Patient Experience Advocate

Kaweah Delta Health Care District•Visalia, CA

20h•Onsite

About The Position

Kaweah Health is a publicly owned, community healthcare organization that provides comprehensive health services to the greater Visalia area in central California. With more than 5,000 employees, Kaweah Health provides state-of-the-art medicine and high-quality preventive services in our acute care hospital, specialized health centers and clinics. Our eight-campus healthcare district has 613 beds and offers comprehensive health services across a broad continuum of care. It takes a special person to work for Kaweah Health. We serve a region where the needs are great, which makes the rewards even greater. Every day, we care for people facing unique challenges and in need of healing. Throughout it all, our focus is to make a difference, and we do — in the health of our patients, our loved ones, and our community. Assists the Director of Patient and Community Experience in building strategies and programs that will drive a patient-centered culture. By engaging with patient and families, this position will serve as an advocate, mediator, and resource for all experience concerns. The Patient Advocate will act as a liaison between the hospital departments and the patients and families to bring about the most effective and positive hospital experience. It will assist the Director and organization with performance improvement measures and initiatives and programs related to patient experience enhancement opportunities.

Requirements

At least three years of experience in a healthcare setting, hospitality-focused setting or applicable customer service.
Strong interpersonal skills and customer service skills.
Strong proficiency in Microsoft Office (Word & Excel) and an ability and willingness to learn new systems and programs.
Ability to work independently, follow through, and handle multiple tasks simultaneously.
Ability to work collaboratively with a culturally diverse staff and patient/family population demonstrating tact and sensitivity in stressful situations.
Ability to communicate effectively in both oral and written form.
This position requires the ability to interact positively, constructively, and effectively with professional staff, providers, and organizational stakeholders.
Strong organizational, multi-tasking, and time management abilities
Must be motivated and have a positive mindset
Be able to demonstrate experience in managing conflict or performing conflict resolution.

Responsibilities

Helps leaders design and implement policies and procedures that create exceptional patient and family experiences.
Helps create a bridge between patients, families, visitors and Kaweah Health caregivers.
Supports staff in regards to service recovery.
Does daily rounds on patients on the inpatient units.
Assures services are in place and inclusive to meet the unique needs of patients and families.
Assists in creating patient experience education/training/coaching for all Kaweah Health leaders and staff to proactively design and promote better patient experiences within our units, departments, and clinics; is a liaison to drive and implement best practices.
Acts as an advocate for patient-centered care and drives a culture that invites patient and families to partner and participate in care and decision-making.
Listens to patient concerns and communicates special needs of patient/family/visitor with staff and administration when appropriate.
Advocates for respect and rights of all patients.
Communicates information about Kaweah Health’s policies and procedures, informing patient, families, and other guests of hospital services available to them, i.e. interpreter services, chaplain services, parking areas, etc.
Works in partnership with leaders and staff to resolve issues or complaints through early intervention and problem resolution.
Collaborates with the departments, service lines, and unit leaders to ensure care is consistently patient and family centered.
Documents and reports patient and visitor compliments and concerns to leadership.
Identifies areas for improvement as they emerge and drives positive change by promoting best practices.
Works with Human Resources to utilize hospital volunteers to create a hospitality culture where patients and families feel welcome and seen upon arrival and throughout their stay.
Reviews patient experience data and assists the Director of Patient and Community Experience with helping units identify opportunities based off the results of the experience surveys unique to each unit.
Demonstrates the knowledge and skills necessary to provide care and services appropriate to the population served on the assigned unit or work area.
Performs other duties as assigned.