Patient Advocate II, Wilkes Medical Center

Overview

JOB SUMMARY: 

Manages relationships between patients, families, and Medical Center personnel. Serves as a liaison and mediator for both internal and external parties when concerns and challenging situations arise. Compiles information for investigation, classifies concerns and grievances, determines appropriate follow-up actions, and facilitates resolution of problems. Maintains timely and strictly confidential documentation to be used when accrediting bodies review patient care and hospital procedures. Presents him/herself professionally, has excellent interpersonal and communication skills, and is dedicated to improving care and communication throughout the Medical Center. Handles moderately complex issues and problems, and refers more complex issues to higher-level staff. Possesses solid working knowledge of subject matter. May provide leadership, coaching, and/or mentoring to a subordinate group. 

EDUCATION/EXPERIENCE: 

• Bachelor's Degree in sociology, psychology, communications, or other human relations discipline required OR, 
• 3+ years of experience in hospital patient relations or comparable experience in a related field may be considered. 
• Knowledge of medical terminology and Medical Center service lines/chain of command preferred  

ESSENTIAL FUNCTIONS: 

1. Identifies concerns, responds to and provides follow-up to ensure patient/family resolution, satisfaction, and documentation for further analysis regarding maintaining/improving quality of care in the institution. Maintains patient confidentiality. 

2. Documents concerns for later analysis in order to maintain and improve the quality of care in the institution. 

3. Investigates and resolves patient/family problems with Medical Center departments by referral to appropriate departmental supervision. 

4. Performs duties and conducts interpersonal relationships in a manner designed to project a positive image of the Medical Center. 

5. Ensures that all contacts with patients, the public, physicians and other hospital staff are carried out in a prompt and courteous manner. 

6. Promotes a caring and compassionate environment. 

7. Assists in the compilation of monthly Patient Relations reports. 

8. Maintains professional knowledge by participating in hospital-required trainings, attending conferences, and providing education/training around patient-and-family centered care. 

9. Provides age/developmental appropriate care in accordance with Age/Developmental Specific Care Guidelines for the specific age groups served when interacting with patient?s families. 

SKILLS & QUALIFICATIONS: 

• Exceptional interpersonal and problem solving skills, dedicated to improving care and communication throughout the Medical Center. 
• Ability to deal with high level of stress calmly and effectively with people who may be emotional 
• Exceptional oral and written communication skills 
• Professional appearance 
• Interacts with coworkers in an effective, positive, and professional manner to encourage a cohesive work environment 
• Conflict resolution skill, team player, work independently, gentle assertiveness, ability to work with diverse patients and family members and all levels of professional and administrative staff.