Patient Advocate II

EDUCATION/EXPERIENCE: Bachelor?s Degree in sociology, psychology, communications, or other human relations discipline required. 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 REPORTS TO: Patient and Family Relations management LICENSURE, CERTIFICATION, and/or REGISTRATION: N/A 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. 10. Performs other duties as assigned i.e., covering the front desk, occasional rounding on units, etc. 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. WORK ENVIRONMENT: Clean, well-lit, office environment Subject to many interruptions Occasionally subject to irregular hours Contact with patients under wide variety of circumstances High stress levels at times PHYSICAL REQUIREMENTS: 0% 35% 65% to to to 35% 65% 100% N/A Activity X Standing X Walking X Sitting X Bending X Reaching with arms X Finger and hand dexterity X Talking X Hearing X Seeing Lifting, carrying, pushing and or pulling: X 20 lbs. maximum X 50 lbs. maximum X 100 lbs. maximum