Patient Advocate

Overview

Manages the hospital-side patient advocacy/patient satisfaction program.

Responsibilities

• Will conduct various surveys and quality analysis to identify recurring patient problems and concerns.
• Recommends methods to measure most meaningfully and analytically patient satisfaction and methods to improve patient satisfaction.
• Tracks complaints and notifies appropriate departments of concerns in their areas.
• Makes recommendations to areas with recurring complaints to alleviate problems.
• Functions as ombudsman within hospital on a daily basis, and maintains log of all contact with patients.
• Monitors the master patient satisfaction report, incorporating all facets of patient satisfaction and trends of service to hospital customers.
• Ensures that JCAHO, federal, and state regulations, regarding patient advocacy/satisfaction, are met with required documentation.
• Oversees the guest history program to ensure information is utilized by appropriate departments for enhanced customer service.
• Is responsible for department's operational excellence; ensures department delivers quality
• services in accordance with applicable policies, procedures, and professional standards.
• Is responsible for the fiscal management of department; ensures proper utilization of organization's financial resources.
• Effectively communicates departmental, organization, and industry information to staff.
• Attains all agreed to goals and objectives within specified time frames, as part of the organization's overall mission.
• Attends all required safety training programs and can describe his or her responsibilities related to general safety, department/service safety, and specific job-related hazards.
• Follows the hospital exposure control plans/bloodborne and airborne pathogens.
• Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.
• Promotes effective working relations and works effectively as part of a department/unit team inter- and intradepartmentally to facilitate the department's/unit's ability to meet its goals and objectives.
• Assists with the quality, service, and development of policies and procedures for handling patient concern/complaints.
• Monitors record-keeping service, cost management, and documentation related to patient advocacy/satisfaction.
• Conducts surveys and analysis to identify recurring problem/complaints as they relate to service,
• quality, and cost management.
• Monitors, maintains, and distributes appropriate reports to administration, directors, and managers.
• Manages all aspects of volunteer Patient Advocate program, including reporting complaints and trends to administration and appropriate departments.
• Maintains the patient Inquiries.
• Ensures that all hospital departments adhere to the hospital policy and procedure for complaint resolution.
• Ensures that all aspects contractual agreements are met with vendors contracted to provide additional support in reporting patient satisfaction for the Hospital.

Qualifications

-High school required

-Medical Course background (i.e. EMT, Certified Nurse assistant) preferred

-College degree preferred

-Excellent organizational, analytical, and communication skills, and the ability

to relate well with people of various backgrounds and all levels of the

organization.

-Excellent judgment and ability to stay calm and level headed in difficult

situations.

-Must be able to communicate information effectively to others orally and in

writing.

-BCLS and M.A.B., within 90 days of employment

-Able to type 35-40wpm

-Previous experience with excel and word program, preferred

-Bilingual Fluent in English and Spanish

Hospital Description

Greater El Monte Community Hospital 

Employment Type: OTHER