SUMMARY

The Patient Advocate connects KANA patients to appropriate resources; assists patients with questions or concerns while navigating through the KANA and ANMC systems; advocates on behalf of patients to ensure their health and social needs are met; and participates in customer service and patient relations initiatives related to KANA’s Health Services.

ESSENTIAL DUTIES AND RESPONSIBILITIES The following duties are not intended to serve as a comprehensive list of all duties performed by this position.

Connect patients to resources available throughout KANA and in the community such as housing, public assistance, and counseling services.

Assist patients with the Social Security Disability enrollment process and other related documents.

Provide a system to ensure patients, particularly Elders or other vulnerable patients, are supported while seeking health care services at KANA or to referral sources. Advocate on behalf of patients to ensure their health and social needs are met.

Assist patients with questions or barriers regarding coordination of travel or services at ANMC. Serve as back up for patient travel as assigned.

Work in conjunction with KANA staff and community partners to create and reinforce a patient focused culture within KANA’s Health Services Division. Work cooperatively with other Health Services Division managers to ensure optimal patient access and satisfaction.

Assist the Patient Services Manager in documenting patient concerns to include patient demographics, synopsis of incident, actions taken to resolve, and the outcome. Compose letters or other correspondence for patients as follow-up to the concern. Respond to suggestions and compliments submitted by patients and provide information to appropriate managers.

Identify system-related problems and work collaboratively with providers, administration, and staff to resolve. Develop professional relationships with assigned programs and departments to build and sustain a patient-focused culture.

Visit KANA patients in the hospital and serve as a liaison between patients in the hospital and KANA and ANMC. Participate on committees, work groups and other process improvement teams to enhance customer satisfaction.

Participate in the Contract Health call schedule as assigned. Escort patients to ANMC when no other escort is available.

Required Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to read and comprehend simple instructions, correspondence and memos; Ability to write simple correspondence; Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions; Ability to deal with problems involving a few concrete variables in standardized situations; Ability to establish and maintain effective working relationships with patients, medical staff, KANA employees and the public; Ability to deal with difficult people and work in stressful situations

To perform this job successfully, an individual should have knowledge of Database and Spreadsheet software; Advanced knowledge with using the Internet

Required Experience

EDUCATION AND/OR EXPERIENCE

High school diploma or general education degree (GED) and three years related experience; or equivalent combination of education and experience. Bachelor’s Degree in Social Work or related field preferred. Familiarity with federal, state and local resources available to meet the health and social needs of patients. Demonstrated ability to effectively advocate for and work closely with patients and the public. Effective communicator and listener possessing superior customer service skills with the ability to foster a patient-focused system of healthcare.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to read and comprehend simple instructions, correspondence and memos; Ability to write simple correspondence; Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions; Ability to deal with problems involving a few concrete variables in standardized situations; Ability to establish and maintain effective working relationships with patients, medical staff, KANA employees and the public; Ability to deal with difficult people and work in stressful situations

To perform this job successfully, an individual should have knowledge of Database and Spreadsheet software; Advanced knowledge with using the Internet