Patient Advocate - Patient Experience
Fishersville, Virginia•Full-time
About the Job
Overview:
At Augusta Health, your work matters — and so do you. Whether you're delivering direct patient care, supporting operations, or innovating behind the scenes, every role contributes to our mission of promoting wellness and healing through compassionate service. We offer more than just a job — we offer a purpose-driven career in a nationally recognized, independent health system located in Virginia’s scenic Shenandoah Valley.
Our team members thrive in a supportive culture that values collaboration, integrity, and excellence. With opportunities across clinical and non-clinical areas, Augusta Health is a place where your skills make a difference, and your growth is a priority.
Why Join Augusta Health?
We believe in taking care of the people who care for our community. That’s why Augusta Health offers a comprehensive and thoughtfully designed benefits package that supports your well-being, career development, and work-life balance. Whether you're launching your career or bringing in years of experience, we provide the tools, resources, and encouragement to help empower you to reach your full potential — personally, professionally, and financially.
Explore our Benefits, current Hiring Incentives, and our Taking Care of Us initiative — which embraces Belonging, Respect, Inclusion, Diversity, Growth, and Equity (B.R.I.D.G.E.) — to see how we invest in our team members and culture.
Total Rewards & Benefits (may vary by position):
- Comprehensive insurance package including medical, dental, and vision coverage.
- Retirement savings plans and financial wellness support programs.
- Generous paid time off and flexible scheduling to promote work-life balance.
- Career development programs including clinical ladders, shared governance, and advancement opportunities.
- Personalized onboarding with dedicated preceptors and ongoing educational support.
- Tuition reimbursement and access to onsite childcare.
- Free onsite parking, 24/7-armed security for your safety, a Health Fitness Reimbursement Program, and an onsite credit union and pharmacy.
- Competitive pay with shift/weekend differentials.
- Employee discounts at the cafeteria, gift shop, pharmacy, and local entertainment venues (i.e., movie tickets).
Job Summary:
Under direction and supervision of the Director of Patient Experience, the Patient Advocate assists in the daily, ongoing activities of the organization’s patient advocacy safety program. Individual must be knowledgeable and competent with hospital accreditation standards, legal and other accrediting and/or regulatory agency standards as they pertain to patient rights, risk management and patient safety. Works as a team member with Department Directors, Clinical Nurse Managers, and other health care professionals.
This position plays a critical role in supporting Augusta Health’s mission and advancing departmental goals through measurable performance indicators and service excellence. This position contributes to a collaborative, patient-centered environment and helps drive outcomes aligned with organizational priorities.
Essential Job Duties:
- Manage the organization’s patient complaint/concern program by responding to patient’s complaint/concerns in accordance with Augusta Health policies and procedures.
- Assign follow-up to Department Directors/Designee, co-investigate and provide coordination on resolution/closure of grievances/complaints/concerns filed by patients, etc.
- Provide and analyze regular trending reports by department/location as well as type of concern for patient complaints and concerns to identify patterns or trends for improvement.
- Complete other duties as assigned by Director.
- Supports the mission, vision, values and strategic goals of Augusta Health.
- Complies with the Augusta Health Standards of Conduct and all policies, procedures, and regulations.
- Performs a variety of related duties as assigned.
- Meets all annual training, health and safety requirements.
- Demonstrates regular, reliable and dependable attendance.
- As needed, may be required to work:
- On weekdays, weekends, evenings and/or night shifts.
- On holidays or additional shifts.
- During disaster situations, i.e., before, during or after a disaster or inclement weather (e.g. hurricane, flood, snowstorm, etc.).
- Additional hours after scheduled workday or shift based on operational needs.
Required Qualifications:
- Education: High School Diploma or equivalent.
- Licensure/Certification: None.
- Experience: Minimum 5 years healthcare experience, with experience dealing directly with patient (client) concerns/complaints.
- Driver's License: N/A.
- Eligibility to work in the United States and meet Virginia state employment requirements.
Preferred Qualifications:
- Education: None.
- Licensure/Certification: None.
- Experience: None.
- Prior experience in a hospital, healthcare system, or related service-oriented environment.
- Familiarity with Augusta Health’s systems, workflows, or organizational culture is a plus.
Competencies, Knowledge, Skills and Abilities:
- Individual must be knowledgeable and competent with Joint Commission, legal and other accrediting and/or regulatory agency standards as they pertain to patient rights, risk management and patient safety.
- Works as a team member with department directors, clinical coordinators, and other healthcare professionals.
About Augusta Health:
Augusta Health is an independent, nonprofit, mission-driven health system located in Fishersville, Virginia, in the heart of the Shenandoah Valley. We offer a full continuum of inpatient and outpatient services, including Augusta Medical Center—a 255-bed facility—and Augusta Medical Group, which operates 40 practice locations and four urgent care centers. Our commitment to excellence, innovation, and compassionate care makes Augusta Health a leading employer and healthcare provider in the region.
Equal Opportunity Statement:
Augusta Health recruits, hires, and promotes qualified candidates for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran or military discharge status, and family medical or genetic information.
We are committed to fostering a diverse and inclusive workplace in accordance with federal and Virginia state employment laws.
About Augusta Health
Exceptional care, small town hospitality
Nestled in Virginia’s beautiful Shenandoah Valley, Augusta Health is among the finest nonprofit community hospitals in America.
Augusta Health opened in 1994 to continue a tradition of personalized care with small-town hospitality that began with predecessor hospitals in Staunton and Waynesboro. Today, our highly trained physicians and staff use state-of-the-art technology to provide top quality care with warmth and compassion. We offer many amenities so patients and families can be comfortable and close during difficult times. View Our Mission, Vision & Values.
If you are a resident of Augusta County, Staunton, Waynesboro, or surrounding areas, you can benefit from a variety of programs we host to promote good health.
If you are a dedicated healthcare professional, you will find exciting career opportunities at Augusta Health.
Quick Stats for 2023
Licensed for 255 beds
124 Medical/Surgical
14 Intensive Care Unit
18 Labor and Delivery
4 Pediatric
Non-traditional, Non-acute services
28 bed psychiatric unit
17 bed skilled nursing unit
8 bed rehab unit
Largest local private employer
Employees: 2,375+
Active Physicians: 225
APPs: 87
Volunteers: 290
Service Area: 200,000
AH Urgent Cares: 5
AH Practices: 49
Nestled in Virginia’s beautiful Shenandoah Valley, Augusta Health is among the finest nonprofit community hospitals in America.
Augusta Health opened in 1994 to continue a tradition of personalized care with small-town hospitality that began with predecessor hospitals in Staunton and Waynesboro. Today, our highly trained physicians and staff use state-of-the-art technology to provide top quality care with warmth and compassion. We offer many amenities so patients and families can be comfortable and close during difficult times. View Our Mission, Vision & Values.
If you are a resident of Augusta County, Staunton, Waynesboro, or surrounding areas, you can benefit from a variety of programs we host to promote good health.
If you are a dedicated healthcare professional, you will find exciting career opportunities at Augusta Health.
Quick Stats for 2023
Licensed for 255 beds
124 Medical/Surgical
14 Intensive Care Unit
18 Labor and Delivery
4 Pediatric
Non-traditional, Non-acute services
28 bed psychiatric unit
17 bed skilled nursing unit
8 bed rehab unit
Largest local private employer
Employees: 2,375+
Active Physicians: 225
APPs: 87
Volunteers: 290
Service Area: 200,000
AH Urgent Cares: 5
AH Practices: 49