Patient Advocate II - Patient Experience
About The Position
The Patient Advocate II in Patient Experience at Wake Forest Baptist Medical Center is a full-time role, working 40 hours per week, Monday through Friday, from 8 AM to 5 PM. This position is responsible for identifying and addressing patient and family concerns, ensuring their satisfaction, and documenting issues for quality improvement. Key duties include investigating and resolving problems by referring them to appropriate departmental supervision, maintaining patient confidentiality, and projecting a positive image of the Medical Center. The advocate promotes a caring and compassionate environment, assists with monthly Patient Relations reports, and stays professionally current through training and conferences. They also provide age/developmental appropriate care and may perform other assigned duties like covering the front desk or rounding on units.
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.
- Ability to 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
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
