Patient Advocate - Quality Management - Full Time

Summary:

Provides services to patients of all ages at a high competency level. The Patient Advocate has the responsibility and accountability to act as a liaison between the patient/family and the hospital staff. This position includes assisting with issues or concerns that arise affecting patient/family satisfaction. The Patient Advocate provides interventions to a designated customer base per the department's Scope of Service (infant to elderly adult) in a manner that demonstrates an understanding of the functional/developmental age of the individuals served. This position requires the full understanding and active participation in fulfilling the Mission of CHRISTUS Good Shepherd Hospital to include but not limited to demonstrating behavior consistent with the Core Values.

Responsibilities:

• Patient Advocate shall support CHRISTUS Good Shepherd's strategic plan, goals, and PI initiatives.
• The patient advocate may be required to work in numerous areas of the hospital and will be cross-trained to become efficient in these various areas.
• The patient advocate will assist visitors and patients at information desks throughout the hospital, provide directions as requested, and respond to patient complaints or concerns within regulatory guidelines and in accordance with policies and procedures of CHRISTUS Health.
• The Patient Advocate will provide appropriate information to customers in accordance with HIPAA guidelines, perform clerical and other duties as requested, and adhere to high standards of customer service.
• The Patient Advocate will assist the Auxiliary department at entrances, halls, and waiting rooms in the Ambulatory, Inpatient, Outpatient, and Emergency Department.
• The Patient Advocate will perform other duties as assigned to promote efficient and effective operations and improved patient experiences, such as rounding on patients to promote excellent customer service and quality clinical care, as well as provide immediate feedback to leaders and associates.
• Excellent interpersonal skills are required for this position to decrease anxiety and promote the hospital as a positive place for patients, families, and visitors.
• The Patient Advocate will be expected to complete all HLC HealthStream modules timely manner, review and approve timecards weekly, and consistently appear well-groomed by observing hospital dress code and wearing ID badge at all times while on duty.
• The Patient Advocate will consistently utilize AIDET communication techniques when interacting with everyone everyday while on duty.

Requirements:

Education/Skills

• High School Diploma
• Computer literate
• Excellent verbal and written communication skills

Experience

• Customer Relations experience preferred; Knowledge and Experience in working with customers who have unique challenges and conflict resolution

Licenses, Registrations or Certifications

• N/a

Work Schedule:

8AM - 5PM Monday-Friday

Work Type:

Full Time