Patient Advocate,Ft,Days

Inspire health. Serve with compassion. Be the difference.
Job Summary
The Patient Advocate Representative represents Prisma Health with patients, families, and visitors in responding to concerns and providing service recovery. Partners with RN Patient Advocates to address more clinically focused concerns. Coordinates the resolution of complaints and grievances with leaders and physicians across the continuum of care including acute, post-acute, and ambulatory care settings in compliance with CMS guidelines and other regulating bodies. Partnering with Patient Experience, uses continuous improvement methodologies to support leaders in proactively addressing performance gaps in an effort to improve care delivery. At all times, models exemplary patient experience and professionalism.
Accountabilities

• Complaints and Grievances: Responds to concerns received via phone, in person and in writing. Coordinates prompt, sensitive, and professional resolution to each concern, tracking and monitoring actions taken by those involved in investigating the complaint. Partners with RN Patient Advocates to address more clinically focused complaints and grievances. Ensures all regulatory guidelines are followed. Appropriately tracks concerns in the electronic event reporting system. In compliance with regulation and Prisma Health guidelines, turns over more serious concerns to Risk and Compliance to resolve. Produces applicable reports to track progress.
• Service Recovery: Serves as a liaison between providers, team members and patients/families to facilitate two-way communication, support, and information. Responds to difficult situations with patients/families across the continuum of care using service recovery methodologies such as de-escalation to resolve concerns. Effectively coaches leaders and team members in service recovery methodologies to reinforce the importance of resolving concerns at the point of care
• Continuous Improvement: In partnership with Patient Experience and using data and continuous improvement methodologies, coaches leaders in proactively closing performance gaps to improve care delivery across the continuum of care.
• Engagement: Models exemplary patient experience and professionalism at all times. Effectively teams across the organization, while demonstrating characteristics that support a psychologically safe environment. Participates in Patient Family Advisory Councils and organizational committees as assigned.

Supervisory/Management Responsibilities
This is a non-management job that will report to a supervisor, director or executive.
Minimum Requirements
Bachelor's degree in a related field required.
Required Certifications, Registries, Licenses
None.
Optional
In lieu of the experience and/or educational requirements indicated above a combination of education, training, and/or experience will be considered an equivalent substitution: Work experience may NOT substitute for education requirement.
Other Required Skills and Experience
Ability to work with diverse people, move about freely, work with families of critically ill patients, hear and orally communicate with good verbal skills and have excellent writing skills.
Other Qualifications or Experience
NA
Additional In Lieu of Statement
Team members employed in this job prior to July 1, 2020 are grandfathered under prior educational and experience requirements. In addition, team members must be certification eligible and will have one year to obtain required certification(s).
Work Shift
Day (United States of America)
Location
Richland
Facility
7001 Corporate
Department
70018010 Clinical Care Experience - Patient Advocacy
Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.