Patient Advocate II - Patient Experience

American Addiction Centers • Winston-Salem, NC

1d • Onsite

About The Position

This Patient Advocate II role at Wake Forest Baptist Medical Center involves identifying and resolving patient and family concerns to ensure satisfaction and improve the quality of care. Responsibilities include documenting issues for analysis, investigating problems with various departments, projecting a positive image of the Medical Center, ensuring courteous interactions, promoting a compassionate environment, assisting with reports, and maintaining professional knowledge through training. The role also requires providing age/developmental appropriate care. Advocate Health, the parent company, is the third-largest nonprofit, integrated health system in the United States, formed from Advocate Aurora Health and Atrium Health. Headquartered in Charlotte, North Carolina, it serves nearly 6 million patients, is a national leader in clinical innovation, health outcomes, consumer experience, and value-based care. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and is committed to providing equitable care, contributing over $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.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees