Patient Advocate

Quality Worcester, Massachusetts


Position at UMass Memorial Medical Center

Everyone Is a Caregiver.

At UMass Memorial Health Care, Everyone is a Caregiver regardless of title. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health care system of Central and Western Massachusetts, and a place where we can help you build the career you deserve. We are more than 14,000 employees, working together as one health care system. And everyone, in their own unique way, plays an important part, everyday.

Requisition #: 214579
Title: Patient Advocate
Department: Patient Advocacy 
Location: UMass Memorial Medical Center - University Campus 
Posting Date: June 2, 2021 
Shift: Days 
Status: Exempt
Hours: 40 hours 
Shift Length: 10 hours 

Position Summary: 

Serves as a liaison between our patients/visitors and the organization. Responsible for collaborating with stakeholders across the organization to work towards the prevention and remediation of patient/visitor complaints and doing so in a timely and empathetic manner. Collaborates throughout the organization to help build a culture committed to our vision of improving the patient experience, patient-centered care and a culture of respect.

Major Responsibilities: 

  • Maintains a close working relationship with clinical care teams across the organization to identify potential patient complaints before they arise
  • Proactively rounds on patients/visitors to ensure a successful patient experience
  • Liaison with patients/visitors to ensure care is consistent with expectations and facilitates resolution of inconsistencies
  • Coordinates efforts with all necessary areas of the organization (especially: Legal, Public Relations/Marketing/Communications, Risk Management, Regulatory Affairs, etc.) to resolve complaints, and address issues to prevent future complaints
  • Ensures suggestions and compliments from patients/visitors are submitted to the appropriate areas

Position Qualifications:



  • Bachelor’s degree in a Healthcare related field.
  • Master’s degree in a Healthcare related field.
  • Registered Nurses, Social Workers, or similar education.

  • Minimum of 5 years related healthcare experience.
  • Minimum of 3 years clinical experience within their licensed field.
  • Previous experience in a hospital setting.
  • Excellent writing skills to be used in documenting accurate case reports and in writing to patients on behalf of the institution.
  • Excellent communication, mediation and facilitation skills.
  • Excellent oral presentation skills to be used in speaking to staff at all levels regarding patient issues.
  • Demonstrated experience with data collection and analysis.
  • Demonstrated ability to handle appropriately: sensitive, confidential information.
  • Skillful in interacting with all levels of the institution, showing good judgment in mediating patient complaints.


  • Previous experience in an Academic healthcare setting. 
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. 


Standards of Respect: