Patient Relations Advocate - Community Hospital North

Community Health Network • Indianapolis, IN

3d • Onsite

About The Position

The Patient Relations Advocate acts as a liaison between Community Health Network patients, family members, or visitors to capture the voice of the healthcare consumer and share these experiences with network representatives. The Advocate works to communicate face-to-face, by phone, and by written or electronic communication means as an input and output of feedback and must have excellent communication skills. Processing feedback from healthcare consumers is managed by the Advocate to maintain compliance with regulatory bodies, support review efforts, and coordinate alongside leaders the service recovery efforts when applicable. The Advocate is an integral part of the assessment and consult to ensure Community Health Network is actively listening and interpreting what the healthcare consumer is sharing with our teams as we improve processes designed to enhance the health and well-being of the communities we serve.

Requirements

• Five (5) or more years of customer service experience.
• Bachelor’s Degree (Clinical, Business, Psychology, Sociology, etc.).
• Exceptional communication, relationship, and analytical skills for telephonic and email transactions.
• Ability to communicate effectively with patients, families, staff, and physicians, to build relationships, problem solve and provide an exceptional experience.
• Strong interpersonal skills and empathy.
• Strong problem-solving aptitude, motivated to solve issues on first contact.
• Working knowledge of patient billing in EMR applications.

Nice To Haves

• Community Health Worker Certification preferred.

Responsibilities

• Acts as a liaison between patients, family members, or visitors and network representatives.
• Captures the voice of the healthcare consumer and shares these experiences.
• Communicates face-to-face, by phone, and by written or electronic communication means.
• Processes feedback from healthcare consumers to maintain compliance with regulatory bodies.
• Supports review efforts and coordinates service recovery efforts with leaders.
• Assesses and consults to ensure the network is actively listening and interpreting consumer feedback.
• Improves processes designed to enhance the health and well-being of the communities served.
• Advocates for the best possible care, outcomes, and patient/family expectations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees