Patient Advocate Patient Experience

Overview

At Augusta Health your work matters and so do you. Whether youre delivering direct patient care supporting operations or innovating behind the scenes every role contributes to our mission of promoting wellness and healing through compassionate service. We offer more than just a job we offer a purpose-driven career in a nationally recognized independent health system located in Virginias scenic Shenandoah Valley.

Learn more about career opportunities on our Careers Page.

Our team members thrive in a supportive culture that values collaboration integrity and excellence. With opportunities across clinical and non-clinical areas Augusta Health is a place where your skills make a difference and your growth is a priority.

Why Join Augusta Health

We believe in taking care of the people who care for our community. Thats why Augusta Health offers a comprehensive and thoughtfully designed benefits package that supports your well-being career development and work-life balance. Whether youre launching your career or bringing in years of experience we provide the tools resources and encouragement to help empower you to reach your full potential personally professionally and financially.

Explore our Benefits current Hiring Incentives and our Taking Care of Us initiative which embraces Belonging Respect Inclusion Diversity Growth and Equity (B.R.I.D.G.E.) to see how we invest in our team members and culture.

Total Rewards & Benefits (may vary by position)

• Comprehensive insurance package including medical dental and vision coverage
• Retirement savings plans and financial wellness support programs
• Generous paid time off and flexible scheduling to promote work-life balance
• Career development programs including clinical ladders shared governance and advancement opportunities
• Personalized onboarding with dedicated preceptors and ongoing educational support
• Tuition reimbursement and access to onsite childcare
• Free onsite parking 24/7-armed security for your safety a Health Fitness Reimbursement Program and an onsite credit union and pharmacy
• Competitive pay with shift/weekend differentials
• Employee discounts at the cafeteria gift shop pharmacy and local entertainment venues (i.e. movie tickets)

Full details are available on our Benefits Page.

Job Summary

Under direction and supervision of the Director of Patient Experience the Patient Advocate assists in the daily ongoing activities of the organizations patient advocacy safety program. Individual must be knowledgeable and competent with hospital accreditation standards legal and other accrediting and/or regulatory agency standards as they pertain to patient rights risk management and patient safety. Works as a team member with Department Directors Clinical Nurse Managers and other health care professionals.

This position plays a critical role in supporting Augusta Healths mission and advancing departmental goals through measurable performance indicators and service excellence. This position contributes to a collaborative patient-centered environment and helps drive outcomes aligned with organizational priorities.

Essential Job Duties

• Manage the organizations patient complaint/concern program by responding to patients complaint/concerns in accordance with Augusta Health policies and procedures.
• Assign follow-up to Department Directors/Designee co-investigate and provide coordination on resolution/closure of grievances/complaints/concerns filed by patients etc.
• Provide and analyze regular trending reports by department/location as well as type of concern for patient complaints and concerns to identify patterns or trends for improvement.
• Complete other duties as assigned by Director.
• Supports the mission vision values and strategic goals of Augusta Health.
• Complies with the Augusta Health Standards of Conduct and all policies procedures and regulations.
• Performs a variety of related duties as assigned.
• Meets all annual training health and safety requirements.
• Demonstrates regular reliable and dependable attendance.
• As needed may be required to work:
  
  • on weekdays weekends evenings and/or night shifts.
  • on holidays or additional shifts.
  • during disaster situations i.e. before during or after a disaster or inclement weather (e.g. hurricane flood snowstorm etc.).
  • additional hours after scheduled workday or shift based on operational needs.

Required Qualifications

• Education: High School Diploma or equivalent
• Licensure/Certification: None
• Experience: Minimum 5 years healthcare experience with experience dealing directly with patient (client) concerns/complaints
• Drivers License: N/A
• Eligibility to work in the United States and meet Virginia state employment requirements

Preferred Qualifications

• Education: None
• Licensure/Certification: None
• Experience: None
• Prior experience in a hospital healthcare system or related service-oriented environment
• Familiarity with Augusta Healths systems workflows or organizational culture is a plus

Competencies Knowledge Skills and Abilities

• Individual must be knowledgeable and competent with Joint Commission legal and other accrediting and/or regulatory agency standards as they pertain to patient rights risk management and patient safety.
• Works as a team member with department directors clinical coordinators and other healthcare professionals.

About Augusta Health

Augusta Health is an independent nonprofit mission-driven health system located in Fishersville Virginia in the heart of the Shenandoah Valley. We offer a full continuum of inpatient and outpatient services including Augusta Medical Centera 255-bed facilityand Augusta Medical Group which operates 40 practice locations and four urgent care centers. Our commitment to excellence innovation and compassionate care makes Augusta Health a leading employer and healthcare provider in the region.

Discover more about our history values and community impact on our About Us Page.

Equal Opportunity Statement

Augusta Health recruits hires and promotes qualified candidates for employment without regard to age color disability gender identity or expression marital status national or ethnic origin political affiliation race religion sex (including pregnancy) sexual orientation veteran or military discharge status and family medical or genetic information.

We are committed to fostering a diverse and inclusive workplace in accordance with federal and Virginia state employment laws.