Patient Advocate

Capital Health (US)•Hopewell, NJ

39d•$21 - $27•Onsite

About The Position

Capital Health is seeking a Patient Advocate to facilitate communication between providers, patients, and families regarding their plan of care and diagnosis. This role involves liaising with doctors, nurses, and administrators on the patient's behalf, interviewing patients and families to identify care-related problems, and coordinating hospital resources to meet patient and family needs. The Patient Advocate will also handle patient complaints, resolve issues, or escalate them to the Patient Experience Manager. Responsibilities include rounding on patients, explaining hospital policies and patient rights, and communicating outstanding issues to administration for resolution. The position requires excellent communication and customer service skills, with healthcare experience strongly preferred. Bilingual abilities (English and Spanish) and knowledge of medical terminology are preferred.

Requirements

High school diploma or GED.
Two years of relevant experience in guest relations, hospitality, or in a comparable customer-service oriented position.
Excellent ability to communicate effectively with all levels of the organization.
Excellent phone etiquette and phone communications skills.
Must possess strong customer service, communication, organizational & interpersonal skills.

Nice To Haves

Healthcare experience strongly preferred.
Bilingual (English and Spanish) preferred.
Knowledge of medical terminology preferred.

Responsibilities

Facilitates communication between providers, patients and families about their plan of care and diagnosis.
Liaises with doctors, nurses and administrators on the patient’s behalf.
Interviews patients and/or families to identify problems related to care and coordinates hospital resources to address patient/family needs.
Takes patients’ complaints and resolves issues or communicates to Patient Experience Manager for further investigation.
Rounds on patients as directed by Patient Experience Manager.
Communicates any outstanding issues to administration for resolution.
Explains hospital policies, procedures and patients’ rights to patients and their families.
Communicates effectively while being sensitive to an educationally and culturally diverse population.
Clearly communicates details of Advance Directives, living wills and durable powers of attorney for health care as requested and seeks expert resources as necessary.
Interacts with recently admitted patients, orienting them to the hospital room and hospital services, addressing any initial issues.
Maintains patient confidentiality and discretion.
Follows all the organization’s policies and procedures.
Works well in a fast-paced medical facility.
Remains calm during emotional conversations.
Builds strong relationships with patients and colleagues.
Fills in for Patient Experience Manager as needed.
Performs other duties as assigned.