This job interacts with patients, all levels of management and employees in identifying, evaluating, researching and resolving patient grievances and assists leadership in resolving escalated patient grievances. Provides feedback, recommendations, and support in the design and improvement of patient care systems to coordinate an exceptional patient/guest experience. Partners with the patient experience team to coach service recovery and de-escalation tactics with leadership. Supports the onboarding of patient and provider advocacy staff and serves as a lead to and actively participates in training of staff.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company’s discretion.

Education

Required – High school diploma or equivalent.

Preferred – Bachelor’s degree in healthcare, business administration or related field.

Work Experience

Required – 4 years of related healthcare or customer service experience or 2 years of experience in direct patient and provider advocacy.

Knowledge Skills and Abilities (KSAs)

• Proficiency in using computers, software, and web-based applications, including advanced Excel skills.
• Effective verbal and written communication skills and ability to present information clearly and professionally to varying levels of professionals within the organization.
• Excellent leadership, interpersonal, conflict resolution skills and analytical skills.
• Ability to maintain strict confidentiality regarding patient contact information, medical information and all sensitive issues.
• Strong organizational and time management skills.
• Strong investigative/research and analytical skills and ability to resolve patient grievances.
• Ability to represent the organization in a professional and positive manner to enhance both the organization’s reputation and patient experience.

Job Duties

• Assists leadership in resolving escalated patient grievances; and refers complaints involving the threat of litigation to the risk management team.
• Maintains accurate and up-to-date records with patient contacts.
• Assists leaders with interpreting and analyzing issues as they relate to current systems and procedures.
• Educates leaders and physicians on patient and provider advocacy practices and policies and supports ongoing education and training of patient and provider staff.
• Acts as a facilitator for management personnel and physician staff regarding resolving patient advocacy issues.
• Performs leaders rounds in high volume areas, such as hospital units, emergency departments and ambulatory settings.
• Monitors and maintains productivity and accuracy to meet department goals and works with team on any issues identified.
• Supports the onboarding of patient and provider advocacy staff and serves as a lead to and actively participates in training of staff.
• Performs other related duties as required.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.

This employer maintains and complies with its Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employee safety, patient privacy, and/or other compliance-related concerns.

The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Physical and Environmental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Light Work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly (Constantly: activity or condition exists 2/3 or more of the time) to move objects. Physical demand requirements are in excess of those for Sedentary Work. Even though the weight lifted may be only a negligible amount, a job should be rated Light Work: (1) when it requires walking or standing to a significant degree; or (2) when it requires sitting most of the time but entails pushing and/or pulling of arm or leg controls; and/or (3) when the job requires working at a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of those materials is negligible. NOTE: The constant stress and strain of maintaining a production rate pace, especially in an industrial setting, can be and is physically demanding of a worker even though the amount of force exerted is negligible.

Normal routine involves no exposure to blood, body fluid or tissue and as part of their employment, incumbents are not called upon to perform or assist in emergency care or first aid.

The incumbent has no occupational risk for exposure to communicable diseases.

Because the incumbent works within a healthcare setting, there may be occupational risk for exposure to hazardous medications or hazardous waste within the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning and/or disposal of contaminated waste. The risk level of exposure may increase depending on the essential job duties of the role.