Patient Experience Advocate (Full-time, Variable) in ROCHESTER, New York at Rochester Regional Health

Summary:

The Patient Experience Advocate serves as a dedicated resource within the Emergency Department to enhance the patient and family experience through proactive rounding, service recovery, de-escalation, and real-time issue resolution. Working collaboratively with clinical and operational teams, the Advocate promotes patient-centered care, addresses concerns before they escalate, facilitates communication between patients, families, and staff, and supports initiatives aimed at improving patient satisfaction, engagement, and trust.

Job Title: Patient Experience Advocate

Department: Emergency

Location: 1425 Portland Avenue Rochester, NY 14621

Hours Per Week: 40 - Full-time

Schedule: Split with another advocate. Weekdays, weeknights & every other weekend

Responsibilities:

• Conduct proactive rounds throughout the Emergency Department to identify and address patient and family concerns in real time.
• Provide service recovery interventions for patients and families experiencing dissatisfaction, delays, communication concerns, or other barriers to a positive care experience.
• Utilize de-escalation techniques to manage challenging interactions and reduce conflict while maintaining a safe and respectful environment.
• Serve as a liaison between patients, families, physicians, nurses, and support staff to facilitate effective communication and resolution of concerns.
• Respond promptly to patient complaints, grievances, and requests for assistance, escalating issues as appropriate.
• Partner with Emergency Department leadership to identify trends, opportunities, and solutions to improve the patient experience.
• Assist patients and families in understanding care processes, wait times, hospital policies, and available resources.
• Collaborate with multidisciplinary teams to remove barriers to care and support seamless patient flow throughout the Emergency Department.
• Document patient interactions, service recovery efforts, and resolutions in accordance with organizational policies and regulatory requirements.
• Participate in patient experience initiatives, staff education, and quality improvement activities designed to enhance patient satisfaction and engagement.
• Support patients and families during stressful situations by providing emotional support, resources, and guidance when appropriate.
• Monitor patient feedback and communicate observations, concerns, and recommendations to departmental leadership.

Required Licensure/Certification Skills:

•Valid Driver’s License

•High School diploma or equivalent

Preferred Qualifications:
•Associate’s degree or equivalent
•Previous health care experience
•Strong computer and communication skills, with previous experience using Microsoft Excel
•Able to read, write, understand, and speak English comfortably

PHYSICAL REQUIREMENTS: S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

LICENSES/CERTIFICATIONS:

• NYS DL - valid New York State Driver's License - New York State Department of Motor Vehicles (NYSDMV)New York State Department of Motor Vehicles (NYSDMV)

PAY RANGE: $18.00 - $22.00

The listed base pay range is a good faith representation of current potential base pay for successful applicants. It may be modified in the future. Pay is determined by factors including experience, clinical licensure date, relevant qualifications, specialty, internal equity, location, and contracts.