Patient Experience Advocate & Service Recovery Specialist

Connecticut Children's Medical Center; Connecticut; On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Hospital paid life and disability

Paid time off and leave programs

Education and training assistance

Retirement savings plan with hospital

Employee assistance program

Job summary

Connecticut Children’s is seeking a Patient Representative to support the Patient & Family Experience. The role acts as a liaison among patients, hospital staff, medical practices and the community to ensure the highest standard of care and service excellence.

Under supervision, you will investigate complaints, facilitate resolution, track data and provide timely responses while upholding patient rights and cultural sensitivity. Bilingual English/Spanish is preferred.

Qualifications

• Bachelor’s degree in business, human services and/or public relations preferred; or equivalent directly related work experiences.
• Minimum 2-4 years of directly related experience in a healthcare setting.
• Bilingual in English and Spanish, preferred.

Responsibilities

• Collaborates with Connecticut Children’s team members and providers to make patients/families aware of patient complaint management process.
• Receives and triages patient/family complaints/grievances and ensures timely response.
• Maintains complaint-tracking database and generates reports identifying trends.
• Supports service recovery and education for patients, families and staff.

Skills

Interpersonal skills

Communication

Conflict resolution

Organizational skills

Education

Bachelor’s degree in business/public relations

Tools

Microsoft Word

Excel

Job description

Connecticut Children’s is seeking a Patient Representative to support the Patient & Family Experience. The role acts as a liaison among patients, hospital staff, medical practices and the community to ensure the highest standard of care and service excellence.

Under supervision, you will investigate complaints, facilitate resolution, track data and provide timely responses while upholding patient rights and cultural sensitivity. Bilingual English/Spanish is preferred.