Patient Advocate

A Patient Advocate supports and monitors the patient and family member complaint and grievance process in accordance with regulatory requirements. This role works closely with clinical and non-clinical staff to initiate review and response to patient and family/caregiver concerns, comments, requests for service, complaints, and grievances in a timely and comprehensive manner. The Patient Advocate is an active member of the organization’s Patient Experience team and routinely collaborates with Patient Experience staff, physicians, nurses and other providers to understand where dissatisfaction, misunderstanding and opportunity exists to improve the experience for current and future patients and caregivers in alignment with the strategic direction of the hospital, concerning the overall patient experience.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Complaint and Lost Belongings Resolution: 

A. Addresses and resolves complaints and grievances by listening to patient and patient family member concerns and complaints; communicates and collaborates with involved staff and managers to develop actions to promote resolution, and documents the details of the complaint and outcome resolution in the data management program. Drafts and sends out response letters for grievances within the 7-day time frame to respond and if additional time is required, sends out an interim response letter with projected time frame for resolution.

B. Responsible for the search for lost belongings and works with staff to improve the patient belongings management process.

C. Works collaboratively with staff to support and avoid escalation of complaints by educating and counseling direct staff and managers who observe issues developing; by offering suggestions to resolve potential complaints and modifying practices that cause repeated complaints.

D. Provides follow up phone calls for service related complaints expressed in the post discharge survey calls.

E. Tracks complaints and grievances to identify trends to facilitate service and process improvement.

F. Oversees the Welcome Round Program to recruit, onboard, and provide work direction to the volunteer staff.

G. Participates in and recruits new members for the Patient/Family Advisory Council.

H. Responsible for coordinating the Quarterly Grievance Committee to review any unresolved cases and to review and discuss complaint/grievance trends for indicated service and process improvement.

I. Oversees Service Recovery Program that provides a token gift to apologize for lapses in service including scheduling, wait time, and delayed response issues. 

1. Regulatory Requirements:

A. Serves and protects the hospital community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements, and Joint Commission standards.

B. Maintains patient rights by educating patients; responds to patient and patient family questions, responds to and resolves patient issues and reports unresolved cases and potential/legal issues to the appropriate department administrators.

C. Adheres to regulatory time frames for documentation and response to grievances.

D. Abides by all relevant laws and regulations related to confidentiality of medical and identity information as outlined by HIPAA.

E. Treats all patients, family members and visitors fairly and equally, regardless of race, religion/spiritual practice, culture, ethnicity, sexual orientation or gender identity and immigration status. 

Education and Experience

1. Bachelor’s degree is required. Healthcare-related background is preferred.

2. 2 to 3 years customer service and problem resolution required.

3. Master’s degree is preferred.

Knowledge, Skills and Abilities

1. Possess strong sense of personal accountability, passion, and ownership for achieving consistent, sustained, positive patient experience.

2. Proficiency with Microsoft Office and other business productivity and data management tools.

3. Ability to demonstrate positive patient and family relations skills while dealing with difficult and emotionally charged situations to deescalate through the use of effective listening, language of caring and problem-solving abilities.

4. Ability to foster and reinforce collaborative and collegial relationships and work environment.

5. Strong verbal, written and organizational skills.

6. Highly effective interpersonal and verbal skills including courtesy, resourcefulness, and efficiency in answering questions, locating appropriate hospital personnel and explaining hospital policies and procedures are necessary.

7. As a patient relations expert, possesses strong analytical, communication and conflict resolution skills to assist and/or resolve real-time and post incident investigations to ensure transparent and productive communication between the patient/family member and the care and treatment team.