Patient Advocacy Specialist

Major Responsibilities

Adds, coordinates, or refers all patient issues and concerns appropriately for resolution. Identifies and communicates issues to the appropriate departments for investigation and follow-up with patients.

Represents ALGH administration in the complaint resolution process and negotiates financial resolutions for patients' concerns.

Facilitates and supports investigations into the loss of missing patient articles, determining financial resolutions after investigation.

Facilitates the financial replacement of lost belongings as necessary.

Triage all incoming concerns (phone, walk-in, survey, and staff) to the appropriate department for response and resolution.

Communicates patient satisfaction information to administrators, managers, and supervisors.

Manages the patient relations database, entering issues and running reports.

Coordinates the flow and distribution of information to the ALGH Executive Committee, Administration, and department managers.

Assists departments in recognizing trends and working on process improvement plans to eliminate areas of customer dissatisfaction.

Sits on performance-improvement teams as necessary.

Recommends educational programs and training sessions to areas as needs are identified.

Models customer-focused behavior in all interactions.

Aids in the development of policies and procedures related to patient relations function.

Interpretive Support

Receives requests for interpreter assistance for non-English-speaking patients and coordinates contracted language or telecommunication interpreting services.

Creates and monitors reports to determine usage rates, trends, and volumes in ALGH language interpretation.

Assists as needed in filling requests for various patients/situations within the appropriate timeframes.

Oversees the usage of contracted language interpretation services for ALGH.

Institutes a diplomatic process for collaboration, feedback, and communication with all hospital staff.

Participates in annual evaluation of interpreter services.

Interpretive Support

Receives requests for sign language interpreting/deaf services and coordinates assignment with independent contractors, interpreters, and requesting area.

Collaborates with administrative coordinators to provide coverage 24 hours/day for scheduling interpreters for emergent needs.

Maintains an up-to-date list of qualified sign-language interpreters/independent contractors.

Schedules interpreters as needed by patients and medical staff for communication related to care or for care conferences.

Maintains billing from sign-language interpreters and authorizes payment of invoices.

Provides copies to the manager for expense tracking.

Maintains inventory and directs the delivery and training for TTD/TTY phones for patients' use in hospital.

Maintains database on interpreters needed to track costs and usage.

Responsible for Ongoing Education and Development

Participates in educational offerings and completes annual safety requirements.

Incorporates new skills into daily job accountability.

Maintains confidentiality and respects right to privacy.

Identifies and communicates quality, risk, and patient safety issues and opportunities to the manager.

Receives invoices, creates Accounts Payable vouchers, makes copies, and sends originals to Manager for approval.

Sensitive to and stays within the boundaries of the annual budget by keeping requests for spending to a minimum.

Education/Experience Required

Bachelor's degree or equivalent in healthcare field.

2+ years experience in healthcare field.

Knowledge, Skills & Abilities Required

Typing 35 wpm preferred.

Basic computer skills.

Excellent communication skills.

Excellent telephone manners.

Physical Requirements And Working Conditions

Able to handle multiple complex tasks due to turnaround times in getting interpreters/translators and issues resolved for patients.

Calm presentation for high, constant public contact and able to deal with irate patients.

Must be flexible with time; to ensure 24/7 coverage with page in collaboration with Administrative Coordinator.

Resilience and flexibility to work within a rapidly changing environment.

Expertise in relationship building.