Patient Experience Representative

Location: Howard University Hospital – Washington, DC

Role Summary

The Patient Experience Representative serves as a visible and trusted resource for patients, families, and staff, ensuring that patient rights, concerns, and experiences are addressed with empathy, professionalism, and timeliness. This role acts as a liaison between patients, families, and hospital leadership to promote a positive and safe patient experience.

The Patient Experience Representative provides education, mediation, and resolution support related to patient rights, grievances, communication, and service recovery, while balancing patient needs with organizational policies, regulatory requirements, and operational priorities.

What You’ll Do

• Listen to and address patient and family concerns, complaints, and grievances in collaboration with service-line leaders in accordance with regulatory and accreditation requirements.
• Explain hospital policies and procedures tactfully, clarifying discrepancies between hospital processes and patient expectations.
• Anticipate patient and family needs by identifying trends and concerns before they escalate into complaints.
• Provide support and assistance to patients and family members from admission to discharge, collaborating with appropriate departments to resolve clinical complaints and risk management issues.
• Develop, implement, and evaluate education programs and resources for staff, students, patients, and families regarding Patient Rights and Grievance Management.
• Promote adherence to compliance standards, HIPAA requirements, and organizational codes of conduct.
• Perform additional duties as assigned consistent with the level and scope of the position.

Required Qualifications

Education

• High School diploma or GED required.
• Bachelor’s degree in Social or Behavioral Science, Public Relations, or related field preferred.

Experience

• Minimum two (2) years of healthcare experience, preferably in a hospital setting interacting with multiple departments.

Knowledge, Skills & Abilities

• Ability to establish and maintain collaborative working relationships with staff at all organizational levels.
• Strong conflict resolution, mediation, and communication skills.
• Knowledge of regulatory agencies including The Joint Commission, DC Department of Health, and CMS.
• Ability to exercise independent judgment in evaluating and resolving patient complaints.
• Experience working effectively with diverse and culturally varied populations.
• Spanish fluency preferred but not required.

About Howard University Hospital

With over 150 years of caring for our community and each other in the Washington, DC area, Howard University Hospital has a world-renowned reputation for high-quality, patient-centered care. As the nation’s only teaching hospital located on the campus of a Historically Black University, we provide a superior learning environment supported by groundbreaking research and positive patient outcomes.

We are committed to fostering a Just Culture that promotes accountability, learning, and safe systems of care.

What We Offer

• Competitive compensation
• Comprehensive health, dental, and vision benefits
• Retirement savings plans
• Paid time off and holidays
• Professional development and growth opportunities
• A mission-driven environment committed to service excellence and health equity

Pay + Schedule

Pay Grade: HA2-11

Hourly Range: $21.68 – $34.69

FLSA Status: Non-Exempt

Schedule: Primarily Day Shift (may require occasional evening support as needed)

Compliance Statements

Howard University Hospital promotes adherence to the Health Sciences Compliance Program, HIPAA Privacy policies, and the Howard University Code of Ethics.

Howard University Hospital is an Equal Opportunity Employer.