Department: Patient Advocacy

FTE: 1.00
Full Time
Shift: Days

Position Summary:
Emulate and promote the highest quality of hospitality, customer service, compassionate care and the patient experience. The Patient Advocate will serve as a liaison between patients, their families and their representatives. Assist and advise patients and visitors with questions or concerns about their care, general queries, recognizing a UNMH team member, and/or complaints and grievances. The Patient Advocate will facilitate prompt resolution to customer complaints and inquiries and provide information and direct customers. Will advocate for patients and their families and their representatives while adhering to patient rights and responsibilities. Ensure adherence to UNMH and departmental policies and guidelines. Will also participate in performance improvement projects that enrich the patient and family experience. No patient care assignment.

Detailed responsibilities:
* PATIENT ASSISTANCE – Serve as a liaison for the patient and family in the mediation and resolution of complaints and grievances; research customer complaints and queries; document interviews, propose resolution and forward to appropriate department personnel; assist and advise patients and visitors regarding queries and complaints; facilitate and assure prompt resolution to customer complaints and inquiries
* PATIENT ASSISTANCE – Lead patient advocacy processes for UNMH by abiding by all patient rights and responsibilities, accreditation standards, and regulations by the Centers for Medicare and Medicaid
* REPORTS - Prepare and maintain a variety of reports; analyze and interpret trend data and produce reports as required; prepare, present and disseminate information to professional individuals, groups and organizations
* POLICIES & PROCEDURES - Participate in the development and implementation of policies and procedures; identify and recommend areas of improvement
* COMMUNICATION - Act as a liaison between staff, patients, and visitors to promote and facilitate communication, problem solving, decision making, crisis intervention, and conflict management; refers individuals to appropriate resources
* WORK - Able to work independently and within a team environment
* DEVELOPMENT - Enhance professional growth and development through participation in educational programs, reading current literature, attending in-services, meetings and workshops
* COLLABORATION - Collaborates with supervisors and managers to identify area of opportunity for process improvement; offering suggestions to resolve complaints and recommending solutions to reduce complaints and grievances
* QUALITY – Identify, lead and participate in performance improvement projects that enrich interactions, simplify access and ease frustrations of patients and family members by evaluating current practices and recommending opportunities for improvement based off trend data
* CONFIDENTIALITY – Maintains patient and family confidence by keeping complaint information confidential
* QUALITY and SAFETY- Proactive rounding on public areas and units in hospitals and clinics, promoting positive relationships with patients and family members and ensuring the physical environments meet high standards
* EDUCATION - Coordinate and conduct education presentations for hospital and clinic staff regarding Patient Advocate policies and guidelines as needed

Qualifications

Education:
Essential:
* Bachelor's Degree
Nonessential:
* Master's Degree
Education specialization:
Essential:
* Related Discipline
Nonessential:
* Related Discipline

Experience:
Essential:
2 years directly related experience
Nonessential:
At least 3 years’ experience working with the public; background in data analysis; experience in de-escalation techniques Bilingual English, Spanish, Keres, Tewa, Tiwa, Towa, Zuni, or Navajo

Credentials:
Nonessential:
* Certificate in Hospital Patient Advocacy or w/in 2 Years
* Licensed or Registered or Certified Health Care Professional

Physical Conditions:
Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Working conditions:
Essential:
* Sig Haz: Physical risk/injuries due to combative patients