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Patient Relations Advocate Coordinator
2 months ago
Overview:
USA Health is dedicated to advancing healthcare along the Gulf Coast, addressing the distinct needs of our community.
At USA Health, we are transforming the landscape of medical care, education, and research to enhance the health of individuals residing in Mobile and its neighboring areas. Our dedicated team of healthcare professionals, including physicians, advanced care providers, nurses, therapists, and researchers, delivers the region's most sophisticated medical services across various facilities, campuses, clinics, and educational settings. We ensure that patients have convenient access to innovative treatments and advancements that promote their health and overall wellbeing.
Key Responsibilities:
- Identify and evaluate patient concerns, directing complaints to the appropriate hospital and medical personnel through effective oral and written communication.
- Investigate complaints by collaborating with Quality Assurance, physicians, and the on-call administrator for necessary follow-up actions.
- Recognize and report Risk Management issues to administration and Risk Management teams.
- Conduct thorough investigations into patient complaints and quality-related issues.
- Interpret and communicate hospital philosophy, policies, and procedures to patients, families, and staff.
- Promote adherence to hospital policies regarding patient rights and responsibilities through exemplary conduct and education.
- Utilize appropriate customer service skills when interacting with physicians, patients, families, and healthcare teams, both in person and via telephone.
- Respond to overhead pages and digital notifications promptly.
- Aggregate, analyze, chart, and report survey results effectively.
- Review, update, edit, and manage hospital Patient Information Guides, ensuring compliance with current standards.
- Accept and complete all assigned duties positively and collaboratively, enhancing departmental performance.
- Fulfill all mandatory unit, educational, and hospital requirements diligently.
- Employ cost-effective practices in all job functions.
- Adhere to current Infection Control and Safety Standards and maintain confidentiality as per hospital policies.
- Participate in assigned committees and Performance Improvement activities.
- Maintain regular and punctual attendance, with the ability to work defined schedules and additional hours as necessary.
- Undertake related duties as required and other tasks as assigned.
Qualifications:
- High school diploma or equivalent with three years of relevant experience, or two years of direct experience in patient relations. A Bachelor's degree is preferred and may substitute for the required experience. Previous hospital experience is also preferred.
