Patient Advocacy, Marshall Medical Centers, South, Full-Time, Days

Rounds in patient care areaswhich will at a minimum include Acute Care Units, Intensive Care Unit, Obstetrics, and when time allows additional units such as Dialysis, Outpatient Services, Emergency Department and other auxiliary areas. Overview: The Patient Advocate primary role is to help patients and families understand the healthcare system, resolve concerns, communicate care teams and make sure patients’ rights and needs are respected.

Overview:

The Patient Advocate primary role is to help patients and families understand the healthcare system, resolve concerns, communicate care teams and make sure patients’ rights and needs are respected.  This position will serve as a liaison between patients, families, nurses, physicians and hospital departments.  He/she is responsible for listening to patient concerns and attempting to resolve complaints/issues at the point of care.  This position will report to the Director of Quality through the Patient Experience Coordinator and assist with the development of the service culture through continuous activities, recognition, behavioral focus, performance improvement initiatives, and education.

Responsibilities:

ADVOCACY

When patient complaints, grievances, or concerns are present, this role will work to resolve them in a timely and satisfactory manner per policies and protocols:

• Serves as primary contact for concerns referred to a patient advocate on assigned campus.
• Rounds in patient care areaswhich will at a minimum include Acute Care Units, Intensive Care Unit, Obstetrics, and when time allows additional units such as Dialysis, Outpatient Services, Emergency Department and other auxiliary areas.
• Assists in the identification and distribution of patient experience staff recognition efforts.
• Fosters harmonious relationships between staff, physicians, patients and caregivers and is mindful that an experience is shaped by many small interactions across many disciplines.
• Promotes awareness and completion of Consumer Assessment of Healthcare Providers & Systems (CAHPS) surveys
• Responsible for entering/documenting complaints, concerns, and resolutions within Quality reporting platform
• Quickly communicates grievances to Patient Experience Coordinator and provides timely follow-up when appropriate.
• Attend Physician morning huddle daily to offer assistance with patients/families/caregivers who might benefit from speaking to an advocate. Prioritizes resolving immediate concerns to the best of ability at the time of service.
• Collaborate daily with the Emergency Department Coordinators and address concerns as appropriate
• Assist the Patient Experience Coordinator in ensuring all CAHPS and Complaints & Grievances requirements are met in accordance to CMS and Joint Commission guidelines.

 

 

SERVICE EXCELLENCE

Service Excellence is achieved through the ongoing efforts to improve the patient experience:

• Provide assistance in service excellence tactics and principles to build and develop a culture of excellence.
• Assists in the coordination, planning and communication of the Patient Family Advisory Council (PFAC).
• Serves as an ambassador for MMC and is present when external activities require the advocate to do so.
• Actively participates in system-wide patient advocacy team meetings and attends other assigned learning opportunities within service excellence/patient experience.

PERFORMANCE IMPROVEMENT

Performance improvement sets Specific, Measurable, Attainable, Realistic, and Time-Sensitive (SMART) goals and utilizes the Plan Do Check Adjust (PDCA) PI model

• Help identify recurring patient concerns and recommend performance improvement opportunities with measurable results.
• Provides qualitative feedback to managers during rounds and assists with unit specific experience goals.
• Maintains confidentiality and adheres to Quality Assurance document protection requirements.

                                                                                     

 

Qualifications:

Requirement: ·         Associate’s degree in health administration, communications, public relations, marketing, or other clinical field. ·         Excellent customer service skills to include ability to have professional face-to-face interactions ·         Solid communication skills – verbal and electronic                                                                                  Preferred: ·         2-5 years hospital or healthcare experience ·         Associate or Bachelor’s degree in health administration, communications, public relations, marketing, or other clinical field.       Additional Skills/Abilities: ·         Exceptional communication skills and possess a natural and friendly demeanor. ·         Critical thinking and problem-solving skills that acknowledge and respect the sensitive nature of patient care. ·         Conflict resolution and/or de-escalation techniques. ·         Manages time well and completes multiple tasks with adherence to deadlines. ·         Technical competency in Microsoft Office systems. ·         Bilingual in Spanish and/or Haitian a plus but not required.