Patient Advocate II - Patient Experience

Advocate Health and Hospitals Corporation•Wake Forest, NC

1d•Onsite

About The Position

The Patient Advocate II - Patient Experience role at Wake Forest Baptist Medical Center focuses on ensuring patient/family resolution and satisfaction by identifying and addressing concerns, documenting issues for quality improvement, and investigating problems with Medical Center departments. The position requires maintaining patient confidentiality, promoting a positive image of the Medical Center, and fostering a caring environment. Responsibilities also include assisting with reports, participating in professional development, and providing 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 provides care across multiple states, services nearly 6 million patients, and is a national leader in clinical innovation, health outcomes, consumer experience, and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and is committed to equitable care, providing more than $6 billion in annual community benefits.

Requirements

Bachelor’s Degree in sociology, psychology, communications, or other human relations discipline.
3+ years of experience in hospital patient relations or comparable experience in a related field.
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.

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

Benefits and well-being programs
Competitive compensation
Generous retirement offerings
Programs that invest in your career development
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
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