POSITION SUMMARY

The Patient Advocate and Patient Experience Administrator collaborates with hospital leadership to enhance patient satisfaction and experience. This role involves overseeing patient advocacy efforts, managing patient feedback systems, ensuring compliance with regulatory requirements, and driving service excellence initiatives. The role also includes serving as the Press Ganey Administrator to effectively manage patient satisfaction data and reporting.

EDUCATION AND EXPERIENCE

• 3-5 years of experience in Patient Advocacy, Patient Experience, or a related field in healthcare.
• Strong background in process improvement and customer service within healthcare.
• Knowledge of patient satisfaction survey processes and regulatory requirements.
• Proven ability to create and implement strategies that lead to measurable outcomes.
• Excellent written and oral communication skills.
• Proficiency with relevant software and data analysis tools.
• Self-motivated, detail-oriented, and able to work well under pressure.
• Bachelor’s degree in healthcare administration, Nursing, Psychology, Hospitality, or a related field required. Master’s Degree preferred.

• Lead and implement patient satisfaction and service excellence programs to improve overall patient experience.
• Serve as the Press Ganey Administrator, overseeing survey data collection, analysis, and reporting to identify trends and areas for improvement.
• Manage patient complaints and grievances to ensure timely and effective resolution in compliance with organizational and regulatory standards.
• Develop and deliver educational and training programs for staff on customer service best practices and patient experience enhancement.
• Collaborate with leadership to identify and address barriers affecting patient satisfaction and service quality.
• Analyze patient feedback and data to develop actionable insights and improvement plans.
• Act as a liaison between patients and hospital staff to promote effective communication and address concerns promptly.
• Prepare and present regular reports on patient satisfaction metrics and outcomes to hospital leadership.
• Ensure compliance with DNV, CMS, and other licensing/accreditation body requirements related to patient advocacy and experience.
• Perform all other duties as assigned.