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As a member of the Patient Experience team, the Patient Advocate is the liaison between the patients, families, and visitors and WMCHealth to ensure that patient-centered care complies with all local state and federal regulatory guidelines; and reflects the organization’s mission, vision and goals.  The role is based at Health Alliance Hospital and supports the Northern region of the WMCHealth network.  Under the supervision of the Regional Director, Patient Experience, an incumbent of this class ensures high-quality advocacy services; assuring patients of their right as delineated in the Patient Bill of Rights, effective and expedient complaint management, grievance resolution and service recovery.  This position involves work of a highly sensitive and confidential nature.  Supervision is not a regular responsibility of this class.  Does related work as required.

RESPONSIBILITIES

• Coordinates family meetings which may include clinical teams offering different medical services when patient/family have concerns regarding diagnosis, special needs, plan of care and various treatment options.
• Rounds on patients and serves as a liaison in communicating with clinical team regarding patient and family concerns/complaints and grievances.
• Conducts patient rounds on re-admissions with previous complaint/grievance issues and serves as a liaison to connect the patient's expectations and perspectives with the care team.
• Refers to medical ethics committee for cases that are deemed necessary for consultation.
• Participates in meetings involving clinical disclosure to patient/family which may involve cause of death or any medical intervention.
• Leads the investigation of all patient/family complaints and grievances; and reviews pertinent information, meeting with appropriate staff and managers regarding hospital care and services.
• Coordinates family meetings which may include clinical teams offering different medical services when patient/family have concerns regarding diagnosis, plan of care and various treatment options.
• Maintains proficiency with Patient Rights, HCAHPS, and other regulatory requirements and if requested, can educate others. Facilitates comfort care to palliative medical services in cases where appropriate.
• Provides education related to HIPAA (Health Insurance Portability and Accountability Act) to patients and caregivers.
• Works closely with patients/families/guardians of special needs populations to assess individualized needs throughout hospitalization.
• Performs related tasks to ensure the effective and efficient delivery of services.
• Coordinates with colleagues in WMCHealth Patient Experience team to ensure compliance of hospital policies under the purview of Patient Experience including Patient Rights, Language Services, Complaints and Grievances, Visitation and Service Animals. Maintains proficiency in HCAHPS data score: N/A
• Assists with creating reports/dashboards for committee and board reports as needed.

QUALIFICATIONS/REQUIREMENTS

EXPERIENCE

• Six or more years of experience with a focus on patient experience and/or customer service.

EDUCATION

• Masters or Bachelor's degree in nursing, counseling, advocacy, or related healthcare discipline

LICENSES/CERTIFICATIONS

• N/A

OTHER

• Superior customer-service and communication skills with emphasis on de-escalation
• Conversant with current evidence based best-practice advocacy standards, research and competencies in the field of patient advocacy.
• Proven problem-solving skills, ability to make effective decisions, and be understanding and supportive of both patients and hospital management needs.
• Ability to establish and maintain effective working relationships with a wide variety of professionals and clinical staff.
• Ability to handle and safeguard confidence.
• Ability to cope with stress.
• Ability to read, write, speak, understand, and communicate in English sufficiently to perform the essential duties of the position.
• Sound professional judgment; maturity; empathy; keen sensitivity; flexibility; dependability.
• Bi-lingual competency a plus