Patient Advocate

St. Francis is hiring for a Patient Advocate to work in our Quality Department. 

Patient Advocate manages the investigation, management, regulatory compliance and resolution of complaints and grievances.  Collaborates with team members across the system and external resources to support service facilitation requests on behalf of patients, families, leadership, physicians and staff.  Firmly adheres to federal regulations and policies related to the rights and responsibilities of the patient and their representatives, including HIPAA, non-discrimination policies and workplace violence.  Patient Advocate serves in advisory role to share the voice of the patient, identify barriers to service, regulatory compliance and support patient experience strategy.

In this role you will:

•       Investigates complaints and grievances and collaborates on issue clarification, chart review, policy and procedure review and interviewing.

•       Responsible for timely intake, prioritization and delegation of patient complaints, grievances and service facilitation requests.

•       Complies with all regulatory requirements governing patient complaints and grievances including 7/30 day written responses to patients and documentation in event management system.

•       Leads creation, reviews and timely distribution of reports for Grievance Review Committee, Joint Commission surveys and state regulatory agency visits in compliance with EHC policy. 

•       Rounds in clinical areas and provides real-time coaching.

•       Prepares and presents patient advocacy training classes including new employee orientation.  

•       Works with risk management, quality department, social services, chaplaincy, physicians, public safety, executive administration and financial services on appropriate written and verbal responses to patient grievances.

•       Serves as a resource to patients, families, and staff for interpretation of Patient Rights and Responsibilities, including HIPAA and Non-discrimination policies.

•       Advises on content for patient-facing communications to improve patient experience.

•       Designs and determines appropriate service recovery gestures including decisions relating to monetary compensation and reimbursement.

•       Actively participates in improvement projects that improve workflows, efficiency, accuracy, and quality of care experience.

•       Performs other duties as assigned.

Qualifications 

• HS Diploma or GED, REQUIRED; Bachelor's Degree in healthcare preferred
• Minimum 3 years customer service or case management experience, REQUIRED; Healthcare experience preferred
• BLS – required upon hire and continuously thereafter
• Demonstrates expertise in navigating complex patient care situations.
• High degree of interpersonal communication and relationship building skills.
• Demonstrated proficiency in computer programs such as customer databases, Microsoft Office and electronic medical record systems.
• Ability to work independently. 
• Conflict management. 
• Highly organized and ability to prioritize multiple tasks and case load. 
• Comprehend and interpret policies impacting safety and customer service.