Job Summary:

MedStar Health is looking for aPatient Advocateto join ourMedStar Franklin Square Medical Center (MFSMC) team!

ThePatient Advocate will ensurethat all patients, families, and guests receive the best customer service experience by eliminating conflicts, offering coaching, and creating a consistent welcoming experience across all our entry points. Works collaboratively from a leadership level with all functional units, departments, and clinics to resolve patient complaints and grievances. Ensures department compliance with The Joint Commission guidelines.

Join one of the largest healthcare systems in the Baltimore-Washington metro region, also recognized as one of the "Healthiest Maryland Businesses". Apply today and learn how MedStar Health can be your next great career move!

Primary Duties:

• Researches and analyses customer grievances and complaints; and composes appropriate verbal and written responses to resolve their concerns amicably. Escalates to Director of Risk management when needed. Addresses lost belongings complaints as well. Escalates concerns for claims or serious safety events to the Medical Director of Quality, Risk and Safety.

• Identifies areas for improvement and provides/presents detailed recommendation and proposed action plans to Quality and Risk leadership. 

• Monitors patient relations, changes efforts and evaluate metrics. Reviews concerns with patients and families in patient areas, including outpatient settings, inpatient rooms, and the ED (Emergency Department). Follows up directly with patients to ensure that issues have been resolved to their satisfaction. 

• Performs periodic auditing of complaints and grievances to ensure MFSMC and CMS guidelines compliancy. 

• Participates in local entity patient experience team meetings and other action committees.

Qualifications:

• Bachelor's degree in business management, Hospitality, Healthcare Administration, or another related field.

• 2 years of progressively more responsible job-related experience, ideally in service excellence. Working knowledge of improvement processes.