Patient Representative

About the role

The people of Memorial Sloan Kettering Cancer Center (MSK) are united by a singular mission: ending cancer for life. Our specialized care teams provide personalized, compassionate, expert care to patients of all ages. Informed by basic research done at our Sloan Kettering Institute, scientists across MSK collaborate to conduct innovative translational and clinical research that is driving a revolution in our understanding of cancer as a disease and improving the ability to prevent, diagnose, and treat it. MSK is dedicated to training the next generation of scientists and clinicians, who go on to pursue our mission at MSK and around the globe. Exciting Opportunity at MSK: Patient Representative Memorial Sloan Kettering Cancer Center (MSK) is a world-leading academic medical center dedicated to ending cancer for life. The Patient Representative plays a critical role in elevating the patient experience by advocating for patient rights, resolving concerns, and partnering with care teams to deliver compassionate, high-quality, and patient-centered care consistently. Role Overview Serve as the primary advocate for patient rights and responsibilities across the health system Act as the formal grievance mechanism, investigating and resolving patient and family concerns Respond in real time to incivility, distress, and conflict using de-escalation techniques Lead service recovery efforts to rebuild trust and improve patient satisfaction Conduct proactive rounding to identify concerns early and prevent escalation Partner with clinical and administrative teams to support a culture of service excellence Educate and coach staff on patient experience, communication, and de-escalation best practices Document grievances, interventions, and outcomes accurately within Epic and reporting systems Analyze trends and provide insights to support quality improvement and patient experience initiatives Key Qualifications Experience in a patient-facing role within a healthcare setting (hospital or academic medical center preferred) Working knowledge of patient rights, regulatory standards, and grievance processes (CMS, Joint Commission, NYSDOH) Demonstrated ability to manage conflict and high-emotion situations with professionalism and empathy Proficiency with electronic medical records, preferably Epic Strong written and verbal communication skills, including formal documentation of investigations Ability to collaborate effectively with multidisciplinary teams and build organizational trust Core Skills Conflict resolution and incivility de-escalation in high-stress environments Service recovery and proactive patient engagement Relationship-building across clinical and administrative teams Clear, empathetic, and professional communication Sound judgment, discretion, and emotional resilience Additional Information: Schedule: 9:00 AM - 5:00 PM Monday - Friday with a floating Saturday shift a few times a year. Location: On-Site; MSK Locations in NY and/or NJ Reporting To Manager, Patient Relations Helpful Links: Compensation Philosophy