Inpatient Patient Advocate

2 weeks ago

Conroe, Texas, United States Houston Methodist The Woodlands Hospital Full time

Position Overview: The Inpatient Patient Advocate at Houston Methodist The Woodlands Hospital plays a crucial role in representing patient interests, effectively conveying the hospital's values, policies, and services to patients, their families, and visitors. This role is integral in addressing and resolving issues to enhance patient and family satisfaction.

Key Responsibilities:

  • Patient Engagement: Actively meets and engages with all newly admitted patients, guiding them and their families to the appropriate resources for specific needs, such as medical directives and end-of-life considerations.
  • Communication: Maintains direct communication with department leadership and administrative personnel regarding service trends and specific patient concerns.
  • Support and Problem Solving: Provides assistance to patients, families, and visitors, ensuring their needs are met and issues are resolved effectively.
  • Collaboration: Works closely with senior patient advocates and supervisory staff when complex issues arise, ensuring a high level of service and support.
  • Cultural Competence: Conducts interactions in a manner that respects and promotes cultural diversity, equity, and inclusion.

Service Excellence:

  • Prioritization: Evaluates and prioritizes patient requests, ensuring timely follow-up and resolution of issues.
  • Information Dissemination: Educates patients about the hospital's services and interprets relevant policies to enhance their understanding of available care.
  • Conflict Resolution: Intervenes in disputes involving patients, families, and healthcare professionals to improve satisfaction and address concerns.

Quality and Safety:

  • Grievance Management: Receives and addresses grievances and complaints, collaborating with management to ensure compliance with regulatory standards.
  • Data Utilization: Analyzes patient satisfaction surveys and complaint data to identify improvement areas and implement proactive measures.
  • Documentation: Accurately records patient interactions, grievances, and resolutions in the appropriate systems.

Financial Awareness:

  • Cost Efficiency: Identifies opportunities for cost savings and revenue enhancement within the department.
  • Resource Management: Utilizes resources effectively to create value and ensure cost-effectiveness.

Professional Development:

  • Continuous Improvement: Participates in departmental projects and initiatives aimed at enhancing service quality.
  • Self-Development: Actively seeks opportunities for personal growth and engages in career discussions with management.

This position is not exhaustive and may include other related duties as assigned. Houston Methodist reserves the right to modify job responsibilities as necessary.

Qualifications:

  • Education: Bachelor's degree required.
  • Experience: Minimum of two years in a patient liaison role or similar healthcare/customer service experience with strong conflict resolution skills.
  • Skills: Excellent communication abilities, critical thinking, and problem-solving skills are essential.

Work Environment: Professional business attire is required. On-call duties may be necessary during emergencies.

Houston Methodist is committed to equal opportunity employment, ensuring a diverse and inclusive workplace for all individuals.

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