Patient Representative

Overview

About the Role

The primary purpose of the Patient Representative position is to promote patient satisfaction with University Hospital services through information and effective communication between patients, family members/significant others and staff. Acts as a liaison between patients and family members/significant others to ensure optimum satisfaction with services. Proactively works to prevent complaints and grievances by serving as a consultant to other departments/areas and advising of the most effective ways to promote patient satisfaction and address and/or resolve patient dissatisfaction.

Responsibilities

What You’ll Do

• Serves as a key point of contact to enhance patient satisfaction with University Hospital services.
• Facilitates clear and compassionate communication between patients, their families/significant others, and hospital staff.
• Acts as a bridge to ensure patients and families feel heard, respected, and supported throughout their care experience.
• Works proactively to minimize complaints and grievances by advising departments on best practices for patient engagement.
• Provides consultative support to hospital teams to improve service delivery and address sources of patient dissatisfaction.
• Promotes a culture of responsiveness and empathy by identifying and resolving concerns before they escalate.
• Ensures that patient feedback is used constructively to improve hospital processes and overall patient experience.

Qualifications

What You’ll Bring

• Bachelor’s degree preferred in behavioral or social sciences.
• Minimum of two (2) years of experience in customer service or healthcare settings involving direct patient interaction.
• Strong verbal and written communication skills.
• Proven ability to deliver excellent customer service, including conflict resolution and de-escalation techniques.
• Experience in efficiently triaging and resolving concerns from patients, families, or customers.
• Equivalent education, training, or experience may be considered in place of formal degree requirements.

What We Offer

• Medical & Prescription Drug Coverage
• Dental & Vision Insurance
• Health Savings Account (HSA) & Flexible Spending Account (FSA)
• Short- & Long-Term Disability Insurance
• Pension Plan
• Pet Insurance
• Employee Assistance Program (EAP)
• Professional Development

Compensation (NJ Job Transparency Law)

The expected salary range for this position is $51,994- $62,225 - $73,602 per year in accordance with the New Jersey Pay Transparency Law; final compensation will be commensurate with experience and qualifications.

About Us

University Hospital is one of the nation’s leading academic medical centers. As the principal teaching affiliate of Rutgers New Jersey Medical School and the only state-certified Level 1 Trauma Center in Northern New Jersey, University Hospital is training the next generation of physicians and advancing science to discovery while taking exceptional care of patients, regardless of their financial situation.

Apply Today

We encourage candidates from all backgrounds to apply. If you want to grow your career in healthcare while serving a vibrant community, we’d love to meet you