Patient Advocacy Administrator, Patient Advocacy (40 hrs, Days)

Boston Medical Center•Boston, MA

1d•Onsite

About The Position

Provides prompt and appropriate investigation and response to patients, families, and/or significant others who have concerns or questions, including the review, referral and resolution of complaints. Serves as a resource to staff for patient rights, advanced directives, problem resolution, and patient advocacy.

Requirements

Bachelor's degree (or equivalent combination of formal education and experience) required.
At least 2 -3 years customer service experience.
Excellent English communication skills (oral and written).
Excellent interpersonal skills to instill confidence and to advocate for patients and their family.
Patient-oriented demeanor that depicts concern and caring attitude towards all.
Excellent listening skills, ability to diagnose problems, resolve conflict, and develop practical solutions.

Nice To Haves

Masters degree in Public Health, Social Work, Nursing or Psychology preferred.
Experience in patient advocacy, nursing or social work preferred.
Bilingual skills appropriate to the patient population served, is a plus.

Responsibilities

Serve as liaison between patients, visitors and staff in expressions of commendation and concern.
Investigate and respond to complaints and grievances regarding the care delivered at BMC.
Serve as mediator.
Facilitate family meetings, as appropriate.
Serve as a resource to staff for patient rights and problem resolution.
Provides prompt and appropriate investigation and response to patients, families, and/or significant others who have concerns or questions, including the review, referral and resolution of complaints.
Serves as a resource to staff for patient rights, advanced directives, problem resolution, CARe process (Communication, Apology and Resolution) and patient advocacy.
Represent the patient perspective on hospital committees.
Identify trends relative to the overall patient experience at BMC--identify strengths as well as opportunities for improvement.
Work collaboratively with several departments including Risk, Quality and Patient Safety to mitigate patient risk.
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