Patient Advocate Manager

POSITION SUMMARY

Reporting to the Director of Quality, the Patient Advocate assists in the investigation and resolution of specific patient/ visitor concerns and compliments.

JOB SPECIFIC RESPONSIBILITIES

• Investigates and documents efforts to resolve specific patient/ family concerns and reports this information to the Director of Quality, and other leadership as appropriate, in a timely manner.
• Develops, implements and participates in various customer service and patient relation initiatives at the facility.
• Conducts fundamental assessments of facility performance in service, resolution, feedback and develops, plans, and carries out initiatives to improve perception and other targeted areas.
• Develops a report or score card for facility staff and leaders in identified Service goals.
• Responds to suggestions and compliments submitted by patients or family members and provides positive reinforcement to involved staff.
• Conducts rounding for new admits or other patients/ family members where appropriate in order to initiate positive and open communication opportunities.
• Document patient/ visitor concerns following internal procedures. Compose professional correspondence to patients, visitors in accordance with facility grievance procedures.
• Coordinate interventions/ services with applicable team members to ensure positive patient/ family relations, and as advised by Director of Quality or Corporate Risk leadership.
• Identify systems-related problems or patterns and work collaboratively with physicians, administrators, and staff to resolve.
• Utilize organization’s electronic systems and platforms to quickly resolve complaints, plan daily activities and follow up accordingly, including navigating health records and pulling daily census reports.
• Analyze and present complaint and grievance data on a regular basis, and participate in committees, work groups, or process improvement teams that improve patient satisfaction.
• Lead Customer Service Training for staff as needed.
• Lead patient/ family experience meetings.
• Educate patients, families, and community members about NCH through private discussions and community events/engagements, where indicated.
• Leads the Patient Experience Committee.
• Willingness to attend community organizations and represent Nexus to enhance the patient experience.
• Make recommendations for improvements in operational processes to improve the patient experience.
• Liaisons with Leadership and treatment team members ensure any positive or negative feedback from patients, families, or other stakeholders as needed.
• Assists with special projects at the facility as direct by the supervisor to improve processes.
• Exhibits professional, positive demeanor to patients and relevant parties, offering constructive communication, cooperation, and assistance to ensure a satisfactory outcome of the patient's treatment.
• Performs other duties as assigned.

POSITION QUALIFICATIONS:

EDUCATION

• Bachelor's Degree preferred, High school diploma or equivalent required.

EXPERIENCE

• Six (6) months’ healthcare experience required, preferably six (6) months working in a Quality, Patient Advocacy or Patient Experience role.
• Excellent analytical skills, including analysis, planning, organizing and troubleshooting.
• Must be proficient in Microsoft Office Suite, including Word, PowerPoint, and cloud-based email and able to adopt, utilize, and improve upon departmental procedures.
• Ability to navigate an electronic health record and interpret information.
• Good oral and written communication skills and presentation skills.
• Adaptability and ability to work independently.

LICENSURE/CERTIFICATION

• Basic Life Support certification, or ability to complete before hire.
• Successful completion of internal behavioral management and de-escalation techniques training as required by the facility (SAMA) within 90 days of hire and maintain annually.
• Board Certified Patient Advocate (BCPA) credential, or willingness to achieve within 12 months of hire.