Healthcare Customer Service Specialist
1 week ago
MedStar Health is seeking a dedicated Patient Advocate to enhance the patient experience at our facilities.
The Patient Advocate is responsible for ensuring that all patients, families, and visitors receive exceptional service by addressing conflicts, providing guidance, and fostering a consistently welcoming atmosphere throughout all entry points. This role involves collaborating with various departments and teams to effectively resolve patient issues and grievances while ensuring adherence to regulatory standards.
Key Responsibilities:
- Investigate and assess customer concerns and complaints, crafting suitable verbal and written responses to amicably resolve issues. Escalate matters to the Director of Risk Management when necessary. Address lost property complaints and escalate serious safety incidents to the Medical Director of Quality, Risk, and Safety.
- Identify opportunities for enhancement and present detailed recommendations and action plans to leadership in Quality and Risk.
- Monitor patient relations initiatives, evaluate metrics, and engage with patients and families in various settings, including outpatient areas and inpatient rooms. Follow up directly with patients to confirm resolution satisfaction.
- Conduct regular audits of complaints and grievances to ensure compliance with MedStar standards and regulatory guidelines.
- Participate in local patient experience team meetings and contribute to action committees.
- Bachelor's degree in Business Management, Hospitality, Healthcare Administration, or a related field.
- A minimum of 2 years of progressively responsible experience in a related field, preferably in service excellence, with a solid understanding of improvement processes.
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