Patient Advocate II - Patient Experience
About The Position
The Patient Advocate II identifies concerns, responds to, and provides follow-up to ensure patient/family resolution, satisfaction, and documentation for further analysis regarding maintaining/improving quality of care within the institution, while maintaining patient confidentiality. This role involves investigating and resolving patient/family problems by referring to appropriate departmental supervision and performing duties in a manner that projects a positive image of the Medical Center. The advocate ensures prompt and courteous contact with patients, the public, physicians, and other hospital staff, promoting a caring and compassionate environment. Additional duties include assisting in the compilation of monthly Patient Relations reports, maintaining professional knowledge through training and conferences, providing education around patient-and-family centered care, and offering age/developmental appropriate care. Advocate Health is the third-largest nonprofit, integrated health system in the United States, formed from the combination of Advocate Aurora Health and Atrium Health. It operates under the names Advocate Health Care in Illinois, Atrium Health in the Carolinas, Georgia and Alabama, and Aurora Health Care in Wisconsin. Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience, and value-based care, headquartered in Charlotte, North Carolina. The system serves nearly 6 million patients, engages in hundreds of clinical trials and research studies with Wake Forest University School of Medicine as its academic core, and is recognized for expertise in various medical specialties. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, offering one of the nation’s largest graduate medical education programs. The organization is committed to equitable care, providing over $6 billion in annual community benefits.
Requirements
- Bachelor’s Degree in sociology, psychology, communications, or other human relations discipline required.
- 3+ years of experience in hospital patient relations or comparable experience in a related field may be considered.
- Exceptional interpersonal and problem solving skills, dedicated to improving care and communication throughout the Medical Center.
- Ability to deal with high level of stress calmly and effectively with people who may be emotional
- Exceptional oral and written communication skills
- Professional appearance
- Interacts with coworkers in an effective, positive, and professional manner to encourage a cohesive work environment
- Conflict resolution skill, team player, work independently, gentle assertiveness, ability to work with diverse patients and family members and all levels of professional and administrative staff.
Nice To Haves
- Knowledge of medical terminology and Medical Center service lines/chain of command preferred
Responsibilities
- Identifies concerns, responds to and provides follow-up to ensure patient/family resolution, satisfaction, and documentation for further analysis regarding maintaining/improving quality of care in the institution. Maintains patient confidentiality.
- Documents concerns for later analysis in order to maintain and improve the quality of care in the institution.
- Investigates and resolves patient/family problems with Medical Center departments by referral to appropriate departmental supervision.
- Performs duties and conducts interpersonal relationships in a manner designed to project a positive image of the Medical Center.
- Ensures that all contacts with patients, the public, physicians and other hospital staff are carried out in a prompt and courteous manner.
- Promotes a caring and compassionate environment.
- Assists in the compilation of monthly Patient Relations reports.
- Maintains professional knowledge by participating in hospital-required trainings, attending conferences, and providing education/training around patient-and-family centered care.
- Provides age/developmental appropriate care in accordance with Age/Developmental Specific Care Guidelines for the specific age groups served when interacting with patient’s families.
- Performs other duties as assigned i.e., covering the front desk, occasional rounding on units, etc.
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
