Patient Advocate, Full Time, Day Shift

Serves as Patient Advocate for patients and others; supporting their interests and needs while working with leadership to resolve potential problems and/or complaints and grievances. Analyzes and facilitates performance improvement practices and systems that impact customer satisfaction. Facilitates patient and family-centered care throughout Summit Healthcare.

Essential Functions

• Serves as a liaison and resource person for patients and others.

• Ensures that patients are aware of their rights by distributing (as needed), explaining the provisions of the “Patient Bill of Right” and supporting of their interest if violations of those principles occur.

• Receives complaints from patients, their families and visitors regarding the hospital care and services provided.

• If unable to resolve the problem or complaint, the Patient Advocate will provide assistance or forward the issue to the appropriate personnel in attempt to resolve the problem or complaint.

• Coordinate efforts with other hospital personnel as needed in attempts to solve problems and identify potential problem areas. Recommend modifications of hospital practices and policies that seem to cause repeated problems.

• Works with leadership to resolve issues when resolution seems unlikely.

• Calls/corresponds or meets, as needed, with those filing complaints to provide updates on resolution of the problems or complaints.

• Works closely with Quality Management and Risk Management in promoting performance improvement activities and reducing hospital liability through prompt and caring resolution of patient and family issues.

• Reviews charts as needed for patient care and safety concerns, complaints or questions regarding services versus billing.

• Conducts real time patient experience rounding to assist in resolving concerns prior to becoming a complaint or dissatisfaction.

• Facilitates patient care related to other cultures within our community.

• Prepares data, research, and reports for assigned team meetings.

• Assists in the assigning of investigations and follow-up in Incident Reporting Risk and Feedback.

• May serve as incident reporting system administrator.

• Conducts training, technical support, and assists in the navigating of the web-based incident and complaint reporting program.

• Prepares materials for and coordinates the Grievance Committee.

• Conducts regulatory mock surveys and reports to department leaders, any areas out of compliance.

• Educates staff in patient experience.

• Completes data entry for various databases and reports on hospital compliance with regulatory standards; prepares corresponding graphs and charts.

• Participates in educational opportunities through competency fairs, bulletin boards, newsletters, etc.

• Manages general service recovery funds.

• Protects sensitive patient data with the highest level of confidentiality.

Other Duties

• Conducts quarterly and monthly reporting

• Participates in departmental and association wide informational meetings and in-services, including staff meetings, association wide forums, and seminars.

• Reviews department and association wide policies and procedures annually. Develops and maintains new policies and procedures as needed.

Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Abilities

• Must be able to read, write, understand, and speak English.

• This position requires operational knowledge of all equipment in the Quality Management Department, including: fax, printers, copy machine, phone systems, and computer programs

• Service oriented

• Excellent customer experience

• Clear and empathetic verbal communication skills

• Awareness of diverse backgrounds and health literacy levels

• Ability to keep accurate records

• Service recovery skills

• Organizational skills

• Professional Interpersonal skills

• Telephone etiquette

• Ability to compose well-structured written communications

• Familiarity with Centers for Medicare and Medicaid Services (CMS) and regulatory standards related to patient rights

Supervisory Responsibilities

None.

Work Environment

At Summit Healthcare, our mission statement is that we are trusted to provide exceptional, compassionate care close to home. Our vision is to be the healthcare system of choice.

To uphold our mission and vision statements, we expect all employees to practice SHINE Behavioral standards:

• Always SHINE – show respect and be kind.

• Always work together – we are on the same team.

• Always serve others – no job is beneath you.

• Always maintain high standards of quality and safety – best practice every time.

• Always communicate clearly – be compassionate.

• Always practice integrity – maintain confidentiality.

• Always be accountable – take responsibility.

• Always empower – create an environment of success.

• Always excel – don’t settle for mediocrity.

• Always promote wellness – make choices for a healthy lifestyle.

Physical Demands

Exerts up to 20 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects. Physical demands are in excess of those of Sedentary work. Light work usually requires walking or standing to a significant degree. Worker is exposed to extensive computer work.

Required Education and Experience

• High school diploma required, additional education preferred

• Training in de-escalation/crisis prevention techniques within 6 months of hire

Preferred Education and Experience

• Background in patient care (such as clinical, social work or case management) strongly preferred.

• Completion of Patient Advocacy Program

• 1 year of related experience

OSHA Exposure Category:

Involves no regular exposure to blood, body fluids, or tissues, and tasks that involve exposure to blood, body fluids, or tissues and are not a condition of employment.

This is a safety sensitive position.