Patient Advocate Manager

POSITION SUMMARY:

The Patient Advocate is responsible for the patient experience during the patient's stay Nexus Children's Hospital- NCH.

JOB SPECIFIC RESPONSIBILITIES:

• Assures a secure and comforting welcome to patient support person upon admission.

• Contacts families and/or patients one (1) days before admission to introduce your role and to review the admission process

• Follows-up on all admissions and family members during the first week of admission and weekly after that.

• Educate patients, families, and community members about NCH through private discussions and community events/engagements.

• Leads the Patient Experience Committee.

• Be involved with community resources who would do special events to enhance the patient experience.

• Provide tours to patients and their stakeholders as needed.

• Organize Family Support groups as needed

• Make recommendations for improvements in operational processes to improve the patient experience at NCH

• Organize and maintain a Family Resource handbook.

• Liaisons with Leadership and treatment team members ensure any positive or negative feedback from patients, families, or other stakeholders as needed.

• Presents a positive and helpful working relationship with all external case managers/representatives and community agencies.

• Resolves patient's family or support person's complaints or concerns to appropriate team members and follows up to ensure resolutions are acceptable to all parties.

• Helps with special projects at the facility as direct by the supervisor to improve processes.

• Exhibits professional, positive demeanor to patients and relevant parties, offering constructive communication, cooperation, and assistance to ensure a satisfactory outcome of the patient's treatment.

• Provides effective assistance and promotes positive relations with co-workers to achieve a collaborative team approach.

• Performs other duties as assigned.

POSITION QUALIFICATIONS:

EDUCATION:

• Bachelor's Degree in health care field preferred.

EXPERIENCE:

• Experience in case management and/or advocacy.

• Strong background in healthcare.

• 3-5 years of direct patient healthcare experience

LICENSURE/CERTIFICATION:

• None