PATIENT ADVOCATE-QUALITY MANAGEMENT

You belong at Union!

Why Union?

Union Health is an award-winning integrated health system and the Wabash Valley's largest employer. Union Health is an independent and not-for-profit health system. Union Health consists of Union Hospital, Union Hospital Regional, Union Hospital Clinton, and Union Medical Group. Union Health offers a full spectrum of healthcare career opportunities across the continuum of care. The organizations that make up Union Health have a long tradition of serving the health care needs of West Central Indiana and East Central Illinois residents, stretching back more than 125 years.

Our Information Technology team plays a key role in delivering high-performing, reliable, and secure systems that enable excellent patient care across Union Health. The Patient Advocate – Quality Management is is a dedicated patient-centered role responsible for protecting patients’ rights, addressing concerns, and ensuring timely resolution of complaints and grievances in alignment with hospital policy and regulatory standards. You would ensure that patient issues are thoroughly investigated, documented, communicated appropriately, and resolved through collaboration with leadership and care teams, while promoting service recovery, patient satisfaction, and a culture of dignity, respect, and continuous quality improvement. This role reports to the System Director. Essential & valuable skills gained (in this unit or in this department):

• Advanced skills in patient advocacy, service recovery, and complaint/grievance resolution to support patient rights and satisfaction.

• Experience in investigation, documentation, and trend analysis using incident tracking systems to identify quality and risk improvement opportunities.

• Strong development of interpersonal communication and collaboration across multidisciplinary teams, including leadership, physicians, and risk management.

(Unit / Dept.) Successes and Designation

• Recognized for supporting a patient-first culture through timely resolution of complaints and effective service recovery interventions.

• Contributes to ongoing quality oversight and risk management efforts by identifying trends and reporting actionable insights to leadership.

• Plays a key role in maintaining compliance with Indiana State Department of Health standards and accrediting body requirements related to grievances and patient satisfaction.

(Unit / Dept.) Training & Onboarding Culture

• Supportive onboarding environment focused on developing expertise in patient rights, grievance processes, and hospital policy compliance.

• Hands-on training alongside Quality and Risk Management leaders to build confidence in investigation procedures, documentation standards, and regulatory requirements.

• Collaborative team culture that emphasizes professional communication, service excellence, and continuous learning to enhance patient experience and safety.

Essential Job Duties:

• Advocate for patients’ rights by receiving, investigating, and resolving complaints and grievances in accordance with hospital policy and regulatory standards.

• Document all events, actions, and outcomes accurately within the hospital incident tracking system while maintaining strict confidentiality.

• Serve as a liaison between patients, families, and healthcare teams to ensure timely communication, service recovery, and appropriate follow-up.

• Analyze complaint and grievance trends and report findings routinely through quality oversight and risk management committees.

• Collaborate with leadership, physicians, and interdisciplinary departments to address concerns, improve patient satisfaction, and support quality improvement initiatives

• Provide customer service education and resources to departments when opportunities for improvement are identified.

• Demonstrate behaviors consistent with Union Health’s mission, vision, and values, ensuring respectful and culturally competent interactions at all times.

Qualifications:

• Bachelor’s degree in healthcare administration, nursing, social work, public health, or a related field preferred.

• Previous experience in patient advocacy, quality management, risk management, customer service, or healthcare complaint resolution strongly preferred.

• Knowledge of grievance and complaint processes, patient rights, and applicable regulatory/accreditation standards (e.g., Indiana State Department of Health, Joint Commission).

Licenses / Certifications:

• Educational: Associates degree preferred, Behavioral Sciences or related field preferred.

• Experience: Some healthcare experience desired but is not required. Customer service experience required.

• Continuing education: Expected to maintain and increase own knowledge through both formal and informal education resulting in positive influence on the quality of care delivered at Union Hospital and promotion of a learning environment.

In addition to competitive pay, Union co-workers enjoy :

• Part-time and Full-time schedules

• Comprehensive Benefits

• Paid Time Off starting day one.

• Tuition reimbursement up to $5,250 each year.

• Career Paths

• Success Sharing

• 403b Retirement Employer Match.

• Much More!

Be part of an organization that is dedicated to your work-life balance, career, growth, and development. Union Health, U Matter and U Belong.

How can we help? Call us at View phone number on click.appcast.io or email us at View email address on click.appcast.io

Please note that the salary information provided on the career site for this position opening may not necessarily reflect the accurate compensation associated with the role. We encourage candidates to inquire further and engage in direct communication with Union Health for comprehensive salary details.

As an EOE/AA employer, Union Hospital, Inc. will not discriminate in its employment practices due to an applicant's age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status.