Patient Advocate
About The Position
The Patient Advocate is responsible for coordinating patient and family advocacy services by serving as the primary point of contact for compliments, complaints, and formal grievances across the health system. The advocate utilizes independent judgment on complex multi-departmental cases and facilitates timely, professional, and compassionate communication between patients, families, and organizational leadership to support effective resolution of concerns. The advocate is also responsible for intake, documentation, triage, and tracking of patient grievances and complaints in accordance with regulatory requirements and organizational standards. The advocate serves as liaison authority with Legal Counsel, Risk Management, and Patient Safety for unanticipated outcomes and pre-litigation matters, as well as ensures appropriate routing and escalation of concerns to clinical leadership, Risk Management, Compliance, Legal, and other departments as needed. In addition, the advocate supports the organization in mitigating risk by providing advanced service recovery support for escalated patient and family concerns, including real-time de-escalation, facilitation of difficult conversations, and coordination of follow-up communication between stakeholders.
Requirements
- Associate degree in a relevant field of study (bachelor's preferred). Additional relevant experience can be considered on a year-for-year basis in lieu of the degree requirement.
- Minimum of two (2) years of customer service experience within a strong customer interaction environment.
- Experience in crisis management and/or conflict resolution or other relevant experience within a healthcare setting.
Nice To Haves
- Previous healthcare experience working in a hospital-based patient relations capacity.
- Experience supporting or coordinating resolution of complex or sensitive concerns.
- Demonstrated ability to meet and communicate with the public in a courteous and professional manner.
- Ability to establish and maintain effective working relationships.
- Familiarity working with multidisciplinary teams, including clinical, non-clinical, and administrative leadership.
- Strong computer skills, documentation, and organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Basic understanding of medical terminology.
Responsibilities
- Serve as the primary point of contact for compliments, complaints, and formal grievances across the health system.
- Utilize independent judgment on complex multi-departmental cases.
- Facilitate timely, professional, and compassionate communication between patients, families, and organizational leadership.
- Support effective resolution of concerns.
- Responsible for intake, documentation, triage, and tracking of patient grievances and complaints in accordance with regulatory requirements and organizational standards.
- Serve as liaison authority with Legal Counsel, Risk Management, and Patient Safety for unanticipated outcomes and pre-litigation matters.
- Ensure appropriate routing and escalation of concerns to clinical leadership, Risk Management, Compliance, Legal, and other departments as needed.
- Provide advanced service recovery support for escalated patient and family concerns, including real-time de-escalation, facilitation of difficult conversations, and coordination of follow-up communication between stakeholders.
Benefits
- Total Rewards Package
- Paid Time Off (start earning PTO on day one of employment)
- Tuition Reimbursement
- Discounted Medical, Prescription, Dental, Vision Benefit Plans for Full & Part-Time Employees
- Flexible Spending Accounts (Health Care and Dependent Care) - Pre-Tax Dollars
- Life Insurance
- Competitive rates
- Bonuses offered
- Disability Insurance
- Retirement Savings Plan: 403b
- Discounted Child Care & Before and After School Program and Summer Camp!
- Bereavement Leave
- Free Parking
- On Campus Dining w/ a 10% discount
- Credit Union w/ teller machines on campus
- Direct Deposit
- Free Wellness Screening
- Free confidential counseling services
- Employee Discount Programs
- Recognition Programs
- Referral Programs
- Tremendous growth opportunities for hard workers!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
