Patient Advocacy Manager

MedStar Health is looking for a Patient Advocacy Manager to join our MedStar Georgetown University Hospital (MGUH) team!   

The Patient Advocacy manager will oversee the daily operations of the Patient Advocacy department. The manager will have responsibility and accountability for the management and direction of the Advocacy team, focusing on adherence to regulatory rules regarding patient complaints and grievances. The manager is also responsible for investigating and managing executive grievances and compliments, including the writing of acknowledgement and resolution letters. The manager serves as the point person for complaints and grievances relating to MGUH, that also involve other MedStar entities. Responsibilities also include the oversight of the Service Recovery program, billing disputes and insurer grievances. 

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: 

• Acts as an impartial member of the interdisciplinary healthcare team to identify and address concerns raised by the patients, families, or providers. Collaborates with Legal, Risk Management, Compliance and Regulatory depts and the Center for patient Safety to identify and assess potential risks to patients, providers, and the organization.  

• Leads the Patient Advocacy program ensuring that the patient advocates act on behalf of patients and families in all issues of compliance with MedStar Health's statement of Patient Rights and Responsibilities. Provides assurance to patients and their families that their voice will be heard and that their wishes and rights are honored. Assures the patient that the presentation of a complaint will not compromise or prejudice access to care.  

• Investigates all executive grievances and develops acknowledgment, updates, and closure letters, in coordination with the multi-disciplinary team, department chairs and administrative leadership. Coordinates with MedStar Health System leadership teams on complex patient grievances across multiple entities as needed, representing MGUH. Develops relationships with administrative and clinical leaders to cultivate the basis for and access to the seamless resolution to a patient or family issue. Works to be seen and understood by patients, families, and providers as an impartial catalyst for resolution.  

• Serves as the system/database manager, trainer, and resource for the hospital’s patient feedback reporting system (RLS), accurately maintaining the database and producing and presenting reports for executive committees (QSEC and QSPAC). Leads the hospital’s grievance committee and maintains current knowledge of Grievance and Complaint policy, producing reports during regulatory reviews and maintaining accountability for data  

• Performs personnel management functions for the department, including interviewing, hiring, scheduling, training, coaching evaluating and terminating associates in coordination with Director of Patient Service Excellence. Plans, provides, and evaluates orientation, training, continuing education programs and other opportunities for learning. 

Qualifications: 

• Bachelor’s degree in a healthcare related field, business, or marketing/communications. 

• 5 years’ experience in healthcare, consumer advocacy, patient relations or related field. 

• 2 years' experience as a leader.

• RN preferred.