery. Strong communication and collaboration with diverse teams are essential.

Qualifications

• Bachelor's degree in a related field required.
• Minimum 3 years in patient advocacy or healthcare customer service.
• Strong written and verbal communication; ability to handle sensitive issues.
• Experience in patient relations or clinical roles preferred.

Responsibilities

• Interprets patient rights and ensures understanding by staff and patients.
• Responds to complaints and grievances following CMS guidelines.
• Collaborates with unit leadership on process improvements.
• Analyzes patient satisfaction data and trends.
• Organizes family meetings and coordinates with care teams.
• Maintains complaint files and documents resolutions.

Skills

Interpersonal skills

Communication skills

Negotiation

Conflict resolution

Team collaboration

Education

Bachelor's degree

Master's degree preferred

Tools

Microsoft Word

Excel

Access

PowerPoint

Job description

Yale-New Haven Health seeks a Patient Relations Specialist to resolve concerns, advocate for patients, and partner with clinical staff to improve service quality across units.

You will interpret patient rights, respond to complaints under CMS guidelines, and lead efforts in patient experience initiatives, including trend analysis and service recovery. Strong communication and collaboration with diverse teams are essential.