Patient Advocate / Risk Management / FT/ Day

UHS•Amarillo, TX

66d•Onsite

About The Position

The Patient Advocate takes compliments, complaints, and grievances, and determines the appropriate review, resolution, and/or escalation within the organization to address feedback in accordance with hospital and regulatory guidelines. Partners with appropriate leadership departments, including Administration, Nursing, Physicians, Accreditation, Risk, and Quality, to ensure compliance when resolving concerns, and for providing recommendations to leadership about identified needs. Possesses skills in conflict resolution and has the ability to deal effectively with various personalities. Responsible for keeping all information confidential. Patient Advocate is also responsible for assisting in the identification and investigation of Risk Management concerns and process. The Patient Advocate supports an organizational culture for Service Excellence and practices the Service Excellence standards to customer groups.

Requirements

High School Diploma or equivalent.
Knowledge of general clinical practices, including medical/clinical knowledge required.
Office Management, database Management, computer skills and knowledge of Microsoft Office.
Excellent verbal and written communication skills.
Excellent customer service skills: phone support, face-to-face support, frontline support
Ability to adapt to multiple and changing priorities.
Must be able to effectively listen and communicate with people while maintaining an objective and non-judgmental attitude.
Must have knowledge of performance improvement/quality principles and competency-based training.
Ability to read, write, and converse in English.
Ability to communicate with patients, families, staff, physicians, support agencies, vendors and others.
Ability to remain calm and composed under stress.
Ability to respond to pages, telephones, and other auditory stimulation.
Ability to walk for long periods of time within all areas of the hospital.
Ability to sit at a desk or computer for lengthy periods of time.
Ability to repeatedly twist, squat and stoop.
Bending, lifting (minimum of 25 pounds), grasping, fine hand coordination, pushing, and pulling.
Ability to understand and interpret financial data, machines, etc. in order to resolve a customer complaint.

Responsibilities

Exhibits initiative in the patient advocacy role by implementing a process to facilitate data gathering on patient and family perceptions of care and services provided. This initiative also includes an effective and timely process for problem identification, problem solving, and conflict resolution throughout the hospital system. Data will be aggregated and reported to appropriate persons in order to identify opportunities for improvement in care delivery and services.
Exhibits skills in the patient advocacy function by promoting the service excellence standards while performing patient visitation, conflict resolution with customers, and offering educational opportunities to improve the perception of care and services provided