HYBRID Patient Advocate, Corporate, PT, Day 830am-1230pm

Prisma Health•Greenville, SC

5h•Hybrid

About The Position

Represents Prisma Health with patients, families, and visitors in responding to concerns. Partners with senior patient advocates, patient safety, quality and risk management to address more clinically focused and complex concerns. Coordinates the resolution of complaints and grievances with leaders and physicians across the continuum of care including acute, post-acute, and ambulatory care settings in compliance with CMS guidelines and other regulating bodies. At all times, models exemplary patient experience and professionalism. This is a Hybrid, Part-Time position, Monday-Friday, 9:00 a.m. - 1:00 p.m.

Requirements

Bachelor's degree in Psychology, Social Work or other related field of study.
Three (3) years of Customer Service, Patient Advocacy, Conflict Management, and/or Healthcare Experience.
In lieu of a bachelor's degree equivalent combination of work and academic experience may be considered.
Strong interpersonal communication skills (written and verbal)
Strong time management and organization skills
Basic knowledge of CMS Conditions of Participation
Ability to handle multiple projects in a face paced environment
Confident positive attitude
Appreciation of diversity and multiculturalism
Ability to work independently and build working relationships throughout the organization
High Emotional Intelligence
Ability to juggle between local and corporate responsibilities
Knowledge of office equipment.
Proficient computer skills
Data entry skills
Math skills

Responsibilities

Responds to concerns received via phone, in person and in writing.
Coordinates prompt, sensitive, and professional resolution to each concern, tracking and monitoring actions taken by those involved in investigating the complaint.
Partners with patient safety, quality and risk management to address more clinically focused complaints and grievances.
Ensures all regulatory guidelines are followed.
Appropriately tracks concerns in the electronic event reporting system.
Produces applicable reports to track progress.
Serves as a liaison between providers, team members and patients/families to facilitate two-way communication, support, and information.
Responds to difficult situations with patients/families across the continuum of care using service recovery methodologies such as de-escalation to resolve concerns.
Effectively coach leaders and team members in service recovery methodologies to reinforce the importance of resolving concerns at the point of care.
Is self-motivated, meets deadlines, and is highly reliable in keeping assigned meeting times with teams and leaders on a regular cadence.
High degree of self-awareness with the ability to adapt to an individual's or group's needs by meeting them where they are.
Models exemplary patient experience and professionalism at all times.
Effectively teams across the organization, while demonstrating characteristics that support a psychologically safe environment.
Participates in Patient Family Advisory Councils and organizational committees as assigned.
Performs other duties as assigned.