Patient Advocate

City of Hope•Zion, IL

11d•Onsite

About The Position

City of Hope's mission is to make hope a reality for all touched by cancer and diabetes. Founded in 1913, City of Hope has grown into one of the largest and most advanced cancer research and treatment organizations in the U.S., and one of the leading research centers for diabetes and other life-threatening illnesses. City of Hope research has been the basis for numerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute-designated comprehensive cancer center that is ranked top 5 in the nation for cancer care by U.S. News & World Report at its core, City of Hope’s uniquely integrated model spans cancer care, research and development, academics and training, and a broad philanthropy program that powers its work. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and cancer treatment centers and outpatient facilities in the Atlanta, Chicago and Phoenix areas.

Requirements

Associate's degree
Two years of Patient Advocate or customer service experience

Nice To Haves

Bachelor's Degree
Certified Health Care Interpreter (Spanish)
Experience handling difficult or sensitive situations with professionalism and empathy.
Strong conflict resolution and de-escalation skills.
Comfortable with public speaking and presenting information during New Patient Orientation sessions.
Experience scheduling and leading care conferences to address patient concerns and facilitate resolution.
Excellent documentation skills with attention to detail and accuracy.
Ability to handle sensitive and confidential information while maintaining patient privacy.
Experience receiving and managing incoming calls through a patient relations or customer service line.
Strong interpersonal, communication, and relationship-building skills.
Ability to collaborate effectively with patients, families, providers, and multidisciplinary teams.

Responsibilities

Provide exemplary customer service to all guests of City of Hope Chicago, including off-site outpatient clinics.
Serve as a liaison between patients, caregivers/families, the patient's care team, ancillary/support departments (i.e., Risk, Social Services, Compliance, etc.), and management by sharing the patient's perspective, questions, and/or concerns, including formal grievances.
Strive to resolve concerns promptly and ensure thorough and proper documentation is completed in the patient satisfaction database.
Oversee report management within the patient satisfaction database and provide reports to department leaders and Administration.
Build rapport with patients by welcoming them to City of Hope during New Patient Orientation and sharing essential hospital information and resources.
Serve as the hospital's central contact for language access services, including interpreter and translation coordination.