Patient Advocate

MedStar Health
United States, Maryland, Baltimore
May 30, 2025
General Summary of Position Ensures that all patients, families and guests receive the best customer service experience by eliminating conflicts, offering coaching, and creating a consistent welcoming experience across all our entry points. Works collaboratively from a leadership level with all functional units, departments and clinics to resolve patient complaints and grievances. Ensures department compliance with The Joint Commission guidelines. Primary Duties and Responsibilities Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations. Researches and analyses customer grievances and complaints; and composes appropriate verbal and written responses to resolve their concerns amicably. Escalates to Director of Risk management when needed. Addresses lost belongings complaints as well. Escalates concerns for claims or serious safety events to the Medical Director of Quality, Risk and Safety. Identifies areas for improvement and provides/presents detailed recommendation and proposed action plans to Quality and Risk leadership. Monitors patient relations changes efforts and evaluate metrics.Reviews concerns with patients and families in patient areas, including outpatient settings, inpatient rooms, and the ED. Follows up directly with patients to ensure that issues have been resolved to their satisfaction. Performs periodic auditing of complaints and grievances to ensure MFSMC and CMS guidelines compliancy. Participates in local entity patient experience team meetings and other action committees.* Participates in meetings and on committees and represents the department and hospital in community outreach efforts Participates in multi-disciplinary quality and service improvement teams. Performs other duties as assigned. Minimum Qualifications Education Bachelor's degree in Business Management, Hospitality, Healthcare Administration, required or another related field required Experience 1-2 years 2 years of progressively more responsible job-related experience, ideally in the areas of service excellence. Working knowledge of improvement processes. required Licenses and Certifications DL NUMBER - Driver License, Valid and in State (DRLIC) Valid driver's license in the State of Maryland. required Knowledge, Skills, and Abilities Verbal and written communication skills. Basic computer skills preferred. Fluency in Spanish a plus. This position has a hiring range of $23.19 - $40.61