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Beth Israel Lahey Health Patient Advocate -Service Excellence Specialist in Beverly, Massachusetts

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Job Type:


Scheduled Hours:


Work Shift:

Day (United States of America)

Service Excellence Specialist

Job Description:

Service Excellence Specialist

Patient Advocate * (aka Service Excellence Specialist)

Position Summary:

The Patient Advocate (Service Excellence Specialist) is responsible to investigate, facilitate resolution of, document and report patient, family and visitor complaints and compliments. This position assists the Manager to develop and implement initiatives and programs related to customer service and patient relations. The Patient Advocate provides oversight of the Patient Complaint Database and the monthly reports of patient complaints and compliments. This position requires demonstrated organizational skills with attention to detail, practical decision-making ability, analytical and critical thinking, excellent communication skills and a commitment to teamwork. The Mission, Vision and Core Values of the NHS are incorporated into all areas of practice.

What we’re looking for:

  • You are passionate about improving the Patient Experience and understanding what patients and families need for support.

  • You demonstrate compassion and empathy in difficult situations.

  • You enjoy being a liaison – working with patients and families to address and resolve concerns, while partnering with frontline colleagues to find reasonable solutions.

  • One of your strengths is building and sustaining relationships within your own team, as well as across your organization.

  • You want to work with a dynamic and diverse Quality and Performance Improvement team and participate in multidisciplinary projects and organizational initiatives.


  • Minimum Associates Degree, preferred Bachelor’s Degree in Behavioral Science or related field

  • Three years of relevant experience in a health care or patient advocacy environment

  • Strong customer service and interpersonal skills as well as the ability to interact effectively with all staff at all levels

  • Must have the ability to handle difficult and angry people constructively and address difficult, awkward situations with tact and diplomacy

  • Must be able to work with staff in a supportive way to troubleshoot and resolve issues Excellent written and oral communication skills and presentation skills

  • Must be able to work with minimal supervision and have a high tolerance for ambiguous work situations

  • Must be visible to staff, offering support and modeling service behaviors and concern resolution processes

  • Must be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplish a goal

  • Knowledge of the healthcare environment and regulatory requirements regarding patient rights preferred.

  • Must be able to communicate patient and visitor rights and responsibilities to patients, family members and staff

FLSA Status:


As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more ( about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled