Advocacy specialist

To provide support to the Manager of Patient Advocacy and Administration in responding to patient / family problems, grievances or concerns with our healthcare systems and services To serve as an expert in all aspects of service recovery to include tools, techniques and technologies that serve to achieve and maintain excellent patient satisfaction.

Major Responsibilities :

Responsible to actively and proactively engage with patients, guests and associates as their contact in order to achieve excellent service levels and assure process compliance with our organization's vision and with all regulatory agencies.

Also responsible to provide the opportunity for our patients and their families to speak with an advocate that is non-biased, empathetic, welcoming and efficient.

Initiates service recovery process when applicable.

• Performs assessment of level situation i.e. grievance vs. complaint based on CMS / IDPH regulation and organizational policy
• Visits patients in person on on inpatient floors and outpatient areas upon need or request to engage them in conversation in order to assess the level of service and address issues as needed
• Provides service recovery, such as listening and acknowledging patient's difficulties, apologizing for errors, escalating patient needs to high priority actions, etc.
• Proactively seeks out opportunities for addressing patient needs.
• Responsible for facilitating lost belonging recovery process
• First response to all voice mail, incoming calls, walk-ins, correspondence and Rapid Response Code H.
• Establishes relationship with patient / guest via phone and in person by listening to ther concerns and responding to them by beginning the resolution process.
• Works as the mediator with patients and family members in partnership with clinical staff to diffuse situations that could potentially lead to liability cases
• Responsible for the management of all real-time / point-of-care grievances and complaints serving as a productive mediator / advocate between patient / family / guest and the hospital while partnering with clinical staff and collaborating with Risk Management to assist with concerns that could lead to serious legal ramifications as designated by medical center policy.
• Identifies real-time / at-point-of-care grievances and complaints and interacts and follows up as appropriate
• Responsible for classifying real-time / point-of-care grievances / complaints for the purpose of obtaining, monitoring and acting on the 'voice of the customers' written or verbal data

Education / Experience Required :

Associate Degree or equivalent 5 years of experience to include customer service and working in a healthcare setting Expert with interpersonal skills in both personal and telephone contacts Comfortable working in a diverse environment

Knowledge, Skills & Abilities Required :

Physical Requirements and Working Conditions :

• Excellent organizational skills and detail orientation Professional appearance and demeanor Outstanding interpersonal and service recovery skills because of the high level of interaction with patients, families and guests on a daily basis Ability to handle high levels of stress due to the nature of the position and the issues that are brought to this department Willingness to do whatever it takes to get the job done
• If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06 / 01 / 2015.

Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available.

Unique patient lifting / movement situations will be assessed on a case-by-case basis.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.

Incumbent may be required to perform other related duties.

Last updated : 2024-03-22