Patient Advocate

Responsibilities:

• Serve as a designated liaison between patients and CCH administration and departments.
• Interpret and explain to patients and their families the policies and procedures of CCH and the health system.
• Advise and facilitate solutions around concerns expressed by patients, in collaboration with departmental staff, providers and leaders.
• Advise, counsel and interact with staff and providers about the concerns expressed by patients, while assisting the staff and providers with being sensitive to the patients’ individualized needs while at CCH.
• Provides/facilitates as needed education and training on Patient Experience, the Grievance/Complaint process and Service Recovery across the organization.
• Establish and maintain effective working relationships with leaders, providers and staff at all levels to support daily continued improvement for the patient experience in order to mitigate risk.
• May direct patient inquires and concerns to appropriate staff members and may act as an intermediary to CCH administration on behalf of patients and their families.
• Identify and assess communication problems which may arise between the patient and his/her healthcare team.
• Investigates employee complaints and manages charges.
• Encourage understanding and adherence, by staff and patients, to the hospital’s policies concerning Patients’ Rights and Responsibilities.
• Facilitate/participate in patient/Departmental Rounding as part of a proactive approach to Service Recovery and to enhance the patient experience.

Credentials:

Education or Equivalent Experience:

• Bachelor of Arts or Science (Required)
• Related Field 5 years of experience in hospital or healthcare setting. Knowledge of patient care processes and patient complaint management. Excellent counseling skills to diffuse difficult situations.