Patient Advocate II

About the role

This role focuses on identifying concerns, responding to and providing follow-up to ensure patient/family resolution, satisfaction, and documentation for further analysis regarding maintaining/improving quality of care in the institution.

Responsibilities

• Maintains patient confidentiality
• Documents concerns for later analysis in order to maintain and improve the quality of care in the institution
• Investigates and resolves patient/family problems with Medical Center departments by referral to appropriate departmental supervision
• Performs duties and conducts interpersonal relationships in a manner designed to project a positive image of the Medical Center
• Ensures that all contacts with patients, the public, physicians and other hospital staff are carried out in a prompt and courteous manner
• Promotes a caring and compassionate environment
• Assists in the compilation of monthly Patient Relations reports
• Maintains professional knowledge by participating in hospital-required trainings, attending conferences, and providing education/training around patient-and-family centered care
• Provides age/developmental appropriate care in accordance with Age/Developmental Specific Care Guidelines for the specific age groups served when interacting with patient's families
• Performs other duties as assigned i.e., covering the front desk, occasional rounding on units, etc.

Qualifications

Bachelor's Degree in sociology, psychology, communications, or other human relations discipline required. 3+ years of experience in hospital patient relations or comparable experience in a related field may be considered. Knowledge of medical terminology and Medical Center service lines/chain of command preferred.

Reports to: Patient and Family Relations management

Skills

• Exceptional interpersonal and problem solving skills, dedicated to improving care and communication throughout the Medical Center
• Ability to deal with high level of stress calmly and effectively with people who may be emotional
• Exceptional oral and written communication skills
• Professional appearance
• Interacts with coworkers in an effective, positive, and professional manner to encourage a cohesive work environment
• Conflict resolution skill, team player, work independently, gentle assertiveness, ability to work with diverse patients and family members and all levels of professional and administrative staff

Work environment

• Clean, well-lit, office environment
• Subject to many interruptions
• Occasionally subject to irregular hours
• Contact with patients under wide variety of circumstances
• High stress levels at times