Patient Advocate Cabarrus Emergency Department

American Addiction Centers•Concord, NC

4d•Onsite

About The Position

The Patient Advocate will provide assistance to guests throughout the facility, offering directions, locating patients, and identifying hospital amenities. This role involves communicating courteously and effectively, ensuring information is clear and precise, and listening to complaints with a calm and positive demeanor. The Patient Advocate will give personal attention, take responsibility, and use teamwork to provide guest service, responding promptly to requests and identifying patient and family needs. This may include services for patients and families under the Americans with Disabilities Act (ADA) and those with limited English proficiency (LEP), utilizing cost-effective measures to meet these needs and improve customer service. The role also includes supervising waiting rooms, maintaining knowledge of family member locations, facilitating communication between families and healthcare professionals, assisting families in locating patients, communicating condition reports per departmental policy, and maintaining a clean and safe environment in family waiting areas. The Patient Advocate will respond to emergency, crisis, and disaster situations as directed, maintain appropriate training related to Service Excellence and Performance Improvement Initiatives, and collect data to identify areas needing improved customer service. They will assist leaders with recommendations to change facility and departmental policies and procedures, accurately record and submit documentation for services provided, and assist leaders with the ongoing evaluation of the Guest Relations Program. Maintaining close communication with the Guest Relations Manager regarding the department and problem areas, and requesting assistance as needed are also key responsibilities. Additionally, the Patient Advocate will perform notarizations for Healthcare Power of Attorney, Living Wills, and other pertinent healthcare documents as appropriate, following applicable state Notary Laws and Regulations.

Requirements

High School diploma or equivalent required.
Must have the ability to clearly communicate in English.
Intact sense of sight and hearing is required.
Must be able to be mobile within the entire healthcare provider system.

Nice To Haves

Bachelor's degree preferred.
Experience in healthcare and/or customer service preferred.
Equivalent combination of education and experience will be considered.

Responsibilities

Provides guests with assistance throughout the facility: directions, patient locations, location of hospital amenities.
Communicates in a courteous and effective manners; ensures the information is communicated in a clear and precise manner while confirming the guests understanding of the information provided; listen to complaints with a calm, composed and positive demeanor.
Gives personal attention, takes personal responsibility and uses teamwork when providing guest service; responds promptly to patient, family and staff requests; assists in the identification of patient and family needs and secures appropriate referrals, solutions and services to the identified needs; may include services for patients and families under the Americans with Disabilities Act (ADA) and those with limited English proficiency (LEP); considers and utilizes the most cost-effective measures to meet these needs and improved customer service.
Supervises waiting rooms as requested; Maintains knowledge of the location of family members and facilitates communication between the family and healthcare professionals; assists the family in locating the patient as he/she moves through the healthcare system; communicates condition reports to callers per departmental policy; maintains a clean and safe environment in the family waiting areas by utilizing Environmental and Security Services.
Responds as directed to all emergency, crisis and disaster situations.
Maintains appropriate training related to Service Excellence and Performance Improvement Initiatives.
Collects data and documentation that assists in the identification of areas needing improved customer service.
Assists leaders with recommendations to change facility and departmental policies and procedures.
Accurately records and submits all documentation/statistical reports for services provided to patients and families; includes transportation vouchers, bus passes, emergency clothing.
Assists leaders with the ongoing evaluation of the Guest Relations Program, customer satisfaction, development of personal and departmental educational plans and quality management guidelines.
Maintains close communication with the Guest Relations Manager regarding the Guest Relations Department and problem areas; requests assistance as needed from the Guest Relations Manager and Supervisors for additional personnel or resources.
Performs notarizations for Healthcare Power of Attorney, Living Wills and any other pertinent healthcare document as appropriate following applicable state Notary Laws and Regulations.

Benefits

Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program