Job Description

JOB SUMMARY:

• The Patient Advocate is dedicated to improving the patient and family experience through the investigation of patient/family complaints, concerns, and other feedback received. The scope of these duties extends to the inpatient, outpatient, and off-site clinical areas. The incumbent is responsible for providing assistance/support as needed with patients, families, and staff that are in contact with the Patient Experience department with a focus on proactive rounding, service recovery, and mitigation of concerns. This team member answers patients/families questions, assists with the patient's comfort needs and provides information regarding hospital stay. The incumbent provides coordination of support services and facilities management services so that a comfortable and well-maintained environment exists for patients, guests, and others.

ESSENTIAL FUNCTIONS OF THE JOB:

• Investigates patient and family concerns, provides crisis intervention and mediation for complex situations throughout SRH including dialogue with patients and families and facilitation of family meetings/care conferences.
• Responds to patient/family complaints and grievances verbally and in writing on behalf of SRH and ensures regulatory compliance throughout the process.
• Works closely with the medical staff, nursing, and leadership to achieve resolution of the concern at the most appropriate level within the organizational structure.
• Maintains communication and record system for tracking complaints and collects qualitative and quantitative data.
• Partners with leadership of the Patient Experience department to create action plans around complaint/grievance investigations/reviews as required.
• Coordinates/participates in patient/family/staff conferences to develop contracr for challenging and/or non-adherent patients or families.
• Assists patients with identified needs by appropriate referring and connecting them with organizational and community resources.
• Provides patients with information regarding hospital stay prior to admittance when requested. If foreign, provides or arranges for information in language appropriate format.
• Participates on performance improvement teams as required.
• Participates and assists in preparing for licensure and accreditation surveys as assigned.
• Performs related duties as assigned.

Qualifications

MINIMUM EDUCATION, EXPERIENCE AND LICENSE/CERTIFICATION REQUIRED:

• High school diploma required. Bachelor’s degree in healthcare related field, communications, psychology, or comparable preferred.
• Three years concierge or related customer service experience required. Experience in an acute care facility or equivalent is preferred.
• Applicants with less than 3 years of customer service experience will be considered if they are a Certified Patient Experience Professional (CPXP).
• Working knowledge of personal computers and Microsoft Office suite required.
• Excellent verbal and written communication skills, including ability to synthesize the facts of an investigation and respond with compassion on behalf of SRH.
• Must be detail oriented, organized and have the ability to multi-task.
• Must possess excellent interpersonal, conflict resolution, and problem solving skills while working in a fast-paced environment.

Additional Information

All your information will be kept confidential according to EEO guidelines.