Patient Advocate
Patient Advocate
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Under the direction and supervision of the Director of Patient Experience assists in the daily ongoing activities of the organizations patient advocacy program. Individual must be knowledgeable and competent with hospital-wide grievance policy and procedure as well as legal and other regulatory agency standards as they pertain to patient rights. Serves as a subject matter expert for CMS requirements around the collection and resolution of hospital grievances. Assists in the management of the hospital-wide service recovery program. Works as a team member with Department Directors Clinical Coordinators and other health care professionals.
Education Requirement:
Bachelors degree in a human services field or equivalent healthcare experience
Experience Requirement:
Minimum of five years of experience in relevant hospital customer service or patient experience role.
Essential Functions
- Manage the organizations patient grievance/compliant program by responding to the patients grievances/complaints in accordance with Augusta Health policies and procedures.
- Assign follow-up to Department Director/Designee co-investigate and provide coordination on resolution/closure of grievances/complaints filed by patients/etc.
- Provide and analyze regular trending reports by department/location as well as type of grievance/complaint to identify patterns or trends for improvement.
- Identify and cases that need reporting to malpractice insurance carriers in accordance with claims reporting policies and procedures to Director of Risk Management.
- Assist with the Patient and Family Advisory Council. Prepare agenda in conjunction with committee. Assist with committee correspondence.
- Assist with the education and management of the Service Recovery Program.
- Complete other duties assigned by the director.
Skill Requirements:
- Exceptional people skills.
- Excellent communication skills.
- Ability to resolve conflict.
- Ability to talk and work with all patients to resolve concerns in a timely manner.
- Ability to interpret and share grievance trend data.
- Ability to work and relate with employees at all levels to resolve patient complaints/grievances.
- Ability to multi-task with customer service focus.
- Ability to meet deadlines.
- Ability to maintain patient confidentiality.
- Ability to develop and assist staff in the implementation of patient relations activities.
- Must be computer literate and proficient in Microsoft Office systems.
Equal Opportunity
Augusta Health recruits hires and promotes qualified candidates for employment without regard to age color disability gender identity or expression marital status national or ethnic origin political affiliation race religion sex (including pregnancy) sexual orientation veteran or military discharge status and family medical or genetic information.
Employment Type
Full-Time
