Patient Representative

Patient Representative

Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation's largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 158 hospital-based locations, in addition to its home-based services and virtual care offerings.

The posted compensation range of $26.82 - $44.26 /hour is a reasonable estimate that extends from the lowest to the highest pay CommonSpirit in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. CommonSpirit may ultimately pay more or less than the posted range as permitted by law.

As our Patient Representative, you will lead, manage, and oversee operational processes and improvement initiatives related to patients, families, and visitors who provide feedback, express dissatisfaction, or file grievances. Your scope of responsibility is regional, spanning two or more hospital locations.

Every day, you will ensure that every interaction throughout the grievance process remains consistently professional, proactive, and personalized. You will serve as the primary point of contact, navigating complex situations to uphold high standards of patient care and communication.

To be successful in this role, you will need to demonstrate strong leadership skills and a commitment to service excellence. You must be capable of managing multiple facility sites while driving initiatives that transform patient feedback into meaningful operational improvements.

Research, address, and resolve concerns and grievances from patients, families, and healthcare consumers across multiple hospital entities.

Manage teams and ensure compliance with regulatory timelines and data collection requirements through detailed standardized documentation.

Research, recommend, train, and deploy programs necessary to provide consistency in the grievance process across the system.

Maintain strong, collaborative working relationships with Hospital Executives, Nursing Leaders, Quality Directors, Patient Safety Officers, and Risk Management.

Intervene in crisis situations, negotiate resolutions between conflicted parties, and model a non-judgmental approach to empathetically advocating for patients and families.

Partner with leadership to align grievance trends with patient experience initiatives, quality improvement efforts, and regulatory standards for patient rights.

Required:

• Two (2) years related experience in Healthcare, Public Relations, or Hospitality industries
• Friendly, empathetic, outgoing, optimistic, self-motivated, professional, and accessible to patients/families, physicians, staff, volunteers, and community
• Detailed, efficient, flexible, and proactive
• Exemplary written and verbal communication skills
• Demonstrate exceptional analytical skills, critical thinking, and problem-solving abilities
• Experience with healthcare regulatory environment
• Ability to diffuse tense situation though careful listening and sensitive response

Preferred:

• Associate Degree
• Bachelor's Degree
• Patient Advocate Certification