What are the responsibilities and job description for the Patient Experience Advocate position at St. Luke's Duluth, MN?
Summary
- JOB SUMMARY
- The Patient Experience Advocate responsibility is to act as a liaison between the patient, their families, and staff. The Patient Experience advocate participates in the complaint and grievance process and advocates for the patient, their families, and Aspirus all while maintaining compliance with patient rights and regulatory compliance. This person works collaboratively with staff to track and trend complaints and patient satisfaction scores for performance improvement. This person can facilitate education to Aspirus employees on service excellence standards and expectations.
- MINIMUM QUALIFICATIONS
- Education: Associate's Degree.
- Experience: A minimum of two (2) years of experience in Communications, other health care facilities, or closely related experience dealing with customer complaints and service.
- License/Certification/Registration: N/A
- PREFERRED QUALIFICATIONS
- Education: Bachelor's Degree in a healthcare related field.
- Experience: N/A
- License/Certification/Registration: N/A
- KNOWLEDGE, SKILLS AND ABILITIES
- Ability to work effectively with all levels of the organization, patients, and visitors. Demonstrates excellent skills in problem-solving and improvement, leading and coaching others, verbal and written communication, and an ability to work independently. Requires working knowledge of the health care environment, dynamics of health system internal and external customer relations including physicians, employees and patients. Knowledge of the use of HCAHPS, market research, and other proxy data to identify industry best practice relative to the patient experience and to integrate and direct agreed upon actions. Demonstrates a high level of personal accountability to role model and lead by example the expectations for all associates to provide exemplary customer service. Ability to analyze and interpret data, and integrate raw data into actionable process improvements required. Strong customer service skills required.
- Proficient in Microsoft Word, Power Point, and Excel to accomplish day to day work with data management.
- Knowledge of Patient Advocacy practices and Patient Experience best practices.
- Familiarity with regulatory/CMS/DHS standards and requirements related to patient rights.
- Possesses ability to multi-task and prioritize work.
- Ability to review and analyze data for trends and opportunities for improvement.
- Strong oral and written communication skills.
- READING - Intermediate: Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals.
- WRITING - Intermediate: Ability to write routine reports, correspondence, or procedures.
- SPEAKING - Advanced: Ability to effectively present information and respond to questions from groups of managers, top management, public groups, clients, customers, and the general public.
- MATHEMATICAL SKILLS - Intermediate Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals and to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to compute rate, ratio, and percent and to draw or interpret bar graphs to apply concepts of basic algebra and geometry.
- REASONING ABILITY - Intermediate Skills: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
- PHYSICAL DEMANDS AND ENVIRONMENT
- PHYSICAL DEMANDS
- Stand - Occasionally Under 1/3 (1-2.5 hours)
- Walk - Frequently 1/3 to 2/3 (2.5 – 5.5 hours)
- Use hands to finger, handle, or feel - Continuously Over 2/3 (5.5 – 8 hours)
- Reach with hands and arms - Occasionally Under 1/3 (1-2.5 hours)
- Climb or balance - Rarely or None
- Stoop, squat, kneel, or crouch - Rarely or None
- Bending-repetitive forward - Occasionally Under 1/3 (1-2.5 hours)
- Talk or hear - Continuously Over 2/3 (5.5 – 8 hours)
- Taste or smell - Rarely or None
- LIFTING REQUIREMENTS
- Up to 10 pounds - Frequently 1/3 to 2/3 (2.5 – 5.5 hours)
- Up to 25 pounds - Occasionally Under 1/3 (1-2.5 hours)
- WORK ENVIRONMENT
- Typical Noise Level - Moderate noise (examples: business office with computers and printers, light traffic)
