Patient Advocate

Carilion Clinic • Roanoke, VA

4d • $17 - $24 • Onsite

About The Position

The Patient Advocate provides frontline risk management by receiving, investigating, and resolving or escalating complaints and grievances from patients, family members, and visitors. The role uses independent judgment to select appropriate management approaches and supports Carilion Clinic staff by facilitating communication between staff, patients, and families and acting as a liaison when appropriate.

The Patient Advocate documents complaints and actions taken, investigates concerns in coordination with affected departments, and determines whether cases should be resolved, escalated, or closed. The role also supports complex cases and service recovery, educates and assists patients, families, visitors, providers, and staff, and collaborates with healthcare teams, regulatory agencies, and other organizations. The position reports complaint and grievance information to leadership and the Grievance Committee as needed.

Requirements

• High school diploma or GED.
• At least 1 year of experience in a patient care or customer service area.
• Maintain Notary Public designation.
• Effective interpersonal, communication, and teamwork skills.
• Demonstrated history of compliance and confidentiality.
• Ability to communicate effectively in challenging situations, including interactions with state, legal, and other representatives as a frontline contact.
• Proficiency with Microsoft Office.

Nice To Haves

• Five years of experience in Service Recovery or Dispute Resolution may be considered.
• Alternatively, 3,000 hours or 50 percent of full-time job duties within the last 3 years dedicated to healthcare risk management in a healthcare setting or with a healthcare-industry service provider (such as a consultant, broker, or attorney) may be considered.

Responsibilities

• Apply communication skills, de-escalation techniques, and resolution strategies to patient, family, and visitor complaints and grievances.
• Receive and process complaints through calls, letters, visits, or other notifications, and report potential claims to the appropriate Patient Advocacy leader as needed.
• Maintain thorough and precise documentation of identified issues and actions or resolutions in compliance with regulatory requirements.
• Serve as a patient liaison for Treatment Appropriateness Review Committee (TARC) and Synchronized Ongoing Support (SOS) complex cases requiring significant management.
• Investigate complaints with managers and directors of affected areas, including speaking with caregivers or other staff involved in patient care.
• Determine event locations, request medical records, and obtain patient releases to access outside medical records when necessary.
• Meet with patients, families, and other involved persons to investigate complaints and concerns.
• Determine whether complaint responses are complete and forward information to the Clinical Risk team for final review.
• Determine appropriate complaint or grievance disposition, including resolution, escalation, or response and closure, and coordinate with internal and external resources as needed.
• Provide education and support through regular rounding in clinical areas and practice sites; use a rounding tool to document feedback.
• Educate and orient staff about the Department of Patient Advocacy and provide other educational opportunities as appropriate.
• Collaborate with healthcare team members, regulatory agencies, and third-party organizations to help patients and families navigate the healthcare system.
• Provide complaint and grievance information to the Director for monthly Grievance Committee reports and report specific issues or initiatives directly to the committee as needed.
• Escort patients, employees, or families to appropriate locations and support Guest Services as appropriate.
• Act as a patient liaison in systemwide service recovery, including at ambulatory sites and community hospitals, and partner with community-hospital Quality Directors to resolve complaints and grievances.
• Stay informed about proposed regulatory and process changes.

Benefits

• Comprehensive medical, dental, and vision benefits.
• Employer-funded pension plan, vested after five years.
• Voluntary 403B.
• Paid time off accrued from day one.
• Onsite fitness studios and discounts to Carilion Wellness centers.
• Access to the Personify Health health and wellness app.
• Childcare discounts.
• Continued education and training.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED