Patient Advocate PRN - West Monroe, United States - IASIS Healthcare

Description

Patient Advocate PRNClick Here to Apply OnlineJob DescriptionLocation: Glenwood Regional Medical Center
Posted Date: 1/5/2024

Job Type:

Per DiemDepartment: QUALITY AND SAFETYPOSITION SUMMARY Reporting to the Quality Director and works collaboratively with hospital leadership and corporate leadership.

The advocate will investigate, resolve, document and report patient and visitor compliments and concerns. Facilitate resolution of complaints and grievances of patients, family members and visitors. Develop, implement, and participate in customer service and patient relations initiatives. Provide monthly accountability and variance analysis of customer service outcomes. Document patient, family, and visitor concerns, complaints, and grievances.

Include patient demographics, area or unit of the hospital involved, synopsis of the incident or concern, actions taken to resolve, and outcome.

Investigate complaints and grievances and work collaboratively with physicians, directors, and managers of the involved units to develop a response to the complainant and an action plan to address identified opportunities for improvement.

Responses to complainants must be completed in a timely manner in accordance with the complaint/grievance pose letters, memos, etc., to patients, visitors, physicians, and hospital leadership as necessary ensuring grammatical accuracy and according to the terms of the grievance policy.

Coordinate an implementation plan for the plan of action in collaboration with the involved physicians, directors, managers, hospital leadership and Risk ManagerIdentify systems related problems via patient and family complaint data; work collaboratively with physicians, administrators, and staff to resolve.

Analyze complaint and grievance data and collaborate with monthly. Conduct monthly accountability and variance analysis of customer service outcomes.
Collaborate with unit leadership to meet customer service and clinical quality outcomes.
Assist in the preparation of annual and quarterly executive reports for senior leadership, present data to leadership teams. QUALIFICATIONS Bachelor's degree in behavioral science or related field preferred. Three years of relevant experience in a health care or patient advocacy environment. Possess strong customer service skills and interpersonal interactions.
Ability to handle difficult and angry people constructively. Excellent analytical skills, including analysis, planning, organizing, and troubleshooting.
Proficient in Windows-based operating software and systems.
Excellent written and oral communication skills and presentation skills.
Ability to work under minimal supervision. Adaptability with high tolerance for ambiguous work situations.
Ability to address difficult, awkward situations with tact and diplomacy.
Ability to work in conjunction with staff in a supportive way to troubleshoot and resolve issues.
Must be visible to staff, offering support and modeling service behaviors and concern resolution processes.

Must be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplish a goal.

Knowledge of healthcare environment and regulatory requirements regarding patient rights preferred. Steward Health Care is an Equal Employment Opportunity (EEO) employer.

Steward Health Care does not discriminate on the grounds of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristics.

Application InstructionsPlease click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you