Patient Care Advocate

What You Will Do

• Patient Advocate Coordination
  
  
  • Assist with Monitoring for compliance of JC/CMS standards and UH Policy related to grievance and/or patient complaints
  
  
  • Data management including collection, entry, trending and analysis to support performance improvement
  
  
  • Consistently demonstrates ability for collaborative problem-solving
  
  
  • Supports performance improvement as directed and as appropriate
  
  
  • Works in collaboration with the Quality, Risk, Legal and leaders and staff under direction of RN
  
  
  • Provide families and patients with a resource to assist with resolutions regarding quality of care, service level concerns, and lost items.
  
  
  • Assist patients & families in understanding their rights and responsibilities while serving as a professional representative of the UH System
  
  
  • Triage Advocacy phone line during business hours assisting with concerns/requests that do not require RN Patient Advocate Monitoring assistance or oversight.
  
  
  • Consistently demonstrates proactive issue identification and creative, collaborative problem-solving.
  
  
  • Initiate and maintain the database for patient complaints, compliments and grievances.


• Administrative support
  
  
  • Supports the operation of the hospital’s Quality/Patient Advocacy Department and its staff
  
  
  • Provide administrative support to the Patient Care Advocacy Department. This includes providing administrative support (i.e. drafting letters, scheduling, meeting notifications, preparing the agenda and packets, and minutes) for various meetings data entry and report generation from the advocacy databases (i.e. Midas).
  
  
  • Supports administrative duties as assigned
  
  
  • Assists in setting up meetings. Prepares and distributes meeting agendas, minutes, and attachments with accuracy and timeliness
  
  
  • Ensures timely and accurate flow of information
  
  
  • Maintains strict confidentiality related to but not exclusive to data, event reports, case analysis, and minutes content
  
  
  • Prioritizes workload, with the ability to shift priorities as directed
  
  
  • Maintain the Service Recovery Database and generate reports to identify trends. Purchase and maintain items for the service recovery program.


• Data Coordination
  
  
  • Participates in performance improvement as directed including data collection through
  
  
  • concurrent and retrospective review of hospital processes and procedures
  
  
  • Performs electronic data collection from clinical sources
  
  
  • Assist in summarizing data/outcomes, developing summary reports designed to trend outcomes, assists with identification of opportunities for improvement, and facilitates quality improvement initiatives in collaboration with and under direction on the Patient Advocate Monitoring RN staff.


• Regulatory Compliance Coordination
  
  
  • Maintain data collection to support and drive meeting regulatory standards.
  
  
  • Under direction of System Director disseminates data and feedback on compliance with regulatory standards.

• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

Education

• Bachelor's Degree (Required) or
• 10 commensurate experience in Patient Care Advocacy/Patient Experience/Quality (Required)

• 3 years healthcare experience (Required)
• Previous experience as a patient advocate (Preferred)

• Data experience including collection, entry and trending (Preferred proficiency)
• Previous experience preparing minutes (Required proficiency)
• Knowledge of performance improvement methodologies (Required proficiency)
• Knowledge of Midas and statistical tools and data base management. (Required proficiency)
• Demonstrated written & verbal communication skills (Required proficiency)
• Ability to master multiple data base applications (Required proficiency)
• Excellent time management and interpersonal skills. (Required proficiency)
• Ability to manage multiple projects and prioritize. (Required proficiency)
• Able to work independently. (Required proficiency)
• Excellent verbal and written communication skills. (Required proficiency)
• Ability to problem solve. (Required proficiency)
• Ability to empathize and be nonjudgmental (Required proficiency)
• Proficiency with the Microsoft office (Required proficiency)

• Standing Occasionally
• Walking Occasionally
• Sitting Constantly
• Lifting Rarely 20 lbs
• Carrying Rarely 20 lbs
• Pushing Rarely 20 lbs
• Pulling Rarely 20 lbs
• Climbing Rarely 20 lbs
• Balancing Rarely
• Stooping Rarely
• Kneeling Rarely
• Crouching Rarely
• Crawling Rarely
• Reaching Rarely
• Handling Occasionally
• Grasping Occasionally
• Feeling Rarely
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

• 10%