PATIENT ADVOCATE (RN)

Uhs-posted 9 months ago
$65,981 - $98,971/Yr
Full-time • Mid Level
Washington, DC
Personal and Laundry Services
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The George Washington University Hospital (GW Hospital) continues to be a leader in providing the highest level of quality and compassionate healthcare for the D.C. Region. U.S. News & World Report has just released the 2023-2024 ratings and rankings, in which GW Hospital is recognized as a Best Regional Hospital. GW ranks 5th in the region, which includes hospitals in D.C. and parts of Maryland, Virginia and West Virginia. GW Hospital achieved 'High Performing' status in two specialty areas, Neurology and Neuroscience. In addition, GW Hospital receiving 'High Performing' designations for the following 10 procedures: COPD, Diabetes, Heart Attack, Heart Failure, Kidney Failure, Leukemia, Lymphoma and Myeloma, Lung Cancer Surgery, Pneumonia, Prostrate Cancer Surgery and Stroke. Measured by factors such as patient outcomes, 'High Performing' is a designation U.S. News & World Report bestows to recognize performance in these specialties that is significantly better than the national average. GW Hospital received the American College of Cardiology's National Cardiovascular Data Registry (NCDR) Chest Pain - Myocardial Infarction (MI) Registry Platinum Performance Achievement Award for 2023. *GW Hospital is the only hospital in Washington, D.C., to be recognized for this service line. At GW Hospital, we are proud to offer a range of advanced services and treatments. Our multidisciplinary care teams are dedicated to outstanding clinical services, research, and education to improve care, quality, and outcomes for our patients. The mission of GWU Hospital is to provide the highest quality of healthcare, advanced medical technology, and world class service to its patients in an academic medical center dedicated to education and research.

  • Intakes compliments, complaints, and grievances, and determines the appropriate review, resolution, and/or escalation within the organization to address feedback in accordance to hospital and regulatory guidelines.
  • Partners with appropriate leadership departments, including Administration, Nursing, Physicians, Accreditation, Risk, and Quality, to ensure compliance when resolving concerns.
  • Provides recommendations to PX leadership about identified needs.
  • Engages with patients, coordinating communication between patient/families and the healthcare team to expedite the best outcomes for the patient related to any complaint or grievance received.
  • Triages feedback from the discharge callback system using clinical expertise to triage the patient's needs.
  • Escalates clinical and nonclinical needs to the appropriate leader or physician necessary for resolution.
  • Reports to the Patient Experience Manager and partners with the Patient Experience team to trend feedback from advocacy calls, discharge callbacks, complaints/grievances, and survey data to identify recommendations for improvement.
  • BSN preferred or equivalent degree.
  • Minimum 3 years' nursing experience in a hospital setting preferred.
  • Minimum 1-2 years' service recovery experience.
  • 1+ year of leadership experience preferred.
  • Excellent Customer Service skills: Phone Support, Face-to-Face Support, Frontline Support.
  • Administration: Office Management, Database Management, computer skills and knowledge of Microsoft Office.
  • Effective interpersonal skills.
  • Excellent analytical, organizational and planning skills.
  • Excellent verbal and written communication skills.
  • Ability to adapt to multiple and changing priorities.
  • Knowledge of general clinical practices, including medical/clinical knowledge necessary for decision making related to service recovery.
  • Challenging and rewarding work environment.
  • Competitive Compensation & Generous Paid Time Off.
  • Excellent Medical, Dental, Vision and Prescription Drug Plans.
  • 401(K) with company match and discounted stock plan.
  • SoFi Student Loan Refinancing Program.
  • Career development opportunities within UHS and its 300+ Subsidiaries.
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