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Patient Experience Advocate
Abm Industries
Develop and implement customer service strategies to improve patient satisfaction and experience in a healthcare setting.
16d ago
$2,100
Expert & Leadership (13+ years), Experienced (8-12 years), Intermediate (4-7 years)
Full Time
New Haven, CT
Onsite
Company Size
117,000 Employees
Service Specialisms
Janitorial
Engineering
Parking
Electrical and lighting
Energy solutions
HVAC and mechanical
Landscape and turf
Mission critical solutions
Sector Specialisms
Industrial
Energy
Infrastructure
Buildings
Residential
Commercial
Water Resources
Heavy Civil
Role
What you would be doing
patient care
team support
service standards
process improvement
team coaching
patient communication
- Initiates rounding on all patients and prioritizes focused revisits to improve the patient experience.
- Must work in conjunction with staff in a supportive way to troubleshoot and resolve issues.
- 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.
- Oversees service recovery initiatives; coordinates with all hospital departments to identify and resolve service related 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.
- 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.
- Provides feedback and coaching to the Environmental Services team in delivering high touch, service-oriented interactions at every encounter with patients, visitors, and family.
- Advocate to resolve patient 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.
- Ensures effective communication with patient and family regarding expectations and services provided.
What you bring
patient confidentiality
customer service
windows systems
communication skills
conflict resolution
team player
- Ability to ensure the confidentiality and rights of patients and confidentiality of health system and departmental documents required.
- Must understand principle of first grade customer services and various approaches to application.
- Proficient in Windows-based operating software/systems.
- In lieu of Bachelor's Degree, High School/GED with 5+ years of relevant management/customer engagement experience is acceptable.
- Ability to communicate effectively both verbally and in written form with patients, physicians, administration, health system officials, other health system personnel and general public.
- Ability to work with minimal supervision.
- Knowledge of basic statistics and the ability to interpret graphical illustrations regarding patient experience data.
- Must be able to address difficult, awkward situations.
- Knowledge of word processing, spreadsheets, and other assorted business software.
- Possess strong customer service skills to interact with patients and visitors, hospital leadership and staff, and ABM leadership and staff.
- Bachelor’s Degree preferred
- Must be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplished goal.
- Experience in a service industry preferred (hospitality, restaurant, personal services, amusements and recreation, or healthcare).
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- company may conduct background checks as part of the hiring process.
People also searched
Company
Overview
1909 Founded
Year of Establishment
The company began operations as a window-cleaning service in San Francisco.
$8.4B Revenue
Annual Revenues
Reflects the company's global scale and integrated service model.
6B sq ft
Space Managed
The company services over 6 billion square feet of space daily.
27/30 Airports
Busiest U.S. Airports
The company manages operations at 27 of the 30 busiest U.S. airports.
- Evolved into a global facility-services powerhouse.
- Delivers integrated janitorial, engineering, parking, energy, HVAC, electrical, landscaping, and EV-charging services.
- Operating across major sectors, including aviation, education, healthcare, manufacturing, and commercial real estate.
- Typical projects span airports, hospitals, schools, data centers, stadiums, corporate campuses, and industrial facilities.
- A hallmark expansion strategy has consisted of strategic acquisitions—such as GCA Services Group in 2017 and Able Services in 2021.
- Standout fact: its workforce automation tools power mission-critical operations in data centers and microgrid installations.
- Building strong relationships with customers, delivering high-quality services.
- Maintaining the highest standards of integrity in all actions.
- Striving to deliver exceptional results with innovation and continuous improvement.
- Working together to achieve shared goals and fostering collaboration across the company.
- Treating everyone with dignity and respect, honoring diversity and encouraging inclusivity.
2040 Target
Net-Zero Carbon Emissions
Aims to achieve net-zero carbon emissions by 2040, demonstrating a strong commitment to combating climate change.
- Integrates sustainability into operations and offerings, prioritizing energy efficiency and renewable energy solutions.
- Focuses on sustainability through a framework that reduces waste, energy use, and water consumption.
- Tracks progress using key performance indicators (KPIs) and publishes annual sustainability reports.
- ABM's DEI strategy emphasizes creating a diverse, equitable, and inclusive workplace.
- The company is committed to increasing the representation of women and minorities in leadership roles.
- ABM tracks diversity metrics and provides data on gender balance, aiming to improve gender representation across all levels.
- The company has specific goals to recruit and retain diverse talent across its operations.
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