What are the responsibilities and job description for the Patient Advocate position at Wellstar Health System, Inc.?
Facility: Douglas Hospital
Job Summary:
At Wellstar, we are committed to providing world-class healthcare with a compassionate heart. The Patient Experience Advocate plays a vital role in fostering trust and collaboration between patients, families, and our care teams. This position is responsible for addressing patient and family compliments, concerns, and grievances with professionalism, empathy, and a solutions-oriented approach.
Core Responsibilities and Essential Functions:
Customer Service Responsibilities:
* Demonstrates we are glad the patient or visitor chose WellStar 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
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
Transport, using good body mechanics as appropriate:
* Patients via wheelchair, ensuring patient safety
* Department supplies
* Equipment
* Patient belongings
Performs other duties as assigned
Complies with all WellStar Health System policies, standards of work, and code of conduct.
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):
n/a
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.
