Patient Advocate

Position Purpose

An integral member of the hospital-wide service quality improvement program which addresses the needs of the hospital’s internal and external customers. Serves as a liaison between patients and visitors and St Mary Medical Center leadership, functioning as the "face" of SMMC’s Service Recovery in the moment and in coordinating appropriate and timely follow-up from individual department leaders with a single organizational reply. Assists leadership with identification and investigation of service quality issues. Responsible for the day-to-day support of the organization's goal to create a culture of exceptional service. Responds to and manages complaints/concerns and written grievances regarding care experiences in collaboration with Risk Management under all federal, state, and accrediting body regulatory guidelines. Supports and promotes all initiatives of the Office of Patient & Family Experience and support the Mission of Trinity Health and St Mary Medical Center.

Responsibilities

• Investigate and manage complaints by patients, their families, visitors and other healthcare consumers and work with all necessary parties toward resolution.
• Comply with federal regulations from HIPAA, CMS guidelines and various patients’ rights law.
• Intervene in crisis situations and negotiate resolutions between conflicted parties.
• Communicate and demonstrate the concern and responsiveness of St. Mary Medical Center.
• Work closely with the nursing leadership, physician, nursing staff and other clinical and non-clinical members of hospital team to investigate all complaints with the intent of resolution.
• Chaplains may be called in to discuss underlying spiritual or emotional issues with the patient and/or nurse.

Requirements

High school diploma required. Bachelor’s or Associate’s Degree strongly preferred. Knowledge, Skills, and AttitudesBilingual a plus, must possess self-motivation, excellent interpersonal and communication skills. Proficiency in the Microsoft Office software, including Excel, Word and PowerPoint and other technical equipment. Experience in demonstrated mediation, conflict resolution and crisis intervention skills required FT/PT Benefit Eligible Roles 0.5 FTE (20 hours weekly) up to 1.0 FTE (40 hours weekly)

Qualifications

• Bilingual a plus
• Self-motivation, excellent interpersonal and communication skills
• Proficiency in Microsoft Office software
• Experience in demonstrated mediation, conflict resolution and crisis intervention skills

Skills

Knowledge, Skills, and AttitudesBilingual a plus, must possess self-motivation, excellent interpersonal and communication skills. Proficiency in the Microsoft Office software, including Excel, Word and PowerPoint and other technical equipment. Experience in demonstrated mediation, conflict resolution and crisis intervention skills required FT/PT Benefit Eligible Roles 0.5 FTE (20 hours weekly) up to 1.0 FTE (40 hours weekly)

Benefits

• Comprehensive benefit packages, including medical, dental, vision, mental health, paid time off, 403B, education assistance and voluntary benefits (pet insurance, accident insurance, hospital indemnity and others) available from the first day of employment.
• Work/Life balance with flexible schedules.
• Free onsite parking.

Position Highlights

• Work/Life balance with flexible schedules.
• Free onsite parking.
• Our mission and core values are what drive each member of Trinity Health to support each other, communicate openly and respectfully while embracing a culture that nurtures a healing, safe environment for all.

Referral Rewards Program

St. Mary Medical Center is a beautiful 53-acre state-of-the-art facility comprised of more than 700 physicians, nearly 3,000 colleagues, and 1,100 volunteers committed to providing quality care delivered with compassion and respect. St. Mary attracts top doctors, introduces cutting-edge technologies and implements advanced procedures to meet the healthcare needs of the people it serves, including the nearly 630,000 residents of Bucks County. Our Commitment Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.