Patient Advocate II - Patient Experience

American Addiction Centers•High Point, NC

2d•$25 - $38•Onsite

About The Position

The Patient Advocate II - Patient Experience position is responsible for identifying concerns, responding to and providing follow-up to ensure patient/family resolution and satisfaction. This role involves documenting concerns for analysis to maintain and improve the quality of care within the institution. The Patient Advocate will investigate and resolve patient/family problems by referring them to the appropriate departmental supervision. This position also performs duties and conducts interpersonal relationships in a manner designed to project a positive image of the Medical Center, ensuring prompt and courteous interactions with patients, the public, physicians, and hospital staff. The role promotes a caring and compassionate environment, assists in compiling monthly Patient Relations reports, and maintains professional knowledge through training and education. Additionally, the Patient Advocate provides age/developmental appropriate care and may perform other duties such as covering the front desk or rounding on units.

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
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