Patient Advocacy Coordinator
4 weeks ago
At Northwestern Memorial Healthcare, we prioritize every patient interaction, fostering a positive environment that distinguishes us as a leader in the healthcare sector. As a vital member of our team, you will contribute to our mission of enhancing healthcare quality across our system. We offer competitive benefits, including tuition reimbursement, loan forgiveness, 401(k) matching, and comprehensive lifecycle benefits, ensuring our employees are well taken care of.
Role SummaryThe Patient Advocacy Coordinator embodies the mission, vision, and values of Northwestern Memorial Healthcare, adhering to our Code of Ethics and Corporate Compliance Program while complying with all relevant policies, procedures, and regulatory standards.
This role acts as the patient advocate, ensuring effective communication of patient and family needs to our organization. As a representative of Northwestern Memorial Healthcare, you will facilitate the prompt investigation of patient concerns in accordance with legal and accreditation standards.
Key Responsibilities:- Represent Executive Administration during critical incidents and escalations.
- Serve as a liaison to Risk Management, Safety, and Quality initiatives, ensuring patient feedback drives improvements.
- Collect, review, document, and monitor feedback related to care, processes, systems, and staff from the patient perspective.
- Investigate and address grievances, potential claims, and allegations against staff to de-escalate issues.
- Maintain thorough and timely documentation of all interactions.
- Communicate effectively with patients throughout the investigation process, both verbally and in writing.
- Collaborate with Risk Management, Claims, Billing, and leadership to resolve patient grievances promptly.
- Act as a resource for the organization, facilitating challenging communications and care issues.
- Manage high-stress situations with strong interpersonal skills to de-escalate critical issues.
- Maintain composure and control in response to provocation.
- Recommend necessary changes in policies and procedures based on investigative findings.
- Provide education and assistance to patients and staff regarding Patient Rights for compliance.
- Serve as the primary communicator between patients and leadership during the investigation and resolution process.
Required:
- Bachelor of Science or Bachelor of Arts degree.
- A minimum of 3 years of experience in Patient Relations with a proven track record in conflict resolution.
Preferred:
- A degree in Nursing, Psychology, Health Care Administration, or related fields.
- Familiarity with the cultural and organizational dynamics of Northwestern Memorial Healthcare.
Northwestern Memorial Healthcare is an equal opportunity employer and does not discriminate in hiring or employment based on age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation, or any other protected status.
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