Patient Advocate

Job Requisition: REQ2635

Employment Type: Full-Time

Shift: Days

Hours Per Week: 40 Hours

Hiring Range : $23.19 -$31.02

The actual compensation for this position will be determined based on experience and other factors permitted by law.

Responsibilities:

• Responds to patient/family concerns and requests both verbally and in writing in a confidential manner.

• Fields patient/family/visitor complaints. Investigates all complaints; informs appropriate hospital staff.

• Assists in resolving these complaints while maintaining regulatory requirements.

• Investigates all reports of suspected misconduct both intentional and accidental; refers legal issues to the hospital's legal counsel and risk management.

• Communicates verbally with patients/families during the investigative process to provide updates.

• Functions as a patient/family advocate; maintains line of communication between patient/family, staff and physicians.

• Collects data concerning patient complaints; analyzes this data and makes recommendations as appropriate.

• Ensures hospital's activities/operations related to complaints and grievances are carried out in compliance with local, state, and federal regulations, accrediting organization standards and laws governing healthcare.

• Documents and tracks all investigative findings following regulatory and accreditation requirements.

• Stays current with changes in state and federal laws, regulations, and policies and changes in health plans.

• Notifies and works with appropriate licensed staff when patient complains of pain or other clinically relevant concerns.

• Brings forward recommendations to foster the patient/family-hospital relationship.

• Supports a culture of safety and quality.

• Is a member and participates on various hospital committees as requested.

Education:

High School Diploma/GED required. Minimum of three (3) years in a healthcare (patient facing) position required

Previous experience with patient communications a must

Familiarity with medical terminology preferred.

Required Skills & Attributes:

• Ability to organize and establish day-to-day priorities while using critical thinking skills in all aspects of the job.
• Must be able to multitask while remaining professional, focused, composed and positive.
• Excellent customer service skills
• Displays integrity, friendliness, and compassion.
• Must be able to establish an appropriate and effective rapport with others.
• Demonstrates flexibility
• Takes initiative
• Able to work in a fast-paced environment
• Embraces new opportunities to grow both personally and professionally.
• Effective critical thinking and problem-solving skills.
• Proficient with various Microsoft Office products (Word and Excel).
• Strong organizational skills.
• Effective interpersonal skills.
• Ability to take and follow direction in a positive and appropriate manner.
• Ability to work as part of a team and independently. Must be able to demonstrate effective and appropriate written and oral communication skills.
• Must be able to speak, read, write and follow instructions in English.