Patient Advocate

Position Summary: Responsible for responding to and addressing complaints or concerns raised by patients or patient(s) significant others.

Position Responsibilities:

Clinical / Technical Skills (40% of performance review)

• Addresses concerns/complaints by patients or patients’ significant others in a timely and effective manner.
• Responds to grievances per policy.
• Maintains professionalism and non-judgmental attitude when responding to complaints or grievances.
• Acts in the best interest of the patient and serves as an advocate for the patient when concerns arise.
• Investigates the complaint/grievance ad involve appropriate hospital leadership as necessary.
• Will attend and be a member of the Grievance Committee.
• Will maintain documentation for each complaint and grievance received as well as documentation for actions taken.  

Safety (15% of performance review)

• Strives to create a safe, healing environment for patients and family members.
• Follows all safety rules while on the job.
• Reports “near misses”, as well as errors and accidents promptly.
• Corrects minor safety hazards.
• Communicates with peers and management regarding any hazards identified in the workplace.
• Attends all required safety programs and understands responsibilities related to general, department, and job specific safety.
• Participates in quality projects, as assigned, the monthly Performance and Improvement Committee and supports quality initiatives.

Teamwork (15% of performance review)

• Works well with others in a spirit of teamwork and cooperation. 
• Responds willingly to colleagues and serves as an active part of the hospital team.
• Builds collaborative relationships with patients, families, staff, and physicians.
• The ability to retrieve, communicate, and present data and information both verbally and in writing as required
• Demonstrates listening skills and the ability to express or exchange ideas by means of the spoken and written word. 
• Demonstrates adequate skills in all forms of communication. 

Integrity (15% of performance review)

• Strives to always do the right thing for the patient, coworkers, and the hospital
• Adheres to established standards, policies, procedures, protocols, and laws. 
• Applies the Mission and Values of SUN Behavioral Health to personal practice and commits to service excellence.
• Supports and demonstrates fiscal responsibility through supply usage, ordering of supplies, and conservation of facility resources.
• Completes required trainings within defined time periods.
• Exemplifies professionalism through good attendance and positive attitude, at all times.

Compassion (15% of performance review)

• Demonstrates accountability for ensuring the highest quality patient care for patients.
• Willingness to be accepting of those in need, and to extend a helping hand
• Desire to go above and beyond for others
• Understanding and accepting of cultural diversity and differences

Education

• Required: High School Diploma or equivalent.  CPR and hospital selected de-escalation training.
• Preferred: Some college.
• May substitute experience for education.

Experience

• Preferred: One (1) year of experience in a health care or behavioral health care setting.
• May substitute education for experience.