Patient Advocate Sr. FT, Day

Inspire health. Serve with compassion. Be the difference.

Job Summary

Responsible for supporting sustained adherence to established standard work practices, regulatory requirements, and accreditation standards while partnering with Infection Prevention, Quality, Experience, Accreditation, Clinical Quality Data, and Risk. Helps supports oversight of local patient advocates. As the subject matter expert, will coach, consult with, and support patient advocates in the coordination efforts to address/resolve more complex/clinically focused complaints and grievances across the continuum of care including acute, post-acute, and ambulatory care settings in compliance with CMS guidelines and other regulating bodies. Responsible for reviewing complaint/grievance data reports within Pulse Power, overseeing investigations, and identifying and communicating patterns and trends that will facilitate improvement.

Essential Functions

• All team members are expected to be knowledgeable and compliant with Prisma Health's purpose:  Inspire health.  Serve with compassion.  Be the difference.

• Completes review of Pulse Power submissions by team members and or medical staff for the purpose of identifying patterns or trends. Analyses and communicates patient feedback reports to stakeholders and leaders, in addition to assisting in the development and monitoring of action plans as it pertains to patient advocacy

• Provides support to the development, implementation, and operation of the advocacy program. Establishes standard work and participate in efforts for concurrent monitoring. Performs identification and correction of non-compliance with CMS regulations.

• Develops and participates in patient advocacy orientation and educational endeavors, annual recurrent training, one-on-one consultations, and in-service training. Facilitates Complaint/Grievance Committees.  Supports deployment of A.C.T Service Recovery Model, as well as other de-escalation, and customer service resolution techniques and associated data to guide improvement

• Prepares, provides, and participates in the reporting of patient feedback related information to Leadership, and other applicable committees, per schedule and on an as needed basis. Participates in regulatory surveys as needed.

• Partners with Infection Prevention, Quality, Experience, Safety, Accreditation, Clinical Quality Data, and Risk Management on patient advocacy related subjects. This includes providing direct support to programs that involve patient feedback. Conduct training and coaching to facilitate improvement in areas with high instances of complaint/grievances. Disseminate evidence-based service recovery best practices and educational materials throughout the organization.

• Participates in root cause analysis through the RCA process in the event of a serious safety event or Great Catch (as needed basis).

• Performs other duties as assigned.

Supervisory/Management Responsibilities

• This is a non-management job that will report to a supervisor, manager, director or executive.

Minimum Requirements

• Education - Bachelor's degree in Social Work, Psychology or related field of study.

• Experience - Five (5) years of experience in healthcare or high touch service industry.

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In Lieu Of

• In lieu of a bachelor's degree equivalent combination of work and academic experience may be considered.

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Required Certifications, Registrations, Licenses

• NA

Knowledge, Skills and Abilities

• Leadership presence and influence. Ability to cultivate high-performing teams, setting a vision and leading through change.

• Demonstrated track record of cross-functional collaboration with demonstrated ability to build, establish, and maintain strong relationships with diverse groups. Ability to prioritize & maximize resources in an ever-changing environment.

• Initiative and ability to work in fast paced environment with limited supervision.

• Proficiency and demonstrated effectiveness in problem solving, analytical skills, and implementation of new programs.

• Knowledge of federal, state, and local requirements of regulatory and accreditation agencies.

• Strong leadership and interpersonal skills. Highly effective oral and written communication skills

• Advanced knowledge – problem resolution, de-escalation techniques, customer service.

• Ability to adapt to an individual's or group's needs by meeting them where they are. Ability to display exemplary patient experience and professionalism. Ability to team across the organization, while demonstrating characteristics that support a psychologically safe environment. 

• Self-Accountability: Is self-motivated, meets deadlines, and is highly reliable in keeping assigned meeting times with teams and leaders on a regular cadence.

• Basic computer skills including knowledge of database and data entry

• Knowledge of office equipment (fax/copier)

• Math skills

Work Shift

Day (United States of America)

Location

Prisma Health Corporate Office

Facility

7001 Corporate

Department

70018010 Clinical Care Experience - Patient Advocacy

Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.