Patient Advocate - St. Francis Medical Center

Bon Secours Mercy Health • Midlothian, VA

1d • $22 - $33

About The Position

The Patient Advocate works under the general direction of the Manager, Volunteer Services and Patient Relations. The role integrates hospital policy, quality improvement, and patient care issues across the organization to improve patient satisfaction and respond to patient concerns and grievances in accordance with CMS regulations.

Requirements

• Professional-level healthcare knowledge equivalent to completion of a bachelor's degree in nursing, or a bachelor's degree in another healthcare-related field such as social work, counseling, or psychology, or equivalent relevant work experience.
• Experience assessing and assisting with resolution of customer-relations issues using interpersonal, oral, and/or written skills with a variety of populations.
• Skills in critical and technical reading and the ability to write case notes, progress reports, and action plans.
• Ability to accurately document conversations and actions.
• Capacity to innovate and improvise to achieve effective solutions.
• Experience communicating with people from a variety of cultures and socioeconomic backgrounds.
• Experience developing rapport with patients, families, and the Care Team as a foundation for problem solving and conflict management or resolution.
• Basic computer literacy and ability to learn and use software and applications relevant to a hospital environment.
• Aptitude in de-escalation, crisis management, conflict resolution, arbitration, reflective listening, reframing and restructuring, assessing issues, and creating relevant solutions.

Nice To Haves

• Bachelor's degree in nursing is preferred.

Responsibilities

• Integrate hospital policy, quality improvement, and patient care issues across organizational sectors to improve patient satisfaction.
• Respond to patient concerns and grievances in accordance with CMS regulations.
• Assess customer-relations issues and assist with their resolution.
• Document conversations and actions accurately, and prepare case notes, progress reports, and action plans.
• Develop rapport with patients, families, and the Care Team to support problem solving and conflict management or resolution.

Benefits

• Competitive pay, incentives, referral bonuses, and a 403(b) with employer contributions when eligible.
• Medical, dental, vision, and prescription coverage; HSA/FSA options; life insurance; mental health resources; and discounts.
• Paid time off, parental and FMLA leave, short- and long-term disability, and backup care for children and elders.
• Tuition assistance, professional development, and continuing education support.

What This Job Offers

• Job Type: Part-time