Patient Advocate

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Job Type: Regular

Time Type: Part time

Work Shift: Day (United States of America)

FLSA Status: Exempt

Part Time – 16 hours a week, two 8-hour shifts, 8am-4:30pm.

The Patient Advocate will support service excellence, complaint/grievance management, and patient satisfaction initiatives. Responsibilities include investigating, resolving, documenting, and reporting patient and visitor complaints, and providing staff with strategies to improve service outcomes.

Reports to: Patient Relations Manager

Job Description:

Duties and Responsibilities:

1. Facilitates resolution of complaints and documents information into hospital database.
2. Ensures compliance with regulations regarding complaint investigations.
3. Conducts rounds to assess satisfaction, safety, and recovery.
4. Communicates with patients, visitors, physicians, and leadership to ensure policy compliance.
5. Interacts positively with staff to improve customer service.
6. Assists with implementation of regulations and quality programs.
7. Supports patient satisfaction and service programs.
8. Creates educational programs for staff.
9. Supports proactive service recovery efforts.
10. Provides emotional support and facilitates access to resources for patients and families.
11. Coordinates family meetings for grievances.
12. Reports findings and recommendations to leadership.
13. Participates in policy development and service excellence initiatives.

Knowledge, Skills, and Abilities:

• Strong customer service and interpersonal skills.
• Excellent analytical, communication, and presentation skills.
• Proficient in Windows and Microsoft applications.
• Ability to work independently and as part of a team.
• Ability to handle difficult situations with tact and diplomacy.
• Knowledge of healthcare regulations and patient rights.

Experience:

Supporting culture change, service initiatives, process improvement, and project management.

Education:

Bachelor’s degree required; healthcare-related preferred.

Additional:

De-escalation training preferred. All staff must be vaccinated against influenza and COVID-19.

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