Patient Advocate

Trinity Health

11d • Onsite

About The Position

An integral member of the hospital-wide service quality improvement program which addresses the needs of the hospital’s internal and external customers. Serves as a liaison between patients and visitors and St Mary Medical Center leadership, functioning as the "face" of SMMC’s Service Recovery in the moment and in coordinating appropriate and timely follow-up from individual department leaders with a single organizational reply. Assists leadership with identification and investigation of service quality issues. Responsible for the day-to-day support of the organization's goal to create a culture of exceptional service. Responds to and manages complaints/concerns and written grievances regarding care experiences in collaboration with Risk Management under all federal, state, and accrediting body regulatory guidelines. Supports and promotes all initiatives of the Office of Patient & Family Experience and support the Mission of Trinity Health and St Mary Medical Center.

The Patient Advocate is charged with helping a patient’s hospital journey go as smoothly as possible by acting in the best interest of the patient. Core values and consideration are the cornerstones of patients’ rights. The Patient Advocate will investigate and manage complaints by patients, their families, visitors and other healthcare consumers and work with all necessary parties toward resolution. The Patient Advocate will comply with federal regulations from HIPAA, CMS guidelines and various patients’ rights law. An advocate is called upon to intervene in crisis situations and negotiate resolutions between conflicted parties. An advocate operates within an ethical construct, seeks to promote the interest of the patient first and foremost, and then seeks to promote relationships between colleagues and patients. These efforts lead to a more positive and individualized healthcare experience, recognizing the diversity and uniqueness of each person. The advocate proactively communicates and demonstrates the concern and responsiveness of St. Mary Medical Center. The Patient Advocate will work closely with the nursing leadership, physician, nursing staff and other clinical and non-clinical members of hospital team to investigate all complaints with the intent of resolution. Chaplains may be called in to discuss underlying spiritual or emotional issues with the patient and/or nurse.

Requirements

• High school diploma required.
• Bilingual a plus
• must possess self-motivation, excellent interpersonal and communication skills.
• Proficiency in the Microsoft Office software, including Excel, Word and PowerPoint and other technical equipment.
• Experience in demonstrated mediation, conflict resolution and crisis intervention skills required

Nice To Haves

• Bachelor's or Associate's Degree strongly preferred.

Responsibilities

• Serves as the "face" of SMMC’s Service Recovery in the moment and in coordinating appropriate and timely follow-up from individual department leaders with a single organizational reply.
• Assists leadership with identification and investigation of service quality issues.
• Responds to and manages complaints/concerns and written grievances regarding care experiences in collaboration with Risk Management under all federal, state, and accrediting body regulatory guidelines.
• Supports and promotes all initiatives of the Office of Patient & Family Experience and support the Mission of Trinity Health and St Mary Medical Center.
• Investigate and manage complaints by patients, their families, visitors and other healthcare consumers and work with all necessary parties toward resolution.
• Comply with federal regulations from HIPAA, CMS guidelines and various patients’ rights law.
• Intervene in crisis situations and negotiate resolutions between conflicted parties.
• Promote the interest of the patient first and foremost, and then seeks to promote relationships between colleagues and patients.
• Proactively communicates and demonstrates the concern and responsiveness of St. Mary Medical Center.
• Work closely with the nursing leadership, physician, nursing staff and other clinical and non-clinical members of hospital team to investigate all complaints with the intent of resolution.
• Chaplains may be called in to discuss underlying spiritual or emotional issues with the patient and/or nurse.

Benefits

• Comprehensive benefit packages, including medical, dental, vision, mental health, paid time off, 403B, education assistance and voluntary benefits (pet insurance, accident insurance, hospital indemnity and others) available from the first day of employment.
• Work/Life balance with flexible schedules.
• Free onsite parking.
• Referral Rewards Program

What This Job Offers

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