Patient Advocate

Emory Healthcare•Atlanta, GA

About The Position

The Patient Advocate II manages the investigation, management, regulatory compliance and resolution of complaints and grievances. RESPONSIBILITIES: Collaborates with team members across the system and external resources to support service facilitation requests on behalf of patients, families, leadership, physicians and staff In compliance with regulatory guidelines, resolves quality of service and quality of care complaints and grievances on behalf of Emory Healthcare Firmly adheres to federal regulations and Emory Healthcare policies related to the rights and responsibilities of the patient and their representatives, including HIPAA, non-discrimination policies and workplace violence Patient Advocate 2 serves in advisory role to share the voice of the patient, identify barriers to service, regulatory compliance and support patient experience strategy Responsible for timely, accurate, and thorough documentation of investigations and resolutions in the event management system Demonstrates leadership skills in committees and improvement projects to improve patient experience Performs daily rounds in designated areas and partners with clinical teams to address questions, concerns and resolution of requests and performs routine rounds of common areas and reports facility and safety issues needing attention Manages complex cases with interdisciplinary teams and responds to cases that are escalated to senior leaders Successfully engages with multiple levels of leadership to assesses case consequences, makes recommendations based on investigation and advises on timely resolution for complaints and grievances Works with risk management, quality department, social services, chaplaincy, physicians, public safety, executive administration and financial services on appropriate written and verbal responses to patient grievances Convenes and facilitates multi-disciplinary groups and arranges family meetings as needed for resolution of complaints and grievances Works closely with risk managers to identify and investigate matters that have the potential to become a claim or a lawsuit

Requirements

3-5 years experience of customer service or case management experience
Healthcare experience working with clinical teams and/or patients preferred
Demonstrated conflict management and problem solving skills
Telecommunication skills and proficiency using multi-line phone and cell phone
Bachelor's Degree in healthcare preferred
Associate degree or case management / customer service experience
Any combination of education and experience considered

Nice To Haves

Healthcare experience working with clinical teams and/or patients preferred
Bachelor's Degree in healthcare preferred

Responsibilities

Collaborates with team members across the system and external resources to support service facilitation requests on behalf of patients, families, leadership, physicians and staff
In compliance with regulatory guidelines, resolves quality of service and quality of care complaints and grievances on behalf of Emory Healthcare
Firmly adheres to federal regulations and Emory Healthcare policies related to the rights and responsibilities of the patient and their representatives, including HIPAA, non-discrimination policies and workplace violence
Patient Advocate 2 serves in advisory role to share the voice of the patient, identify barriers to service, regulatory compliance and support patient experience strategy
Responsible for timely, accurate, and thorough documentation of investigations and resolutions in the event management system
Demonstrates leadership skills in committees and improvement projects to improve patient experience
Performs daily rounds in designated areas and partners with clinical teams to address questions, concerns and resolution of requests and performs routine rounds of common areas and reports facility and safety issues needing attention
Manages complex cases with interdisciplinary teams and responds to cases that are escalated to senior leaders
Successfully engages with multiple levels of leadership to assesses case consequences, makes recommendations based on investigation and advises on timely resolution for complaints and grievances
Works with risk management, quality department, social services, chaplaincy, physicians, public safety, executive administration and financial services on appropriate written and verbal responses to patient grievances
Convenes and facilitates multi-disciplinary groups and arranges family meetings as needed for resolution of complaints and grievances
Works closely with risk managers to identify and investigate matters that have the potential to become a claim or a lawsuit