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Form of workJob Description:
The position of Patient Advocate at Intermountain Healthcare shares, collaborates and participates in the Patient Advocacy Function. This includes identifying and responding to clinical concerns resulting in complaints and/or Grievances that impact the patient experience. Provides support for the development of a culture of high reliability and the measurement of care, identifying opportunities and executing on strategies for performance improvement in the following area:
Outcomes - highly reliable processes, delivering exceptional outcomes and / or optimal health
Safety - Zero Harm to patients and caregivers driven through a culture of high reliability, continuous improvement and leadership
Patient Experience - relationship-centered care grounded in empathy, dignity, respect and collaboration
The Office of Experience is a resource to the system and drive organizational performance that is built on relationships, a shared vision of excellence in and environment of achievement and local accountability.
Scope
This is a system-wide role with key organizational relationships across Intermountain Healthcare with a specific focus on ensuring an extraordinary experience of care. This position reports to Intermountain Healthcare's System Patient Advocate Director. The position participates in key committees across the system to drive culture and results.
Job Essentials
With the Office of Experience leaders and caregivers advance the work:
Supports a proactive, comprehensive strategic Experience agenda for the system that inspires caregiver engagement, inter-professional collaboration, the identification and use of evidenced based practice and management among all facilities in the system while differentiating Intermountain Healthcare as a high reliability organization nationally.
Serves as a consultant and educator to assist clinical and administrative leaders in keeping the Experience agenda at the forefront.
Collaborates and supports the complaint and grievance process ensuring standards to review, investigate, document and follow-up on patient/family complaints is accurate and timely.
Collaborates in education and support local Patient Advocates to help with solutions and alternatives in order to resolve conflicts.
Tracks and trends complaints to identify pattern areas and provide recommendations.
Acts as a liaison with Risk, Legal, and Patient Accounts related to billing adjustments and administrative holds.
Continuous Improvement - Collaborates with Quality/Patient Safety on clinical process improvement needed as identified from the patient's feedback.
Nurtures a robust culture of caring through support of caregivers (well-being, joy, resilience) and attention to what matters most to our patients.
Informatics, Data and Analytics:
Supports quality measurements for internal use.
Supports the optimization of the electronic health record to maximize safety, quality outcomes, clinical effectiveness and efficiency.
Advances, with others, the use of predictive analytics and deep learning computing to improve the health, experience and quality of care of those we serve.
Minimum Qualifications
Bachelor's Degree in Nursing, Business, Healthcare Administration, or Public Health. Education must be obtained through an accredited institution and will be verified.
Current RN License in state of practice.
Three years of clinical or healthcare experience.
- and -
Customer/patient relations experience.
- and -
Strong written and verbal communication skills with an ability to teach and train peers and colleagues.
- and -
Experience and demonstrated competence in solving problems and liaising between multiple stakeholders.
- and -
Proficient in use of software such as Word and Excel in order to generate documents and data reports.
Preferred Qualifications
Current RN license from an accredited institution
Five years clinical or healthcare experience
- and -
Three years customer/patient relations experience
- and -
Experience working in a complex health system (hospitals, ambulatory clinics, post-acute care, etc.)
- and -
Experience in formal business letter composition and report writing.
- and -
Experience with quality improvement and data analysis.
- and -
Clinical Risk Management experience with successful progression
Physical Requirements:
Interact with others requiring employee to verbally communicate as well as hear and understand spoken information.
- and -
Operate computers, telephones, office equipment, and manipulate paper requiring the ability to move fingers and hands.
- and -
See and read computer monitors and documents.
- and -
Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.
Benefits:
Intermountain Healthcare offers a generous benefits package that contributes to the overall health and compensation of each caregiver.
Location:
American Fork Hospital
Work City:
American Fork
Work State:
Utah
Scheduled Weekly Hours:
40
The hourly range for this position is listed below. Actual hourly rate dependent upon experience.
$35.33 - $55.64
We care about your well-being - mind, body, and spirit - which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers, and for our Colorado, Montana, and Kansas based caregivers our commitment to diversity, equity, and inclusion.
The position of Patient Advocate at Intermountain Healthcare shares, collaborates and participates in the Patient Advocacy Function. This includes identifying and responding to clinical concerns resulting in complaints and/or Grievances that impact the patient experience. Provides support for the development of a culture of high reliability and the measurement of care, identifying opportunities and executing on strategies for performance improvement in the following area:
Outcomes - highly reliable processes, delivering exceptional outcomes and / or optimal health
Safety - Zero Harm to patients and caregivers driven through a culture of high reliability, continuous improvement and leadership
Patient Experience - relationship-centered care grounded in empathy, dignity, respect and collaboration
The Office of Experience is a resource to the system and drive organizational performance that is built on relationships, a shared vision of excellence in and environment of achievement and local accountability.
Scope
This is a system-wide role with key organizational relationships across Intermountain Healthcare with a specific focus on ensuring an extraordinary experience of care. This position reports to Intermountain Healthcare's System Patient Advocate Director. The position participates in key committees across the system to drive culture and results.
Job Essentials
With the Office of Experience leaders and caregivers advance the work:
Supports a proactive, comprehensive strategic Experience agenda for the system that inspires caregiver engagement, inter-professional collaboration, the identification and use of evidenced based practice and management among all facilities in the system while differentiating Intermountain Healthcare as a high reliability organization nationally.
Serves as a consultant and educator to assist clinical and administrative leaders in keeping the Experience agenda at the forefront.
Collaborates and supports the complaint and grievance process ensuring standards to review, investigate, document and follow-up on patient/family complaints is accurate and timely.
Collaborates in education and support local Patient Advocates to help with solutions and alternatives in order to resolve conflicts.
Tracks and trends complaints to identify pattern areas and provide recommendations.
Acts as a liaison with Risk, Legal, and Patient Accounts related to billing adjustments and administrative holds.
Continuous Improvement - Collaborates with Quality/Patient Safety on clinical process improvement needed as identified from the patient's feedback.
Nurtures a robust culture of caring through support of caregivers (well-being, joy, resilience) and attention to what matters most to our patients.
Informatics, Data and Analytics:
Supports quality measurements for internal use.
Supports the optimization of the electronic health record to maximize safety, quality outcomes, clinical effectiveness and efficiency.
Advances, with others, the use of predictive analytics and deep learning computing to improve the health, experience and quality of care of those we serve.
Minimum Qualifications
Bachelor's Degree in Nursing, Business, Healthcare Administration, or Public Health. Education must be obtained through an accredited institution and will be verified.
Current RN License in state of practice.
Three years of clinical or healthcare experience.
- and -
Customer/patient relations experience.
- and -
Strong written and verbal communication skills with an ability to teach and train peers and colleagues.
- and -
Experience and demonstrated competence in solving problems and liaising between multiple stakeholders.
- and -
Proficient in use of software such as Word and Excel in order to generate documents and data reports.
Preferred Qualifications
Current RN license from an accredited institution
Five years clinical or healthcare experience
- and -
Three years customer/patient relations experience
- and -
Experience working in a complex health system (hospitals, ambulatory clinics, post-acute care, etc.)
- and -
Experience in formal business letter composition and report writing.
- and -
Experience with quality improvement and data analysis.
- and -
Clinical Risk Management experience with successful progression
Physical Requirements:
Interact with others requiring employee to verbally communicate as well as hear and understand spoken information.
- and -
Operate computers, telephones, office equipment, and manipulate paper requiring the ability to move fingers and hands.
- and -
See and read computer monitors and documents.
- and -
Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.
Benefits:
Intermountain Healthcare offers a generous benefits package that contributes to the overall health and compensation of each caregiver.
- Various insurance options through Select Health, Intermountain's insurance company
- Onsite fitness centers and discounts to local gyms
- LiVe Well caregiver incentive program - up to $300 per year
- Employee Assistance Program (EAP) - including free counseling for caregivers and their immediate family
- Over 302,000 discount offers across 10,000 cities on everything from movie tickets, pizza and the zoo to car rentals and hotels
- Paid Time Off including but not limited to Parental Leave, Long and Short-Term Disability
- 401(k) with up to 6% employer contribution
- Up to $1,500 referral bonus
- Tuition Reimbursement
- Tuition Assistance through Peak - up to $5,200 per year paid to your school as you go
Location:
American Fork Hospital
Work City:
American Fork
Work State:
Utah
Scheduled Weekly Hours:
40
The hourly range for this position is listed below. Actual hourly rate dependent upon experience.
$35.33 - $55.64
We care about your well-being - mind, body, and spirit - which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers, and for our Colorado, Montana, and Kansas based caregivers our commitment to diversity, equity, and inclusion.
