Patient Advocate

A NONPROFIT HEALTHCARE PROVIDER IN EL DORADO COUNTY Marshall Medical Center is a nonprofit community healthcare provider located in the heart of the Sierra Foothills. Our history stems back to 1956, when the community banded together to build a modern hospital for El Dorado County. Since opening our doors in 1959, Marshall has been proud to maintain our status as an independent hospital whose governance remains local. Our mission is to improve the health of our community and offer health services of superior value and quality, centered on the goals and needs of our patients. We strive to deliver service that exceeds our patients’ expectations. Quality Care Marshall is routinely recognized in the top tier of hospitals in California by independent consumer healthcare groups, and we’re always striving to improve. Marshall’s Emergency Department is a verified Level III Trauma Center and our Stroke Program is not only distinguished as a Primary Stroke Center by the Joint Commission but also earned a Gold–Plus designation from the American Heart/American Stroke Association. Marshall’s Birth Center was also designated by the World Health Organization and UNICEF as a Baby Friendly® certified facility for breastfeeding advocacy. Serving El Dorado County & Surrounding Areas Marshall Medical Center includes Marshall Hospital, a fully accredited acute care facility with 125 beds located in Placerville; several outpatient facilities in Cameron Park, Placerville, El Dorado Hills, and Georgetown; primary and specialty care clinics and a team of more than 1,600 employees providing quality healthcare services to residents of El Dorado County. Marshall’s executive leadership has a local board of directors who volunteer their time to represent the needs and interests of a growing community. Marshall also has a dedicated group of over 125 Auxiliary members that volunteer their time, along with more than 150 community volunteers. Department: Quality Management Shift: Primarily Days (United States of America) Type: Regular - Per Diem Job Description POSITION SUMMARY The Patient Advocate investigates, documents and tracks patient and visitor concerns and compliments, alerts Administration of any potential events that might require reporting to regulatory bodies or insurance carriers and works closely with the Business Office and Risk Management to ensure timely and effective resolution of patient concern(s) and provide the utmost patient satisfaction. This position makes follow-up phone calls to discharged patients in order to increase patient satisfaction, identify areas of concern and answer patient questions. Makes or changes follow-up medical appointments and diverts patient’s medical questions to clinical personnel as appropriate. In addition, this position coordinates various staff and community outreach events/programs and participates on patient satisfaction committees and Performance Improvement (PI) projects as assigned. POSITION QUALIFICATIONS Education/Licensure/Certification: High School graduate or equivalent required, Associate Degree preferred. Basic medical terminology preferred. Must be a Notary Commission for the State of California or obtain within 3 months of hire. Knowledge: Knowledge of basic records maintenance and retrieval systems, proficiency in Windows based word processing, spreadsheet (Excel), email and calendaring software required. Customer service experience strongly preferred. Knowledge of the general flow of a patient admission and discharge process preferred. Skills: Excellent communication skills required and the ability to handle difficult people in an honest, direct, and respectful manner. Must have excellent interpersonal skills in order to lead, teach, and persuade others and/or interact effectively with others in very difficult situations. Must have the ability to work with minimal supervision; frequently reprioritize workload and handle multiple tasks at once. Must have the ability to establish a positive rapport with patients and the public. A moderate level of analytical ability is required. Work is performed in accordance with standard procedures but does require basic technical knowledge or in-depth, experience-based knowledge in order to analyze and interpret information. Work is standardized but requires incumbents to deviate from established procedures when special problems or opportunities arise. Basic computer skills required, however no technical training is necessary prior to hire. Must have excellent organization skills