Patient Advocate and Experience Administrator

Position Summary
The Patient Advocate & Experience Administrator serves as a liaison between patient, family members, medical staff and hospital departments to support the patient and to resolve complaints or grievances that may arise. The Advocate monitors patient satisfaction and with the director develops opportunities for improved experience. Responsibilities include: investigate, resolve, document and report organization-specific patient and visitor compliments and concerns to leadership and staff. Develop, implement and participate in customer service and patient relations initiatives related to Shore. Responsible for tack and trends and analyzing safety data base.

Core Duties 
•    Coordinate, investigate and resolve patient complaints and grievances.        
•    Collect, analyze and evaluate patient satisfaction data to facilitate improvements.    
•    Coordinate implementation of regulatory standards (TJC, CMS, ADA) as related to Patient Rights.    
•    Secure interpreter services for Non-English speaking, ASL and LEP patients.    
•    Provide expertise on patient needs/expectations and acts to educate staff and physicians concerning these issues.
•    Provide Advance Directive education and support.
•    Master an understanding for the organizational mission, policies, procedures and services to respond to patient questions and concerns.
•    Promote confidentiality, respect and dignity for all persons as standards for the department and organization.
•    Provide leadership role in the inclusion of patient/family experience.    
•    Participate in community, state, and national professional organizations.    
•    Develop policies and procedures for the organization.    

Minimum Requirements
•    Bachelor’s Degree in related field or equivalent work experience in Patient Advocate
•    Advanced computer skills, excellent organizational, communication and interpersonal skills
•    Completion of Patient Advocate Certificate must be completed within three (3) months of hire
•    Press Ganey knowledge preferred

Additional information
•    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required.
•    This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts the company’s rights to assign or reassign duties and responsibilities to this job at any time.
•    Shore Medical Center is an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to sex, affectional or sexual orientation, gender, gender identity, orientation or expression; marital status, domestic partnership status, civil union status, pregnancy, race, creed, ancestry, color, ethnicity, national origin, age, disability, religion, genetic information, or veteran status or any other basis prohibited by law.