Customer Service Advocate

DMC Sinai-Grace Hospital is committed to providing exceptional patient care in a supportive and collaborative environment. As a member of our team, you will have the opportunity to work with advanced technology and be part of a healthcare community dedicated to making a positive impact on the lives of our patients.

Benefit Statement

At Tenet Healthcare, we understand that our greatest asset is our dedicated team of professionals. That’s why we offer more than a job – we provide a comprehensive benefit package that prioritizes your health, professional development, and work-life balance. The available plans and programs include:
• Medical, dental, vision, and life insurance
• 401(k) retirement savings plan with employer match
• Generous paid time off (PTO)
• Career development and continuing education opportunities
• Health savings accounts, healthcare C dependent flexible spending accounts
• Employee Assistance program, Employee discount program
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder C childcare, auto C home insurance.

Note: Eligibility for benefits may vary by location and is determined by employment status

Job Summary

Provides a support, review and response mechanism to patients, family members and visitors. Identifies patient concerns, assesses patient satisfaction and facilitates resolution of concerns with the delivery of hospital services based upon patients' rights and hospital policies and procedures. Provides priority visits to special need patients and/or patients who have previously expressed concerns with hospital care/service, and functions as a liaison between clinical staff and families of patients in critical or emergent conditions.

Provides support to the families of deceased patients and communicates the availability of community resources. Assists in the identification of John and Mary Does and/or unidentified families/significant others. Maintains records, statistics and documentation reflective of patient/family interventions. Contributes to the discharge planning process through referrals to home care agencies/equipment companies, contact with insurance carriers and completion of appropriate forms.

Assists in the development/implementation of policies and procedures related to patient advocate services and other departmental projects. Supports the Social Work function as a liaison to physicians and employees regarding services, and provides instruction to hospital staff regarding the purposes/practices of patient advocacy services.

Minimum Qualifications

1. Associate’s degree or the equivalent combination of education and/or experience. Bachelor’s degree in Business, Health Care or closely related field preferred.

2. At least one year experience in a customer service or retail environment. Experience in a health care environment preferred.

Skills Required

1. Analytical ability to identify opportunities for improvement and problem resolution.

2. Interpersonal skills to build effective working relationships with other hospital departments and patients, families and outside agencies.

3. Ability to cope with stressful situations or encounters, and manage multiple and sometimes conflicting priorities.

Facility Description

DMC Sinai-Grace Hospital is DMC’s largest hospital, offering a comprehensive heart center, cancer care, gerontology, emergency medicine, obstetrics/gynecology and cosmetic services. Sinai-Grace’s joint replacement program features a revolutionary minimally invasive knee and hip replacement surgery that attracts patients from all over the country. Sinai-Grace operates more than 21 outpatient care sites and ambulatory surgery centers throughout Wayne and Oakland Counties and is one of 10 hospitals in the nation to be awarded a Robert Wood Johnson Foundation grant to help set the standards of cardiac care for hospitals and physicians throughout the nation.

EEO Statement

Employment practices will not be influenced or affected by an applicant’s or employee’s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status.

Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.

Tenet participates in the E-Verify program. Follow the link below for additional information.

E-Verify: http://www.uscis.gov/e-verify

The employment practices of Tenet Healthcare and its companies comply with all applicable laws and regulations

Employment practices will not be influenced or affected by an applicant’s or employee’s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.
Tenet participates in the E-Verify program. Follow the link below for additional information.
E-Verify: http://www.uscis.gov/e-verify
The employment practices of Tenet Healthcare and its companies comply with all applicable laws and regulations.