Patient Advocate II - Patient Relations

Department

10663 Wake Forest Baptist Medical Center - Teammate Activities and Events

Status

Full time

Benefits Eligible

Yes

Hours Per Week

40

Schedule Details/Additional Information

Business Operating Hours, Mon-Friday, 8a-5p.

Pay Range

$25.30 - $37.95

EDUCATION/EXPERIENCE: Bachelor?s Degree in sociology, psychology, communications, or other human relations discipline required. 3+ years of experience in hospital patient relations or comparable experience in a related field may be considered. Knowledge of medical terminology and Medical Center service lines/chain of command preferred REPORTS TO: Patient and Family Relations management LICENSURE, CERTIFICATION, and/or REGISTRATION: N/A ESSENTIAL FUNCTIONS: 1. Identifies concerns, responds to and provides follow-up to ensure patient/family resolution, satisfaction, and documentation for further analysis regarding maintaining/improving quality of care in the institution. Maintains patient confidentiality. 2. Documents concerns for later analysis in order to maintain and improve the quality of care in the institution. 3. Investigates and resolves patient/family problems with Medical Center departments by referral to appropriate departmental supervision. 4. Performs duties and conducts interpersonal relationships in a manner designed to project a positive image of the Medical Center. 5. Ensures that all contacts with patients, the public, physicians and other hospital staff are carried out in a prompt and courteous manner. 6. Promotes a caring and compassionate environment. 7. Assists in the compilation of monthly Patient Relations reports. 8. Maintains professional knowledge by participating in hospital-required trainings, attending conferences, and providing education/training around patient-and-family centered care. 9. Provides age/developmental appropriate care in accordance with Age/Developmental Specific Care Guidelines for the specific age groups served when interacting with patient?s families. 10. Performs other duties as assigned i.e., covering the front desk, occasional rounding on units, etc. SKILLS & QUALIFICATIONS: Exceptional interpersonal and problem solving skills, dedicated to improving care and communication throughout the Medical Center. Ability to deal with high level of stress calmly and effectively with people who may be emotional Exceptional oral and written communication skills Professional appearance Interacts with coworkers in an effective, positive, and professional manner to encourage a cohesive work environment Conflict resolution skill, team player, work independently, gentle assertiveness, ability to work with diverse patients and family members and all levels of professional and administrative staff. WORK ENVIRONMENT: Clean, well-lit, office environment Subject to many interruptions Occasionally subject to irregular hours Contact with patients under wide variety of circumstances High stress levels at times PHYSICAL REQUIREMENTS: 0% 35% 65% to to to 35% 65% 100% N/A Activity X Standing X Walking X Sitting X Bending X Reaching with arms X Finger and hand dexterity X Talking X Hearing X Seeing Lifting, carrying, pushing and or pulling: X 20 lbs. maximum X 50 lbs. maximum X 100 lbs. maximum

Our Commitment To You

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits And More

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.

Manages relationships between patients, families, and Medical Center personnel. Serves as a liaison and mediator for both internal and external parties when concerns and challenging situations arise. Compiles information for investigation, classifies concerns and grievances, determines appropriate follow-up actions, and facilitates resolution of problems. Maintains timely and strictly confidential documentation to be used when accrediting bodies review patient care and hospital procedures. Presents him/herself professionally, has excellent interpersonal and communication skills, and is dedicated to improving care and communication throughout the Medical Center. Handles moderately complex issues and problems, and refers more complex issues to higher-level staff. Possesses solid working knowledge of subject matter. May provide leadership, coaching, and/or mentoring to a subordinate group.