Patient Advocacy Administrator, Patient Advocacy (40 hrs, Days)

Position Summary

About the role

Responsibilities

• Serve as liaison between patients, visitors and staff in expressions of commendation and concern.
• Investigate and respond to complaints and grievances regarding the care delivered at BMC.
• Serve as mediator.
• Facilitate family meetings, as appropriate.
• Serve as a resource to staff for patient rights and problem resolution.
• Provides prompt and appropriate investigation and response to patients, families, and/or significant others who have concerns or questions, including the review, referral and resolution of complaints.
• Serves as a resource to staff for patient rights, advanced directives, problem resolution, CARe process (Communication, Apology and Resolution) and patient advocacy.
• Represent the patient perspective on hospital committees.
• Identify trends relative to the overall patient experience at BMC--identify strengths as well as opportunities for improvement.
• Work collaboratively with several departments including Risk, Quality and Patient Safety to mitigate patient risk.
• Enter cases into the RL Solutions Feedback database.

Requirements

• Bachelor's degree (or equivalent combination of formal education and experience) required.
• Masters degree in Public Health, Social Work, Nursing or Psychology preferred.
• At least 2 -3 years customer service experience; experience in patient advocacy, nursing or social work preferred.

Qualifications

• Excellent English communication skills (oral and written).
• Bilingual skills appropriate to the patient population served, is a plus.
• Excellent interpersonal skills to instill confidence and to advocate for patients and their family.
• Patient-oriented demeanor that depicts concern and caring attitude towards all.
• Excellent listening skills, ability to diagnose problems, resolve conflict, and develop practical solutions.

Skills

• Excellent English communication skills (oral and written).
• Bilingual skills appropriate to the patient population served, is a plus.
• Excellent interpersonal skills to instill confidence and to advocate for patients and their family.
• Patient-oriented demeanor that depicts concern and caring attitude towards all.
• Excellent listening skills, ability to diagnose problems, resolve conflict, and develop practical solutions.

Benefits

Compensation Range: $53,000.00- $77,000.00

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being.

Note: This range is based on Boston-area data, and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans