Patient Advocate

Qualifications:
Required: 3 years relevant experience in clinical care setting or customer service; strong customer service skills; ability to handle difficult situations compassionately and constructively; ability to address difficult, awkward situations with tact and diplomacy; ability to manage emotions, empathize with others, and navigate interpersonal relationships effectively; excellent analytical skills, including analysis, planning, organization, and issue resolution; team player and demonstrate proven success in applying a team approach to resolve issues or accomplish goals; Ability to work with minimal supervision; ability to interact professionally and effectively in a timely manner with a wide variety of constituents, including patients, family, physicians, Sky Lakes staff, and volunteers; ability to present educational sessions for large or small groups on customer service and service recovery principles; Ability to exercise appropriate judgment even in stressful situations; and Code Gray certification by end of the month from 3 months from position start date.
Preferred: Board Certified Patient Advocate credential or bachelor’s degree with emphasis in healthcare, behavioral science, psychology, customer service or other related field.

Typical Physical/Mental Demands:
Must be able to sit or stand for long periods of time and be able to move to patient care areas when needed. Must be able to work under required deadlines and schedules, while being flexible to special requests and projects. Must be able to work independently, as well as with co-workers, patients, families, and physicians. Must be able to prioritize work demands and organize time efficiently. Must work well under stress.

Essential Job Functions:

Regularly interacts with patients, family members, physicians, leadership, hospital staff, and volunteers.
Coordinates the timely response and review of patient and family concerns.
Models excellent service behavior and issue resolution process.
Works with staff in a supporting way to resolve issues.
Maintains high visibility to staff through regular rounding.
Works closely with Quality Management and Risk Management in promoting performance improvement activities and reducing hospital liability through documentation and analysis of concerns as well as prompt and caring resolution of patient and family issues.
Develops a consultant relationship with all Sky Lakes departments to build and sustain a patient-focused culture, to meet customer service needs, and to improve clinical quality outcomes.
Participates on committees, work groups, and process improvement teams to improve patient experience.
Documents patient and visitor concerns to include synopsis of incident, actions taken to resolve, and outcome in Sky Lakes Quality Communication System.
Composes letters to patients and visitors in accordance with the terms of the Sky Lakes Patient Grievance Policy and the Conditions of Participation as specified by the Centers for Medicare and Medicaid Services (CMS).
Assists in development and implementation of policies and procedures.
Demonstrates competence in relation to the defined mission, vision, values, and strategic plan of the organization.

Marginal Job Duties:

· Demonstrates willingness and ability to perform additional job duties.

Work Location: In person