Patient Advocate

University of Maryland Medical System•Baltimore, MD

13d•Onsite

About The Position

Under guidance and general supervision, this role provides a high level of customer service by functioning as the central communication link between patients, UMROI, and the community. The Patient Advocate answers patient and family questions, receives and resolves complaints, assists with patient comfort needs, and provides information regarding hospital stays. This role also collects and reports data regarding patient/family hospital stays and staff sensitivity. The Patient Advocate coordinates support services and facilities management to ensure a comfortable and well-maintained environment for patients and guests. They demonstrate and observe UMROI guest relations practices, provide information in appropriate language formats for foreign patients, and answer guest questions about hospital services, local events, and accommodations. Additionally, they act as a communication liaison between medical staff and families during patient treatment, accompany staff on rounds, and resolve customer issues in a timely and professional manner. A key responsibility is developing and maintaining a communication and record system for tracking complaints and collecting data. The role also involves coordinating support and facilities services for timely delivery of patient needs, maintaining knowledge of the unit's environment, and collaborating with other hospital services to ensure cleanliness and safety. Minor housekeeping tasks may be required. The Patient Advocate ensures a proper healing environment, establishes professional relationships, and attends all mandatory hospital in-services related to patient advocacy.

Requirements

High School Diploma or equivalent (GED) is required.
Three years concierge or related customer service experience is required.
CPR certification required.
Knowledge of computer operations (i.e. Microsoft Office programs such as WORD or Excel) for reports and patient information retrieval.
Ability to set-up and/or operate specialized patient care equipment.
Highly effective interpersonal and verbal skills including courtesy, resourcefulness, and efficiency in answering questions, giving directions, locating appropriate hospital personnel and explaining hospital policies and procedures are necessary.
Ability to demonstrate positive guest relations while dealing with difficult guests, being courteous, and practicing effective listening and problem solving skills.
Ability to demonstrate knowledge and skills necessary to provide care appropriate to the age of the patients served on the assigned unit.
Ability to demonstrate knowledge and skills necessary to provide care appropriate to the patient population(s) served.
Ability to demonstrate knowledge of the principles of growth and development over the life span and ability to assess data reflective of the patient's requirements relative to his or her population-specific and age specific needs.

Nice To Haves

Bachelor’s degree preferred.
Experience in an acute care facility or equivalent is preferred.
Ability to facilitate system wide training sessions as a component of a UMMS Customer Service Program.

Responsibilities

Function as the central communication link between patients, UMROI, and the community.
Answer patient/family questions, receive and resolve complaints.
Assist with patient comfort needs and provide information regarding hospital stay.
Collect and report data regarding patients/families hospital stay and staff sensitivity.
Coordinate support services and facilities management for a comfortable and well-maintained environment.
Provide information to guests in accordance with established institutional policies and procedures.
Provide patients with information regarding hospital stay prior to admittance when requested, including arranging for information in appropriate language format for foreign patients.
Answer guest questions by providing information on hospital services, local events, and community activities.
Provide information regarding travel, lodging, and meal accommodations as requested.
Assure that assistance, escort, and parking services are provided to any guests as needed.
Act as a communication liaison between medical staff and family while patient is receiving treatment or undergoing procedures.
Accompany medical/ancillary staff on rounds and provide appropriate intervention when necessary.
Resolve customer issues in a timely and professional manner.
Resolve disputes and failures to provide reasonable service in the most expeditious manner possible.
Provide information and facilitate issues to resolution among various department heads and patient care services managers.
Develop and maintain a communication and record system for tracking complaints and collecting qualitative and quantitative data.
Coordinate support and facilities services to ensure that supplies, food, and services for patients are delivered in an appropriate and timely manner.
Maintain continuous knowledge of the condition of the environment on the unit and report adverse conditions.
Collaborate with other hospital services to ensure the appropriate level of cleanliness and safety on the unit and in public areas.
Perform minor housekeeping tasks as required.
Ensure that the proper healing environment is maintained.
Establish and maintain professional relationships with patients, families, peers, and other members of the health care team.
Attend all mandatory hospital in-services related to patient advocacy and the department.