Patient Advocate

CGH Medical Center

2d•$45,483 - $68,224

About The Position

The Patient Advocate responds to patient and family complaints and concerns, mediates among parties to formulate responses, and helps implement corrective action when needed. The role receives, listens to, documents, and investigates complaints; explains the Statement of Patient Rights; and works with patients, families, physicians, supervisors, hospital representatives, medical staff, and other personnel toward acceptable resolutions consistent with hospital policy and legal requirements. The Patient Advocate also helps identify and address practices that cause repeated complaints, supports early resolution, tracks and trends concerns and their impact on service delivery, and ensures ongoing regulatory compliance with the grievance resolution process. The position coordinates the Service Recovery program and may act as the Hospital liaison in negotiating and settling minor potential or existing claims.

Requirements

Associate's degree in Nursing required.
Active Illinois RN License required.
Must obtain a BSN within two years of hire.

Nice To Haves

Bachelor's degree preferred.
Minimum of three years of acute care nursing experience in a hospital setting strongly preferred.
Excellent conflict-resolution, interpersonal, written, and verbal skills strongly preferred.
Computer literacy, including operation and software application use, preferred.

Responsibilities

Receive complaints from patients or family members and explain the Statement of Patient Rights.
Encourage patients or family members to discuss concerns with a physician or supervisor as a first step, and assist in presenting facts to appropriate hospital representatives.
Receive unresolved complaints from patients and hospital representatives, listen and document details, read back the essence of the complaint, ask what resolution is sought, and work toward an acceptable settlement consistent with hospital policy and legal requirements.
Advise supervisors and managers on resolving potential complaints early and work with them to modify hospital practices that cause repeated complaints.
Interact with the public, medical staff, and professional and support personnel regarding patient concerns; conduct investigations, work toward resolution, and document processes and outcomes.
Act as Hospital liaison in negotiating and settling minor potential or existing claims.
Flag incidents, causes of dissatisfaction, and negative attitudes that may lead to actions against the Hospital to the Director of Health Law.
Work with department managers to track and trend concerns and their impact on service delivery, and provide complaint data.
Maintain ongoing regulatory compliance with the grievance resolution process.
Coordinate the Service Recovery program.