Patient Relations Advocate Coordinator

1 week ago

Mobile, Alabama, United States USA Health Full time

Overview:

USA Health is dedicated to advancing healthcare along the Gulf Coast, addressing the specific needs of our community.

USA Health is redefining the impact of medical care, education, and research on the health of individuals residing in Mobile and its neighboring areas. Our collective of 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 patients have convenient access to groundbreaking treatments and innovations that enhance the health and overall wellness of our community.

Key Responsibilities:

- Identify and evaluate patient concerns, directing complaints to the relevant hospital and medical personnel through effective oral and written communication.
- Investigate complaints while collaborating with Quality Assurance, physicians, and the on-call administrator for necessary follow-up actions.
- Recognize and relay Risk Management issues to administration and Risk Management.
- Conduct thorough investigations into patient grievances and quality concerns.
- 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 behavior and education.
- Utilize appropriate customer service skills when interacting with physicians, patients, families, healthcare teams, and staff, both in person and via telephone.
- Respond to overhead pages and digital alerts as required.
- Aggregate, analyze, chart, and report survey findings.
- Review, update, edit, and order hospital Patient Information Guides, ensuring compliance with current standards set by relevant authorities.
- Complete all assigned duties positively and collaboratively, enhancing departmental performance.
- Fulfill all mandatory unit, educational, and hospital requirements.
- Employ cost-effective practices in all job functions.
- Adhere to current Infection Control and Safety Standards.
- Follow hospital policies, including confidentiality agreements.
- Participate in committees and Performance Improvement activities as assigned.
- Maintain regular and prompt attendance, with the ability to work as scheduled and additional hours as necessary.
- Perform 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 patient relations experience. A Bachelor's degree is preferred and may substitute for the required experience. Previous hospital experience is also preferred.

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