Job Summary:

The Patient Advocateis the liaison between the patients, families, and visitors and WMCHealth to ensure that patient-centered care complies with all local state and federal regulatory guidelines; and reflects the organization's mission and goals. Under the supervision of the Senior Director, Patient Advocacy and or the Regional Director of Patient Experience, an incumbent of this class ensures high-quality advocacy services; assuring patients of their right as delineated in the Patient Bill of Rights, effective and expedient complaint management, grievance resolution and service recovery

Responsibilities:

• Advocates for the patient's needs, including conflicts and crisis situations ethics consults, advanced directives, proxy, language and special needs services.
• Provides education to family regarding health care proxy, patient surrogacy regulations and requirements.
• Rounds on patients and serves as a liaison in communicating with clinical team regarding patient and family concerns/complaints and grievances.
• Conducts patient rounds on re-admissions with previous complaint/grievance issues and serves as a liaison to connect the patient's expectations and perspectives with the care team.
• Refers to medical ethics committee for cases that are deemed necessary for consultation.
• Conducts required follow up to resolve complaints, grievances and service facilitations.
• Coordinates family meetings which may include clinical teams offering different medical services when patient/family have concerns regarding diagnosis, plan of care and various treatment options.
• Maintains proficiency with Patient Rights, HCAHPS, and other regulatory requirements and if requested, can educate others.
• Provides education related to HIPAA (Health Insurance Portability and Accountability Act) to patients and caregivers.
• Works closely with patients/families/guardians of special needs populations to assess individualized needs throughout hospitalization.
• Performs related tasks to ensure the effective and efficient delivery of services.
• Other duties as assigned

Experience:

6 -8 years of experience with a focus on patient experience and/or customer service.Specialization in trauma informed care desired.

Education:

Masters or Bachelor's degree in counseling, advocacy, or related healthcare discipline

Licenses / Certifications:

Other:

• Superior customer-service and communication skills with emphasis on de-escalation
• Conversant with current evidence based best-practice advocacy standards, research and competencies in the field of patient advocacy in a high acuity health care network;

• Proven problem-solving skills, ability to make effective decisions, and be understanding and supportive of both patients and hospital management needs.
• Ability to establish and maintain effective working relationships with a wide variety of professionals and clinical staff.
• Sound professional judgment; maturity; empathy; keen sensitivity; flexibility; dependability.

About Us:

NorthEast Provider Solutions Inc.