Patient Advocate Risk -RN
Effectively interprets and communicates the institution’s philosophy, policies, procedures and services to patients, their families and visitors. Serves as a liaison between patient/ family members, all hospital departments and administration.
DUTIES AND RESPONSIBILITIES
Consistently supports and communicates the Mission, Vision, and Values of St. Joseph Medical Center.
Upholds the Standards of Conduct and Corporate Compliance.
Responds in a timely manner to identify and resolve concerns expressed by patients, family members, visitors, patient representatives, insurers or other complaint sources. Facilitates timely and thorough resolution of concerns using facility procedures.
Promotes a culture of responsiveness and safety in the course of daily work.
Consistently documents patient/ visitor encounters according to departmental procedures. Composes written correspondence to patients or their families or representatives, and regulatory or payor sources in a clear, concise and compassionate manner, ensuring grammatical accuracy and succinctness of thought.
Adheres to regulatory guidelines with regard to patient privacy laws. Maintains confidentiality of all patient, hospital or physician information by using discretion when discussing patient matters.
Provide staff and leadership updates on complaints, grievances, analysis, trends, and other data as needed.
Participates in Risk and Quality department initiatives.
Enhances the patient experience by fostering a positive relationship with customers, including SJMC staff and physicians.
Support hospital initiatives by reviewing patient satisfaction surveys to focus and implement proactive interventions.
Identify system-issues via patient/visitor data, and work collaboratively with physicians, administration and staff to resolve issues effectively and efficiently.
Cultivate systems and processes which support and illicit staff and patient feedback to improve and sustain excellent patient satisfaction scores.
Promotes stewardship of hospital resources.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES
High School Diploma/ GED Required
Associates Degree with a focus in Nursing or Health care administration.
Minimum 3 years work experience in a clinical acute care setting. Advanced knowledge of MS Word, critical thinking and interpersonal skills.
Able to effectively communicate in oral and written English language.
LVN with minimum of 5 years experience in acute care setting.
Or RN with minimum of 2 years experience in acute care setting. Bachelor’s Degree preferred. Experience working with adult patients, psychiatric patients and Spanish speaking patients preferred.
General understanding of state requirements for patient advocacy in a hospital setting preferred.