Patient Experience & Grievance Advocate

Carilion Medical Center; Roanoke (VA); On-site; USD 38,000 - 52,000; Full time

Job summary

Carilion Clinic is seeking a Patient Advocate to provide frontline management of complaints and grievances from patients, families and visitors. You will investigate, document, and determine the appropriate disposition, escalating when needed, while coordinating with staff and risk management teams.

You will play a key role in educating staff about patient advocacy, supporting service recovery initiatives, and helping patients navigate the healthcare system across clinical sites.

Qualifications

• Education: High school diploma or GED required.
• Experience: 1 year in patient care or customer service; 5 years in Service Recovery or Dispute Resolution, 3,000 hours, or 50 percent of full-time duties.

Responsibilities

• Handles frontline intake, investigation, and resolution or escalation of patient, family, and visitor complaints.
• Acts as liaison between staff and patients/families and coordinates with Clinical Risk teams.
• Maintains thorough documentation of issues, actions taken, and outcomes for compliance review.
• Educates staff about the Department of Patient Advocacy and supports service recovery efforts.
• Collaborates with healthcare teams and regulatory bodies to help patients navigate care.

Skills

Communication skills

De-escalation

Conflict resolution

Documentation

Liaison

Investigation

Education

Staff collaboration

Education

High school diploma or GED

Tools

Rounding tool

Job description

Carilion Clinic is seeking a Patient Advocate to provide frontline management of complaints and grievances from patients, families and visitors. You will investigate, document, and determine the appropriate disposition, escalating when needed, while coordinating with staff and risk management teams.

You will play a key role in educating staff about patient advocacy, supporting service recovery initiatives, and helping patients navigate the healthcare system across clinical sites.