Emergency Department Advocate

Description

Under the direction of the Director of Critical Care, the ED Advocate is responsible for collaborating with patients and families, leadership, providers/physicians, and team members to document and resolve patient concerns, support a positive work environment, and identify improvement opportunities for Duncan Regional Hospital's Emergency Department. This team member works independently within established guidelines.

RESPONSIBILITIES (ESSENTIAL FUNCTIONS):

• Demonstrates excellent verbal communication skills during all in-person and telephone conversations.
• Maintains composure during all difficult situations, remaining professional at all times.
• Interacts with patients, visitors, team members, and physicians/providers during routine rounding, scheduled meetings, and as requested, often in high-stress situations, making the above qualities crucial in efforts to mediate and negotiate a satisfactory resolution to the issue.
• Demonstrates strong written communication skills; Documents interactions per concern of care and grievance process accurately and in a timely manner to ensure a satisfactory resolution to cases; Composes written responses to triages and complimentary letters, following all policies and federal guidelines.
• Ensures accurate record keeping, tracking, and analyzing trends of patient issues to recommend and lead improvement efforts.
• Functions as an advisor and/or partner with Emergency Department team members and leaders in all aspects of decision-making in regard to the management of patient complaints and grievances.
• Works with ED nursing and physician leadership to improve the patient and team member experience using data as the guide
• Works closely with leadership to advice on any team member-related concerns or issues.
• Remains transparent and fair with information.
• Tracks, trends and measures the ED patient experience and team member culture measurements.
• Collects and analyzes data regarding health equity and payer mix for the Emergency Department in order to contribute to the community health needs plan for DRH.
• Assists the Emergency Department leaders in evaluating and implementing improvements to the workplace culture.
• Motivates others to deliver excellent service by being fully engaged in all hospital initiatives designed to achieve superior patient and workplace satisfaction.
• Assures patient satisfaction data is collected and reported to DRH Health leaders, vendors and others as appropriate.
• Coordinates and facilitates the Emergency Department Patient and Team Member Engagement committee.
• Ensures DRH Health complies with regulatory requirements related to patient rights.
• Participates in the DRH Patient Family Advisory Council.
• Regular attendance and punctuality for scheduled shifts.
• Appropriately adapts assessment, treatment, and/or care methods to accommodate the physical, cultural, age-specific, and other developmental needs of each person served.
• Maintains professional and technical knowledge through continuing education opportunities including internal and external educational offerings.
• Must adhere to, and promote, safety protocols at all times.
• Per DRH policy, all required conditions of employment must be met and maintained including required vaccinations.
• Implement DRH Standards of Behavior and exhibit behaviors consistent with DRH core values.
• Performs other related duties as assigned.

Qualifications

Minimum Qualifications: Communication skills including fluency in oral and written English. Basic computer skills including the ability to send/receive/email and navigate information technology associated with the position. Excellent written, verbal, and interpersonal communication skills; Ability to remain flexible to quickly adapt to urgent situations. Ability to adapt procedures, processes, tools, equipment, and techniques to accomplish the requirements of the position.

Must possess strong customer service skills/interpersonal interactions; ability to handle difficult people constructively and communicate in a positive tone and manner. Must be effective in assessing processes and can work effectively to provide resolution and assure follow through for desired outcome. Must be effective in creating team consensus and engagement in process improvement. Ability to work with minimal supervision and possess an energetic and patient disposition.

Education and/or Experience:  High school diploma or equivalent required. Bachelor’s degree in a related field preferred. Two years of relevant experience in a customer relations, leadership, or human resources role.

Certifications, Licenses, Registrations: For those positions requiring travel, a current valid driver’s license and automobile liability insurance must be maintained. 

Non Safety-Sensitive Position

As a condition of employment, vaccinations are required per DRH Policy. Medical and Religious Exemptions are available upon request.