Patient Advocate

Job Description

Provides support and resources to patients and families to help them navigate the healthcare system. Participates in performance improvement initiatives related to patient care and satisfaction. Performs other duties as assigned.

Responsibilities

• Initiates visits with patients to assess their perception of hospital services and discusses any issues they may have.
• Works with nursing staff to rectify issues presented by patients in real time.
• Directs complaints and grievances received from patients or family members after discharge for assessment, processing and resolution.
• Facilitates the grievance process according to CMS regulations and hospital policies, ensuring compliance with relevant standards.
• Serves on committees related to Patient Rights, Customer Service, and Patient Satisfaction as needed.
• Acts as a liaison between patients, families, and hospital staff to address and resolve concerns.
• Documents and tracks patient complaints and grievances to identify trends and areas for improvement.
• Collaborates with various departments to enhance patient experience and satisfaction.

Requirements

• Ability to read, write, and follow instructions in English.
• Good oral communication skills.
• Excellent customer service skills.
• Excellent organization and people skills.
• Strong service skills and ability to communicate sensitively and effectively across various situations and personality types.
• Empathetic nature with a distinct ability to provide top-tier service consistently.
• Ability to build trust, rapport, and work in a supportive way to troubleshoot and resolve issues.
• Ability to handle stressful situations, work with a sense of urgency, manage multiple projects, and be flexible and adaptable to change.
• Strong writing skills for effective communication.
• Understanding of medical terminology.
• Planning and organizational skills, with an emphasis on appropriate documentation.
• Ability to recognize and safeguard confidential information, adhere to HIPAA guidelines, and maintain superior discretion.
• Results-oriented, with creativity and the needs of the customer guiding actions.
• High degree of self-awareness.
• Motivation driven by a passionate desire to enhance and improve patient outcomes.
• Experience in customer service within a digital environment.

Skills

• Ability to read, write, and follow instructions in English.
• Good oral communication skills.
• Excellent customer service skills.
• Excellent organization and people skills.
• Strong service skills and ability to communicate sensitively and effectively across various situations and personality types.
• Empathetic nature with a distinct ability to provide top-tier service consistently.
• Ability to build trust, rapport, and work in a supportive way to troubleshoot and resolve issues.
• Ability to handle stressful situations, work with a sense of urgency, manage multiple projects, and be flexible and adaptable to change.
• Strong writing skills for effective communication.
• Understanding of medical terminology.
• Planning and organizational skills, with an emphasis on appropriate documentation.
• Ability to recognize and safeguard confidential information, adhere to HIPAA guidelines, and maintain superior discretion.
• Results-oriented, with creativity and the needs of the customer guiding actions.
• High degree of self-awareness.
• Motivation driven by a passionate desire to enhance and improve patient outcomes.
• Experience in customer service within a digital environment.

Benefits

Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance, Paid Time Off from Day One, 403-B Retirement Plan, Whole Person Well-being Resources, Mental Health Resources and Support, Pet Benefits, Career Development, and more.

Schedule

Full time Shift Day (United States of America)

Physical Requirements

View work requirements

Pay Range

$20.97 - $38.99