Patient Advocacy Specialist
About The Position
Responsible to actively and proactively engage with patients, guests and associates as their contact in order to achieve excellent service levels and assure process compliance with our organization's vision and with all regulatory agencies. Also responsible to provide the opportunity for our patients and their families to speak with an advocate that is non-biased, empathetic, welcoming and efficient. Initiates service recovery process when applicable. Responsible for the management of all real-time/point-of-care grievances and complaints serving as a productive mediator/advocate between patient/family/guest and the hospital while partnering with clinical staff and collaborating with Risk Management to assist with concerns that could lead to serious legal ramifications as designated by medical center policy.
Requirements
- Associate Degree or equivalent
- 5 years of experience to include customer service and working in a healthcare setting
- Expert with interpersonal skills in both personal and telephone contacts
- Comfortable working in a diverse environment
- Outstanding interpersonal and customer service skills
- Basic computer skills in Microsoft Office Suite
- Good conflict management skills
- Ability to work independently, creatively
- Comfortable with peer coaching and confronting difficult situations while rounding with patients on the floors.
- Excellent organizational skills and detail orientation
- Professional appearance and demeanor
- Outstanding interpersonal and service recovery skills because of the high level of interaction with patients, families and guests on a daily basis
- Ability to handle high levels of stress due to the nature of the position and the issues that are brought to this department
- Willingness to do whatever it takes to get the job done
- Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.
Responsibilities
- Performs assessment of level situation i.e. grievance vs. complaint based on CMS/IDPH regulation and organizational policy
- Visits patients in person on inpatient floors and outpatient areas upon need or request to engage them in conversation in order to assess the level of service and address issues as needed
- Provides service recovery, such as listening and acknowledging patient's difficulties, apologizing for errors, escalating patient needs to high priority actions, etc.
- Proactively seeks out opportunities for addressing patient needs.
- Responsible for facilitating lost belonging recovery process
- First response to all voice mail, incoming calls, walk-ins, correspondence and Rapid Response Code H.
- Establishes relationship with patient/guest via phone and in person by listening to their concerns and responding to them by beginning the resolution process.
- Works as the mediator with patients and family members in partnership with clinical staff to diffuse situations that could potentially lead to liability cases
- Identifies real-time/at-point-of-care grievances and complaints and interacts and follows up as appropriate
- Responsible for classifying real-time/point-of-care grievances/complaints for the purpose of obtaining, monitoring and acting on the 'voice of the customers' written or verbal data
Benefits
- Comprehensive suite of Total Rewards
- Benefits and well-being programs
- Competitive compensation
- Generous retirement offerings
- Programs that invest in your career development
- Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
- Premium pay such as shift, on call, and more based on a teammate's job
- Incentive pay for select positions
- Opportunity for annual increases based on performance
- Paid Time Off programs
- Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Family benefits such as adoption assistance and paid parental leave
- Defined contribution retirement plans with employer match and other financial wellness programs
- Educational Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
