Patient Advocate Experience- Full-Time- Jacksonville

About the role

The Patient Experience Advocate supports and enhances the patient experience by proactively advocating on behalf of the patient and their family. They ensure that concerns or perceptions about quality of care and/or service are heard in a timely manner and addressed appropriately.

Responsibilities

• Investigate, resolve, document, and report organizational-specific patient, family, and visitor compliments, complaints and grievances.
• Develop, implement, and participate in patient experience initiatives related to the hospital.
• Serve as a trusted and informal information resource, communication channel facilitator, consultant, and practitioner for dispute resolution.
• Seek fair and equitable solutions to patient or caregiver problems; suggest dispute resolution processes for addressing and managing conflicts; and provide input to unit and departmental managers on policy, procedural, and practice changes to maintain patient rights.

Qualifications

• Education: High School Diploma or GED (Preferred: Associate's or Bachelor's Degree).
• Necessary Skills: Ability to make judgments, exercise diplomacy and tact, and understand the complexities of the institution; conflict resolution; good written and verbal communication skills; problem-solving ability; ability to keep accurate records; ability to cope with pressures and stress; positive mental outlook.
• Required Experience: Three to five (3-5) years professional experience in human services.
• Preferred Experience: Knowledge of CMS CoP regulations and The Joint Commission standards for patient complaints and grievances, medical terminology, and knowledge of service improvement methodologies.

Skills

• Ability to make judgments, exercise diplomacy and tact and to understand the complexities of the institution.
• Conflict resolution.
• Good written and verbal communication skills.
• Problem solving ability.
• Ability to keep accurate records.
• Ability to cope with pressures and stress.
• Positive mental outlook.

Benefits

N/A

Pay

N/A

Schedule

N/A