Job Description

The Patient Advocate serves as liaison between the Medical Center and its patients and their families, visitors, and the community. They work closely with Chiefs of Services, Vice Presidents, Department Heads, etc., to increase patient satisfaction and improve the delivery of health care.  They also respond to complaints, requests, suggestions, and unmet needs of patients and recommend policy and system changes to improve services to patients.

• Develops and implements a Patient Relations Program and establishes policies and procedures in accordance with this program.

• Serves as Medical Center centralized point person to handle and respond to patient concerns.  Plans and directs Medical Center activities related to the identification and resolution of patient complaints and concerns.

• Initiates preliminary review of patient concerns.  Consults with department leaders, managers, senior leadership and medical staff in facilitating timely and appropriate responses to patient concerns.

• Provides feedback to appropriate personnel of all compliments initiated by patients.

• Evaluates procedures related to the operation of the Patient Relations Program to assure adherence to Medical Center's mission and values.

• Develops and maintains a centralized reporting and tracking system, producing monthly and annual summaries of concerns and compliments as required.  Evaluates data to identify trends.

• Contributes to the development of patient satisfaction surveys in collaboration with designated departments.

• Collaborates with various Medical Center departments such as Human Resources, Risk Management, Nursing, Spiritual Care Services, Social Work Services, and Public Relations, to address patient complaints and patient care issues at the Medical Center.

• Collaborates with leadership to develop and implement sensitivity training regarding patient relations and appropriate education for Medical Center staff.

• Maintains knowledge of current trends and developments in patient relations by reading and attending related seminars and conferences.

• Monitors department productivity and quality indicators.  Recommends re-allocation of resources where indicated.

• Maintains rapport and positive relationships, with patients, patients’ families, and other visitors to the medical center.

EDUCATION

• High School Diploma or equivalent and three years of work experience in health care and/or related field; or equivalent combination of education and experience.
• Bachelor’s Degree preferred.

Equal Opportunity Employer/Disabled/Veterans

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