Mgr Patient Advocacy
About The Position
The Manager of Patient Advocacy for Emergency Services is the liaison between patients and families. This position will lead the effort in responding to the needs of the patients/families/visitors and provide support to staff. The Patient Advocate (PA) will develop and distribute reports based on findings of their investigations and ensure that all feedback is logged appropriately into (RL6), complaint database. RL6 proficiency is a must. The PA will by physically located in the Emergency Department and function as part of the team. They will be proactive in following up on issues as they arrive and ensure patients and families are satisfied with the delivery of care. This role will enhance the timeliness of responding to complaints and quality of care issues. Additionally, the PA will help in improving communication and addressing wait times for service, procedures and results, moreover, assist with elopements, allegations of abuse by a staff member and rudeness of staff. This position will receive direction form the Director of Patient Experience & Advocacy and the Service Line Administrator and will assist in the development of customer service culture through continuous activities, recognition, behavioral focus, PDCA initiatives and education. Additionally, the position will serve as a member of the Grievance Review Committee, as an Emergency Services representative.
Requirements
- Bachelors degree in health administration, social work, psychology, nursing, communications, business/public relations, or CPE.
- Two to five years experience in health-related professions, business, public relations or communication fields.
- Strong interpersonal and high level of effective communication, verbal, written and phone skills required.
- Ability to make quality, independent decisions.
- Demonstrate a high degree of critical thinking ability.
- Strong problem-solving, counseling, complaint management mediation, conflict negotiation, and crisis intervention and other conflict resolution skills a must.
- Must be able to function objectively in hostile, sensitive, and stressful situations, "think on one's feet", manage stress and anticipate and improvise when needed.
- Must be knowledgeable in Microsoft Word, Excel, and PowerPoint.
- Good empathetic listener and considers the needs of others.
- Must be able to utilize the Complaint Tracking System.
- Must be detail-oriented, self-directed and can function independently.
- Excellent time management and organizational skills a must.
- Ability to prioritize, follow-through and multi-task while remaining patient/customer focused are a must.
- Ability to meet deadlines.
- Good stand-up and solid presentation skills are needed.
- Must be comfortable before large groups and effective in communicating information and new ideas.
- Ability to work at all levels of the organization and represent HH to the patient/families/visitors/coworkers and physicians in a manner consistent with our mission, vision and values are a must.
- Must successfully collaborate with counterparts within the work area and throughout organization.
- Must have the ability to maintain confidentiality of records and information.
Nice To Haves
- Chaplaincy credit is preferred.
- Health care experience a plus.
Responsibilities
- Lead the effort in responding to the needs of patients/families/visitors and provide support to staff.
- Develop and distribute reports based on findings of investigations.
- Ensure all feedback is logged appropriately into (RL6), complaint database.
- Be physically located in the Emergency Department and function as part of the team.
- Proactively follow up on issues as they arise and ensure patients and families are satisfied with the delivery of care.
- Enhance the timeliness of responding to complaints and quality of care issues.
- Improve communication and address wait times for service, procedures and results.
- Assist with elopements, allegations of abuse by a staff member and rudeness of staff.
- Assist in the development of customer service culture through continuous activities, recognition, behavioral focus, PDCA initiatives and education.
- Serve as a member of the Grievance Review Committee, as an Emergency Services representative.
Benefits
- medical
- dental
- vision
- life insurance
- flexible spending
- short term and long term disability
- several retirement account options with 401K organization match
- nurse residency program
- tuition assistance
- student loan reimbursement
- On-site training and education opportunities
- Employee Discounts to phone providers, local restaurants, tickets to shows, apartment application and much more!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
