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Patient Advocate, Corporate Columbia, FT, Days
2 months ago
Inspire health. Serve with compassion. Be the difference.
Job Summary
The Patient Advocate Representative represents Prisma Health with patients, families, and visitors in responding to concerns and providing service recovery. Partners with RN Patient Advocates to address more clinically focused concerns. Coordinates the resolution of complaints and grievances with leaders and physicians across the continuum of care including acute, post-acute, and ambulatory care settings in compliance with CMS guidelines and other regulating bodies. Partnering with Patient Experience, uses continuous improvement methodologies to support leaders in proactively addressing performance gaps in an effort to improve care delivery. At all times, models exemplary patient experience and professionalism.Accountabilities
- Complaints and Grievances: Responds to concerns received via phone, in person and in writing. Coordinates prompt, sensitive, and professional resolution to each concern, tracking and monitoring actions taken by those involved in investigating the complaint. Partners with RN Patient Advocates to address more clinically focused complaints and grievances. Ensures all regulatory guidelines are followed. Appropriately tracks concerns in the electronic event reporting system. In compliance with regulation and Prisma Health guidelines, turns over more serious concerns to Risk and Compliance to resolve. Produces applicable reports to track progress.
- Service Recovery: Serves as a liaison between providers, team members and patients/families to facilitate two-way communication, support, and information. Responds to difficult situations with patients/families across the continuum of care using service recovery methodologies such as de-escalation to resolve concerns. Effectively coaches leaders and team members in service recovery methodologies to reinforce the importance of resolving concerns at the point of care
- Continuous Improvement: In partnership with Patient Experience and using data and continuous improvement methodologies, coaches leaders in proactively closing performance gaps to improve care delivery across the continuum of care.
- Engagement: Models exemplary patient experience and professionalism at all times. Effectively teams across the organization, while demonstrating characteristics that support a psychologically safe environment. Participates in Patient Family Advisory Councils and organizational committees as assigned.
Supervisory/Management Responsibilities
This is a non-management job that will report to a supervisor, director or executive.
Minimum Requirements
Bachelor's Degree - Communications, Psychology, Social Work, other
1 year - Customer Service, Patient Advocacy, Conflict Management, Healthcare Experience
In Lieu Of
In lieu of a bachelor's degree, an associate's degree and at least 5 years of Customer Service, Patient Advocacy, Conflict Management, or Healthcare Experience. In lieu of an Associate's degree, a high school degree and at least 10 years of Customer Service, Patient Advocacy, Conflict Management, or Healthcare Experience.
Knowledge, Skills or Abilities
- Prior Patient Advocacy/Healthcare Experience - Preferred
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Presentation skills a plus
Database and data entry skills
Basic and proficient computer skills including wor
Knowledge of office equipment (fax/copier)
Strong interpersonal communication skills (written and verbal)
Strong time management and organization skills
Ability to handle multiple projects in a face paced environment.
Confident positive attitude
Appreciation of diversity and multiculturalism
Ability to work independently and build working relationships throughout the organization.
Work Shift
Day (United States of America)Location
ParkridgeFacility
7001 CorporateDepartment
70018010 Clinical Care Experience - Patient AdvocacyShare your talent with us Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.
