Patient Advocate

The Patient Experience Advocate partners with the leadership team to develop and ensure the effective and consistent implementation of customer service strategies across the account. This individual works closely with the Patient Experience Manager, leadership, the hospital-based patient experience team, and employees to analyze patient experience results and identify, prioritize, plan, implement, and oversee improvement efforts. 

Pay: $21.00/hr

The pay listed is the hourly rate for this position.   A specific offer will vary based on the applicant’s experience, skills, abilities, geographic location, and alignment with market data. 

Essential Duties 

Contacts patients upon admission, and as needed, to ensure the patient is receiving services as requested; to identify additional needs and services, and ensure delivery of quality services.

Initiates rounding on all patients and prioritizes focused revisits to improve the patient experience.
Advocate to resolve patient issues.

Ensure industry standards are met, and satisfaction scores are on target. Actively connects with the patient at the bedside and serves as a liaison to connect the patient's voice, expectations, and perspective with the Environmental Services team.

Ensures effective communication with patient and family regarding expectations and services provided.
Oversees service recovery initiatives; coordinates with all hospital departments to identify and resolve service related issues.

Consults with leaders in the development of strategies to improve patient satisfaction; identifies best practices and opportunities for improvement and works collaboratively with leaders and staff.

Tracks and trends patient/visitor service concerns. Identifies system/process related problems via patient/visitor data and works collaboratively with the Environmental Services leadership and staff to resolve.

Provides feedback and coaching to the Environmental Services team in delivering high touch, service-oriented interactions at every encounter with patients, visitors, and family.

Benefits: ABM offers a comprehensive benefits package.  For information about ABM’s benefits, visit ABM 2025 Employee Benefits | Staff & Management

401(k) – You become eligible to make personal contributions beginning the first of the month following 30 days of employment. You become eligible for the ABM match beginning the first of the month following six months of employment. ABM matches your pre-tax and/or Roth contributions, dollar for dollar, for the first 3%. For the next 2%, ABM contributes $0.50 for each dollar you contribute. Your contributions and match are immediately vested.