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Patient Advocate

4 months ago

Baltimore, Maryland, United States MEDSTAR HEALTH Full time

General Summary of Position

Job Summary:

MedStar Health is looking for a Patient Advocate to join our MedStar Franklin Square Medical Center (MFSMC) team

The Patient Advocate will ensure that all patients, families, and guests receive the best customer service experience by eliminating conflicts, offering coaching, and creating a consistent welcoming experience across all our entry points. Works collaboratively from a leadership level with all functional units, departments, and clinics to resolve patient complaints and grievances. Ensures department compliance with The Joint Commission guidelines.

Join one of the largest healthcare systems in the Baltimore-Washington metro region, also recognized as one of the "Healthiest Maryland Businesses". Apply today and learn how MedStar Health can be your next great career move


Primary Duties:

  • Researches and analyses customer grievances and complaints; and composes appropriate verbal and written responses to resolve their concerns amicably. Escalates to Director of Risk management when needed. Addresses lost belongings complaints as well. Escalates concerns for claims or serious safety events to the Medical Director of Quality, Risk and Safety.
  • Identifies areas for improvement and provides/presents detailed recommendation and proposed action plans to Quality and Risk leadership.
  • Monitors patient relations, changes efforts and evaluate metrics. Reviews concerns with patients and families in patient areas, including outpatient settings, inpatient rooms, and the ED (Emergency Department). Follows up directly with patients to ensure that issues have been resolved to their satisfaction.
  • Performs periodic auditing of complaints and grievances to ensure MFSMC and CMS guidelines compliancy.
  • Participates in local entity patient experience team meetings and other action committees.

Qualifications:

  • Bachelor's degree in business management, Hospitality, Healthcare Administration, or another related field.
  • 2 years of progressively more responsible job-related experience, ideally in service excellence. Working knowledge of improvement processes.

Why MedStar Health?
At MedStar Health, we understand that our ability to treat others well begins with how we treat each other. We work hard to foster an inclusive and positive environment where our associates feel valued, connected, and empowered. We live up to this promise through:

Strong emphasis on teamwork - our associates feel connected to each other and our mission as an organization. In return, our effective team environment generates positive patient outcomes and high associate satisfaction ratings that exceed the national benchmark. Strategic focus on equity, inclusion, & diversity - we are committed to equity for all people and communities. We continue to build a diverse and inclusive workplace where people feel a sense of belonging and the ability to contribute to equitable care delivery and improved community health outcomes at all levels of the organization. Comprehensive total rewards package - including competitive pay, generous paid time off, great health and wellness benefits, retirement savings, education assistance, and so much more. More career opportunities closer to home - as the largest healthcare provider in the Baltimore-Washington, D.C. region, there are countless opportunities to grow your career and fulfill your aspirations.

About MedStar Health
MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation, and research. Our team of 32,000 includes physicians, nurses, residents, fellows, and many other clinical and non-clinical associates working in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest home health provider in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar Health is dedicated not only to teaching the next generation of doctors, but also to the continuing education, professional development, and personal fulfillment of our whole team. Together, we use the best of our minds and the best of our hearts to serve our patients, those who care for them, and our communities. It's how we treat people.

MedStar Health is an Equal Opportunity (EO) Employer and assures equal opportunity for all applicants and employees. We hire people to work in different locations, and we comply with the federal, state and local laws governing each of those locations. MedStar Health makes all decisions regarding employment, including for example, hiring, transfer, promotion, compensation, benefit eligibility, discipline, and discharge without regard to any protected status, including race, color, creed, religion, national origin, citizenship status, sex, age, disability, veteran status, marital status, sexual orientation, gender identity or expression, political affiliations, or any other characteristic protected by federal, state or local EO laws. If you receive an offer of employment, it is MedStar Health's policy to hire its employees on an at-will basis, which means you or MedStar Health may terminate this relationship at any time, for any reason.