What are the responsibilities and job description for the Patient and Family Advocate position at University of Maryland Medical System?
Full Time Days; 8am to 4 : 30pm
JOB SUMMARY :
The Patient and Family Advocate is dedicated to improving the patient and family experience through the investigation of patient / family complaints concerns and other feedback received. The scope of these duties extends to the inpatient outpatient and offsite clinical areas. The incumbent is responsible for providing assistance / support as needed with patients families and staff that are in contact with the Patient Experience department with a focus on proactive rounding service recovery and mitigation of concerns.
ESSENTIAL FUNCTIONS OF THE JOB :
Investigates patient and family concerns provides crisis intervention and mediation for complex situations throughout SRH including dialogue with patients and families and facilitation of family meetings / care conferences.
Responds to patient / family complaints and grievances verbally and in writing on behalf of SRH and ensures regulatory compliance throughout the process.
Works closely with the medical staff nursing and leadership to achieve resolution of the concern at the most appropriate level within the organizational structure.
Qualifications :
MINIMUM EDUCATION EXPERIENCE AND LICENSE / CERTIFICATION REQUIRED :
High school diploma required. Bachelors degree in healthcare related field communications psychology or comparable preferred.
Two years of experience in a healthcare environment required.
Working knowledge of personal computers and Microsoft Office suite required.
Excellent verbal and written communication skills including ability to synthesize the facts of an investigation and respond with compassion on behalf of SRH.
Must be detail oriented organized and have the ability to multitask.
Must possess excellent interpersonal conflict resolution and problem solving skills while working in a fastpaced environment.
Additional Information :
All your information will be kept confidential according to EEO guidelines.
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