Work where everymomentmattersEvery day almost Hartford HealthCare colleagues come to work with one thing in common Pride in what we do knowing every moment matters here We invite you to become part of Connecticutrsquos most comprehensive healthcare networkThe story of Hartford HealthCare is the story of transformation ndash from a handful of disconnected organizations a decade ago to a unified system with a shared value based culture of accountability and innovation The healthcare landscape has become highly competitive with new players and disruptive technology and we are working to expand and create our systemrsquos organizational leadership cultural and talent capabilities to ensure Hartford HealthCare will always be the first choice of the people we serveThe Patient Advocate is responsible for supporting customer and patient experience efforts in local and defined areas within Hartford HealthCare including for managing customer complaints and grievances within federal regulatory guidelines and within the organizationrsquos service standards and supporting employees in resolving customer concerns Responsibilities include but are not limited to the followingManagement of customer and patient concerns and complaintsReceive manage investigate as needed resolve and close customer concerns complaints and grievancesCollaborate with local leadership as needed to resolve and close customer concerns complaints and grievancesMay proactively round on patients with consideration to current areas of opportunity based on patient complaint dataImpartially investigate customer concerns acting as an advocate for the customer as appropriateAct as subject matter experts for regulatory and compliance elements of customer complaint managementEducate employees on HHC processes and policies regarding customer complaint management processesCoach employees through service recovery opportunitiesEnsure current familiarity with complaint data trends and reportsMay attend local leadership meetings to share customer complaint data and reportsWork where everymomentmattersEvery day almost Hartford HealthCare colleagues come to work with one thing in common Pride in what we do knowing every moment matters here We invite you to become part of Connecticutrsquos most comprehensive healthcare networkThe story of Hartford HealthCare is the story of transformation ndash from a handful of disconnected organizations a decade ago to a unified system with a shared value based culture of accountability and innovation The healthcare landscape has become highly competitive with new players and disruptive technology and we are working to expand and create our systemrsquos organizational leadership cultural and talent capabilities to ensure Hartford HealthCare will always be the first choice of the people we serveThe Patient Advocate is responsible for supporting customer and patient experience efforts in local and defined areas within Hartford HealthCare including for managing customer complaints and grievances within federal regulatory guidelines and within the organizationrsquos service standards and supporting employees in resolving customer concerns Responsibilities include but are not limited to the followingManagement of customer and patient concerns and complaintsReceive manage investigate as needed resolve and close customer concerns complaints and grievancesCollaborate with local leadership as needed to resolve and close customer concerns complaints and grievancesMay proactively round on patients with consideration to current areas of opportunity based on patient complaint dataImpartially investigate customer concerns acting as an advocate for the customer as appropriateAct as subject matter experts for regulatory and compliance elements of customer complaint managementEducate employees on HHC processes and policies regarding customer complaint management processesCoach employees through service recovery opportunitiesEnsure current familiarity with complaint data trends and reportsMay attend local leadership meetings to share customer complaint data and reportsEducationBachelorrsquos Degree in healthcare management nursing or business related area Minimum of yearsrsquo experience in healthcare can offset degree requirementQualificationsPrior patientcustomer experience preferredServes as a role model for exceptional customer serviceExcellent communication and complaint resolution skillsStrong conflict management interpersonal and negotiation skillsDevelop strong trusting relationships in order to lead through influenceAbility to coach and empower colleagues in service recoveryWe take great care of careersWith locations around the state Hartford HealthCare offers exciting opportunities for career development and growth Here you are part of an organization on the cutting edge ndash helping to bring new technologies breakthrough treatments and community education to countless men women and children We know that a thriving organization starts with thriving employees we provide a competitive benefits program designed to ensure worklife balance Every moment matters And this isyour momentEducationBachelorrsquos Degree in healthcare management nursing or business related area Minimum of yearsrsquo experience in healthcare can offset degree requirementQualificationsPrior patientcustomer experience preferredServes as a role model for exceptional customer serviceExcellent communication and complaint resolution skillsStrong conflict management interpersonal and negotiation skillsDevelop strong trusting relationships in order to lead through influenceAbility to coach and empower colleagues in service recoveryWe take great care of careersWith locations around the state Hartford HealthCare offers exciting opportunities for career development and growth Here you are part of an organization on the cutting edge ndash helping to bring new technologies breakthrough treatments and community education to countless men women and children We know that a thriving organization starts with thriving employees we provide a competitive benefits program designed to ensure worklife balance Every moment matters And this isyour moment