Administrative Assistant - Patient Advocate- Richmond Community Hospital

This role combines patient advocacy responsibilities with administrative office support to ensure optimal office operations are delivered with professionalism and service excellence. The individual assists patients in navigating healthcare services, resolving concerns, coordinating appointments, maintaining records, and supporting daily administrative activities.

Requirements

• High School degree required; Associate’s or bachelor’s degree in business administration, Communications, Social Work, or related field preferred
• Minimum of 1 year of experience in patient services, customer service, or healthcare office settings
• Experience assessing and solving problems with diverse groups of internal and external callers and visitors
• Experience in conflict management
• Previous administrative/secretarial work experience handling details such as preparing reports by combining confidential data from several sources
• Proficiency with Microsoft Office, Teams, and Outlook; ability to learn additional software programs
• Ability to proofread reports, oversee maintenance of record keeping and filing systems

Responsibilities

Patient Advocate

• Receives concerns and inquiries from patients, families, visitors, hospital staff, and physicians
• Follows all regulatory and internal processes to ensure the best experience and/or service recovery
• Refers unresolved or formal patient complaints to appropriate internal points of contact (administration, risk management, department manager, quality, pastoral care, physicians) for awareness, input, or response as needed; follows up to ensure responses are shared with leadership
• Provides appropriate feedback to the person who reported the concern
• Ensures all documentation of concerns is added to documentation software in a timely manner using professional, unbiased language
• Ensures written communication and documentation is professional in appearance and grammatically correct
• Assists patients in understanding their rights and responsibilities through discussion of written information, including the Patients’ Rights and Responsibilities statement
• Establishes and utilizes the concern monitoring system to understand trends and system problems; makes recommendations for improvement
• Maintains confidentiality as defined by hospital policy
• Participates with interdepartmental teams to reduce patient concerns across department lines
• Makes daily rounds of inpatient and outpatient areas, as assigned, to talk with patients, families, and staff in resolution of immediate concerns and create an atmosphere of caring
• Recommends policy and procedure changes to improve quality of care for patients, families, and visitors
• Serves as a resource person to hospital committees as requested
• Reports all known/observed incidents/occurrences to the appropriate supervisor to ensure an occurrence report is completed
• Demonstrates and promotes Service Excellence in all interactions with volunteers, staff, patients, and patients’ families
• Provides training, scheduling, and counseling of Patient Advocate volunteers

Administrative Assistant

• Prepares correspondence, reports, presentations, meeting agendas, and meeting minutes
• Coordinates departmental meetings, committee meetings, and leadership calendars
• Schedules appointments, conferences, educational sessions, and special events
• Maintains confidential files, records, and departmental databases
• Compiles, analyzes, and prepares patient experience metrics, departmental reports, and quality dashboards
• Proofreads and edits reports, policies, presentations, and communications for accuracy and professionalism
• Assists with department budgeting, purchasing requests, invoices, and expense tracking as assigned
• Coordinates volunteer schedules, onboarding documentation, and educational materials for Patient Advocate volunteers
• Manages incoming telephone calls, visitors, email correspondence, and departmental communications
• Organizes and maintains electronic and paper filing systems
• Assists leadership with special projects, accreditation preparation, regulatory surveys, and performance improvement initiatives

Other Job Functions

• Assumes and completes other projects/requests assigned by the Director of Outpatient Infusion Center
• Accepts other duties as assigned by the Director of Outpatient Infusion Center

Pay

Range: $22.02 – $33.04 per hour

Benefits

• Competitive pay, incentives, referral bonuses, and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources, and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development, and continuing education support