What are the responsibilities and job description for the Patient Advocate position at Wellstar Health System, Inc.?
Facility: Kennestone Hospital
Job Summary:
Multi-skilled care giver who functions under the manager of customer service/patient relations. Acts as a liaison among patients, families, visitors, and employees. Assist personnel in solving consumer related problems to insure customer satisfactions. Communicates knowledge concerning facility/system policy and procedures to maintain up-to-date information. Provides assistance as well as emotional support for families and visitors. Performs other duties deemed necessary to ensure delivery of patient care.
Core Responsibilities and Essential Functions:
Customer Service Responsibilities
- Demonstrates we are glad the patient or visitor chose WellStar Kennestone Hospital for their health services as part of the greeting. Welcomes each visitor with a smile and pleasant greeting.
- Provides name and title when approached or when approaching the patient/visitor and gives them or when answering the phone
- Offers assistance with wheelchairs, directions (walks visitor/patient to requested area when appropriate)
- Provides comfort items. (blanket, coffee, water, juice, etc) as requested or needed. Provides children with age appropriate entertainment options if available.
- Turns negatives unto positive. Utilizing our Service Recovery to meet the needs of patient/visitor or families.
- Acts as a liaison among patients, families, visitors, and employees. Keeps leadership informed of any unusual conditions or challenging patients/visitors.
- Provides support by giving directions, making phone calls, providing resources, and other tasks as needed.
- Assist in answering inquires related to facility visits. (information regarding wait times, delays in treatment, financial concerns, and general dissatisfaction)
- Rounds on patients in the waiting area to inform of wait times or delays
- Addresses all patients and visitors in an upbeat, cheerful manner 50% Customer Service responsibilities during time in department or hospital
- Rounds on the patients the waiting room or assigned area, rarely leaving this area.
- Maintains contact with patient/family and know them by name and location.
- Addresses needs identifies which are within scope of job responsibilities
- Addresses concerns or issues, or directs to the appropriate person
- Monitors the cleanliness of the bathroom and the surroundings of the Lipson Area 30% Transport, using good body mechanics as appropriate:
- Patients via wheelchair, ensuring patient safety
- Department supplies
- Equipment
- Patient belongings 20%
Required Minimum Education:
High school diploma Required or
equivalent. Required
Required Minimum License(s) and Certification(s):
All certifications are required upon hire unless otherwise stated.
Additional License(s) and Certification(s):
Required Minimum Experience:
Emergency or Customer Service experience Preferred
Required Minimum Skills:
Excellent interpersonal, communication, decision-making/problem solving, organizational/time management, analytical and computer.
Must be able to tolerate stressful situations and maintain pleasant disposition under adverse circumstances.
