The Patient Advocate/Customer Service Coordinator serves as a liaison between patients, families, physicians, and clinical staff to provide proactive and personalized services to enhance the patient and family experience. Proactively collaborates with leaders and staff to improve patient satisfaction. Proactively obtains resolution of concerns brought forward during daily rounding. Assists patients and families with the completion of the patient satisfaction survey prior to discharge.

Essential Functions:

 A: Job Specific:

Conducts daily rounds on patients to proactively resolve issues and to assure their experience meets and exceeds expectations.

• Assists patients and families with the completion of the satisfaction survey prior to discharge.
• Attends the Interdisciplinary Care Team meetings and actively participates by bringing issues forward for resolution.
• Make recommendations for improvement based on patient and family feedback.
• Provide a link between the hospital, patient, and families, especially in area of conflict resolution concerning treatment or care.
• Provide a formal mechanism for the investigation, resolution and recording of patient complaints.
• Works a flexible schedule as determined by the CNO, with an emphasis on working during the hours when admissions and visits by family members are most likely to occur. This may entail working non-standard shifts (e.g., 11:00am to 7:30pm) and days (e.g., Tuesday – Saturday) and a schedule that changes based on holidays, etc.
• Welcomes newly admitted patients and their families to the hospital.
• Works with the Admission Coordinator to ensure that rooms are prepped and in place, and that the hospital’s external and internal common areas are always tour-ready.
• Ensures that new patients receive a completed and standardized Kindred admission kit upon their admission to the hospital.
• Explains the Heart Service Recovery program to newly admitted patients and introduces the customer to the staff member who has been assigned to serve as that customer’s leadership representative.

B: Company Specific

• Adheres to dress code, appearance is neat and clean and wears appropriate identification while on duty.
• Completes annual health, safety, and education requirements. Maintains professional growth and development.
• Maintains confidentiality of all patients and/or employee information to assure patient and/or employee rights are protected.
• Demonstrates knowledge of the principles of growth and development over the life span and the skills necessary to provide age-appropriate care to the patient population served.
• Reports to work on time as scheduled; adheres to policies regarding notification of absence.
• Attends all mandatory in-services and staff meetings.
• Represents the organization in a positive and professional manner.
• Complies with all organizational policies regarding ethical business practices.
• Communicates the mission, ethics, and goals of the hospital, as well as the focus statement of the department.
• Maintains current licensure/certification for position, if applicable.
• Consistently demonstrates Guest Relation’s skills to patients, physicians, visitors, employees, and any other individuals with whom they may come in contact.
• Consistently follows departmental and hospital Health, Safety, Security, Hazardous Materials policies, and procedures.
• HIPAA: Conduct job responsibilities in accordance with HIPAA privacy laws, follow hospital policy in provision of patient confidentiality. Able to identify patient confidentiality issues and reports to proper hospital personnel immediately.
• Compliance: Conducts job responsibilities in accordance with standards set forth in Kindred’s Code of Conduct, Kindred policy and procedures, applicable federal and state laws, and applicable standards.

Service Excellence Elements:

Pride – (Owning and feeling proud of work quality and our mission.)
Performs work that reflects ownership and is a credit to self and positively represents Kindred.

Teamwork – (Achieving greater results through cooperation and recognizing contributions.)
Cooperates with co-workers while performing duties leading to everyone being able to achieve success and giving recognition where it is due.

Compassion – (Listening and focusing on the patient/resident; taking sincere, appropriate actions.)
Meets the patients’ needs and concerns by consistently acting in a patient-focused manner.

Integrity – (Doing the right thing.)
Demonstrates adherence to a strict moral or ethical code in performance of duties by always seeking to do the right thing.

Respect – (Treating others as they would like to be treated; valuing others.)
Acknowledges the worth of others through professional greetings, proper telephone etiquette, patience, and common courtesy.

Fun – (Enjoying work and being an enthusiastic participant.)
Demonstrates a positive attitude toward work and devotion to the task at hand.

Professionalism – (Assuring skills (licensures) are current; looking and acting the part while performing at the highest level.)
Keeps skills, competencies and required licensures/certifications current; displays mastery over attitude and behavior and pride in appearance. Consistently performs duties to the best of abilities.

Responsibility – (Being accountable, doing what is expected or beyond; assuring what needs to get done, gets done.)
Takes ownership of all aspects of duties shown through reliable, timely performance and accountability.

Knowledge/Skills/Abilities: 

• Excellent oral and written communication and interpersonal skills
• Intermediate to advanced knowledge of Microsoft Office (specifically Word and Excel)
• Demonstrates ability to work with multiple people from diverse backgrounds.
• Demonstrates excellent verbal and non-verbal communication skills, tact, and diplomacy.
• Good organizational skills: values follow through and attention to detail.
• Must be detailed oriented, efficient, flexible, and proactive.

DISCLAIMER:

This description is designed to indicate the general nature and level of work for this position. It is not intended to describe minor duties or other responsibilities that may be periodically assigned

Education: High School Diploma- Required/College degree in progress- Highly desirable

Licenses/Certification: LPN Strongly preferred; other licensed clinical professionals considered.

Experience: Minimum of three years’ experience in hospitality, guest services, or customer service.