Patient Advocate Manager

Nexus Health Systems•Houston, TX

13d

About The Position

The Patient Advocate Manager reports to the Director of Quality and assists with investigating and resolving patient and visitor concerns and compliments. The role develops and participates in customer service and patient relations initiatives, assesses facility performance, and helps plan and implement improvements to patient experience and service goals. The position analyzes and presents complaint and grievance data, supports communication among patients, families, facility leaders, and treatment teams, and contributes to process improvement activities. It also leads customer service training as needed and leads the Patient Experience Committee.

Requirements

High school diploma or equivalent required.
Six months of healthcare experience required.
Excellent analytical skills, including analysis, planning, organizing, and troubleshooting.
Proficiency in Microsoft Office Suite, including Word and PowerPoint, and cloud-based email.
Ability to adopt, use, and improve departmental procedures.
Ability to navigate an electronic health record and interpret information.
Good oral, written, and presentation skills.
Adaptability and ability to work independently.
Basic Life Support certification, or ability to complete it before hire.
Successful completion of the facility-required internal behavioral management and de-escalation techniques training (SAMA) within 90 days of hire, with annual maintenance.
Board Certified Patient Advocate (BCPA) credential, or willingness to obtain it within 12 months of hire.

Nice To Haves

Bachelor’s degree preferred.
Six months of experience in Quality, Patient Advocacy, or Patient Experience preferred.

Responsibilities

Investigate and document efforts to resolve patient and family concerns, and report findings to the Director of Quality and other appropriate leaders in a timely manner.
Develop, implement, and participate in facility customer service and patient relations initiatives.
Assess facility performance in service, resolution, and feedback, and develop and carry out initiatives to improve patient perception and other targeted areas.
Develop service-goal reports or scorecards for facility staff and leaders.
Respond to patient and family suggestions and compliments and provide positive reinforcement to involved staff.
Conduct rounding with new admissions and other patients or family members as appropriate to promote positive, open communication.
Document patient and visitor concerns according to internal procedures and compose professional correspondence in accordance with facility grievance procedures.
Coordinate interventions and services with relevant team members to support positive patient and family relations, as advised by the Director of Quality or Corporate Risk leadership.
Identify systems-related problems or patterns and collaborate with physicians, administrators, and staff to resolve them.
Use organizational electronic systems and platforms to resolve complaints, plan daily activities, and follow up, including navigating health records and retrieving daily census reports.
Analyze and present complaint and grievance data regularly, and participate in committees, work groups, or process improvement teams focused on patient satisfaction.
Lead customer service training for staff as needed.
Lead patient and family experience meetings and the Patient Experience Committee.
Educate patients, families, and community members about NCH through private discussions and community events or engagements, where indicated.
Attend community organizations and represent Nexus to enhance the patient experience.
Recommend operational process improvements to enhance the patient experience.
Liaise with leadership and treatment team members regarding positive or negative feedback from patients, families, or other stakeholders.
Assist with facility special projects, as directed by the supervisor, to improve processes.
Maintain a professional, positive demeanor and communicate constructively, cooperate, and assist patients and relevant parties to support satisfactory treatment outcomes.
Perform other duties as assigned.