Mgr Patient Advocacy

HH Health System • Huntsville, AL

4d • Onsite

About The Position

The Manager of Patient Advocacy for Emergency Services serves as the primary liaison between patients, families, and the healthcare team. This role is responsible for addressing the needs of patients, families, and visitors, and providing support to staff. The Patient Advocate will develop and distribute reports based on investigation findings, ensuring all feedback is logged into the RL6 complaint database. Proficiency in RL6 is essential. The Patient Advocate will be physically located in the Emergency Department and function as an integral part of the team, proactively following up on issues to ensure patient and family satisfaction with care delivery. This position aims to enhance the timeliness of complaint response and improve the quality of care. Additionally, the Patient Advocate will contribute to improving communication, addressing wait times for services, procedures, and results, and will assist with issues such as elopements and allegations of abuse or rudeness by staff. The role receives direction from the Director of Patient Experience & Advocacy and the Service Line Administrator, and will support the development of a customer service culture through continuous activities, recognition, behavioral focus, PDCA initiatives, and education. The position also serves as an Emergency Services representative on the Grievance Review Committee.

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

• Serve as the liaison between patients and families and the healthcare team.
• Lead efforts in responding to the needs of patients, families, and visitors.
• Provide support to staff.
• Develop and distribute reports based on investigation findings.
• Ensure all feedback is logged appropriately into the 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

• Continuing education
• Shared Governance
• Clinical Ladder
• Nurse Residency
• Tuition assistance
• Child care
• Wellness resources
• On-site employee pharmacy
• Health clinic
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Flexible spending accounts
• Short term disability
• Long term disability
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager