Patient Advocate

In accordance with Navajo Nation and federal law, TCRHCC has implemented an Affirmative Action Plan pursuant to the Navajo Preference in Employment Act. Preference in hiring and employment is given to applicants who meet the necessary qualifications and are (1) enrolled members of the Navajo Nation, Hopi Tribe, or San Juan Southern Paiute Tribe, (2) legally married to enrolled members of these tribes and meet residency requirements, or (3) enrolled members of other federally-recognized American Indian Tribes.

About the Role

This position is responsible for the coordination, administration, education, and documentation of all customer service initiatives to enhance patient and employee experience. Key functions include serving as a liaison between patients and TCRHCC by responding timely to patient issues. The role involves impartial investigation, resolution, and documentation of patient and visitor complaints, reporting outcomes to the Quality Manager and appropriate leaders. The Patient Advocate Coordinator’s tact, approach, and positive customer service skills are critical to meeting the mission and vision of the corporation. The position provides accountability and variance analysis of customer service outcomes in accordance with regulatory, accreditation, and organizational standards.

Responsibilities

• Coordinates with the Quality Manager in the resolution of concerns, grievances, and requests for patients and visitors by responding to submitted suggestions and complaints.
• Documents patient and visitor concerns, including demographic data, synopsis of incidents, actions taken, and database entry.
• Refers potential risk management issues to the Risk Manager and labor relations issues to Human Resources.
• Composes professional letters or emails to patients, visitors, providers, and Senior Leadership in accordance with TCRHCC policies.
• Analyzes concerns and grievances data, collaborating with the Quality Manager, Senior Leadership, and staff on a monthly basis.
• Assists in preparing annual and quarterly executive reports for Senior Leadership and presents data to department managers.
• Identifies systems-related problems via patient and visitor data and works collaboratively to resolve issues.
• Coordinates and facilitates customer service initiatives, providing updates to TCRHCC staff and the public.
• Collaborates with supervisors and staff to communicate and update customer service goals, initiatives, and plans.
• Facilitates training, oversight, and administrative assistance for customer service initiatives, recommending improvements to policies and procedures.
• Conducts monthly accountability and variance analysis of customer service outcomes to influence positive change.
• Develops consultant relationships with clinics and departments to build a patient/customer-focused culture.
• Maintains a liaison network to link hospital information and clinical support services with community groups and the public.
• Performs duties as needed (evenings and weekends) to implement customer service initiatives and reports to the Board of Directors and management.
• Ensures familiarity with TJC (Joint Commission) standards, including Physical Environment, Infection Prevention and Control, and Performance Improvement.
• Adheres to PPE requirements, including face masks, gloves, gowns, NIOSH-approved N95 respirators, and eye/face shields, following CDC guidelines for donning and doffing.
• Responsible for electronic health records data entry pertinent to the patient service role.
• Performs other related duties as assigned.

Requirements

• Bachelor’s degree in a healthcare-related field (e.g., RN, Health Services Administration, Community Health).
• One (1) year of experience in customer relations, customer service, or patient advocacy/coordination.
• Satisfactory employment references demonstrating success in:
  • Strong customer service and interpersonal interactions.
  • Ability to handle difficult and angry individuals constructively.
  • Confidence interacting with managers, providers, and Senior Leadership.
  • Respect for diverse views and maintenance of a transparent, professional environment.
• Excellent analytical skills, including interpreting, planning, organizing, and responding to sensitive inquiries and complaints.
• Ability to work supportively with staff to troubleshoot and resolve issues.
• High ethical standards with no history of complaints.
• Reliability and dependability in attendance and punctuality.
• Ability to work with minimal supervision and adapt to ambiguous work situations.
• Proficiency in Windows-based software (Microsoft Word, PowerPoint, Excel).
• Visibility to staff, offering support, modeling service behaviors, and recommending resolution processes.
• Successful completion of background checks, fingerprint clearance, physical examinations, and other screenings.
• Submission of all required employment-related documents free of false or misleading information.

Mental and Physical Effort

The physical and mental demands described are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Physical: High energy to maintain a flexible schedule. Includes prolonged sitting at a desk, frequent computer use, walking to interact with staff, bending, kneeling, crouching, twisting, and reaching. Ability to lift, push, or pull up to 50 lbs. Sensory requirements include far, near, and color vision, depth perception, hearing normal speech, telephone use, and frequent overhead pages. Ability for hand manipulation, simple and firm grasping, fine manipulation, and keyboard use.
• Mental: Independent judgment and analytical skills to impact operations, finances, and customer service. Ability to perform in structured and unstructured environments with keen attention to detail. Must handle flexibility, multiple priorities, and high-stress situations with patience. Ability to make decisions under pressure, work alone, and manage altercations calmly.
• Environmental: May be exposed to chemical agents, temperature extremes, infectious diseases, dust, fumes, gases, hazardous equipment, and loud noises.