Patient Advocacy Specialist

Major Responsibilities

• Engage with patients, guests, and associates to achieve excellent service levels and ensure compliance with organizational vision and regulatory agencies.
• Provide advocacy for patients and their families, offering a non-biased, empathetic, welcoming, and efficient presence.
• Initiate service recovery processes when necessary, assessing situations as grievances or complaints based on CMS/IDPH regulations and organizational policies.
• Visit patients in person on inpatient floors and outpatient areas as needed or requested to engage them in conversation and address issues.
• Perform service recovery tasks, including listening to patient difficulties, apologizing for errors, escalating needs to high priority, and more.
• Proactively seek opportunities to address patient needs.
• Facilitate the lost belongings recovery process.
• Respond promptly to all voice mail, incoming calls, walk-ins, correspondence, and Rapid Response Code H.
• Establish relationships with patients/guests via phone and in person by listening to their concerns and initiating the resolution process.
• Work as a mediator with patients and family members, partnering with clinical staff to diffuse potential liability cases.
• Manage real-time/point-of-care grievances and complaints, classifying them for obtaining, monitoring, and acting on customer feedback.

Education/Experience Required

• Associate Degree or equivalent
• 5 years of experience in customer service and healthcare settings

Education/Experience Preferred

• Expertise with interpersonal and customer service skills
• Basic computer skills in Microsoft Office Suite
• Good conflict management skills
• Ability to work independently and creatively
• Comfortable working in a diverse environment
• Outstanding interpersonal and service recovery skills
• Excellent organizational skills and detail orientation
• Professional appearance and demeanor
• Outstanding interpersonal and service recovery skills
• Willingness to handle high levels of stress and diverse interactions

Physical Requirements and Working Conditions

• Excellent organizational skills and detail orientation
• Professional appearance and demeanor
• Outstanding interpersonal and service recovery skills
• Ability to handle high levels of stress
• Willingness to do whatever it takes to get the job done
• Ability to lift up to 35 pounds without assistance
• Use of patient handling equipment for patient lifts over 35 pounds or when patient is unable to assist
• Assessment of unique patient lifting/movement situations on a case-by-case basis