Patient Engagement Advocate in Hilo, Hawaii at West Hawaii Community Health Center Inc

Make a Difference in the Patient Experience

Hawaiʻi Island Community Health Center is seeking a compassionate, customer-focused Patient Engagement Advocate to support our commitment to exceptional patient care. In this role, you will serve as a key resource for patients and families, helping to address concerns, improve satisfaction, and support a positive healthcare experience throughout our organization.

• Provide outstanding customer service to patients and their representatives by phone, email, online messaging, and in person.
• Receive, investigate, document, and help resolve patient complaints, concerns, and feedback.
• Collaborate with clinic staff and leadership to improve patient experiences and service quality.
• Analyze patient feedback and survey data to identify trends and opportunities for improvement.
• Maintain accurate records and documentation while ensuring HIPAA compliance and confidentiality.
• Utilize electronic medical records and other systems to support complaint resolution and reporting.
• Participate in ongoing training and quality improvement initiatives.

Required:

• High school diploma or GED.
• At least 2 years of customer service experience.
• At least 1 year of experience in customer relations, conflict resolution, patient support, or a related field.
• Strong communication, problem-solving, and organizational skills.
• Ability to manage difficult situations professionally and respectfully.

Preferred:

• Experience in healthcare or patient services.
• Degree in healthcare, business, psychology, or a related field.
• Experience with customer satisfaction, quality improvement, or leadership initiatives.
• Bilingual skills are a plus.

• A positive, patient-centered professional who enjoys helping others.
• Strong conflict resolution and communication skills.
• Ability to work independently and as part of a team.
• Detail-oriented with excellent documentation and reporting skills.
• Commitment to HICHC's mission, values, and culture of service.

Position Details

• Full-time, 40 hours per week
• Non-Exempt
• Department: Patient Experience
• Reports to: Patient Engagement Manager

Join HICHC and help create positive, meaningful experiences for the patients and communities we serve