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Inspire health. Serve with compassion. Be the difference. Job Summary The Patient Advocate Representative represents Prisma Health with patients, families, and visitors in responding to concerns and providing service recovery. Partners with RN Patient Advocates to address more clinically focused concerns. Coordinates the resolution of complaints and grievances with leaders and physicians across the continuum of care including acute, post-acute, and ambulatory care settings in compliance with CMS guidelines and other regulating bodies. Partnering with Patient Experience, uses continuous improvement methodologies to support leaders in proactively addressing performance gaps in an effort to improve care delivery. At all times, models exemplary patient experience and professionalism.
Essential Functions
All team members are expected to be knowledgeable and compliant with Prisma Health's values: Inspire health. Serve with compassion. Be the difference. Complaints and Grievances: Responds to concerns received via phone, in person and in writing. Coordinates prompt, sensitive, and professional resolution to each concern, tracking and monitoring actions taken by those involved in investigating the complaint. Partners with patient safety, quality and risk management to address more clinically focused complaints and grievances. Ensures all regulatory guidelines are followed. Appropriately tracks concerns in the electronic event reporting system. Produces applicable reports to track progress Service Recovery: Serves as a liaison between providers, team members and patients/families to facilitate two-way communication, support, and information. Responds to difficult situations with patients/families across the continuum of care using service recovery methodologies such as de-escalation to resolve concerns. Effectively coach leaders and team members in service recovery methodologies to reinforce the importance of resolving concerns at the point of care. Self-Accountability: Is self-motivated, meets deadlines, and is highly reliable in keeping assigned meeting times with teams and leaders on a regular cadence. Engagement: High degree of self-awareness with the ability to adapt to an individual's or group's needs by meeting them where they are. Models' exemplary patient experience and professionalism at all times. Effectively teams across the organization, while demonstrating characteristics that support a psychologically safe environment. Participates in Patient Family Advisory Councils and organizational committees as assigned. Performs other duties as assigned.
Supervisory/Management Responsibilities
Minimum Requirements
Education - Bachelor's degree in Psychology, Social Work or other related field of study. Experience - Three (3) years of Customer Service, Patient Advocacy, Conflict Management, and/or Healthcare Experience
In Lieu Of
Knowledge, Skills and Abilities
Strong interpersonal communication skills (written and verbal) Strong time management and organization skills Basic knowledge of CMS Conditions of Participation Ability to handle multiple projects in a face paced environment Confident positive attitude Appreciation of diversity and multiculturalism Ability to work independently and build working relationships throughout the organization High Emotional Intelligence Ability to juggle between local and corporate responsibilities Knowledge of office equipment. Proficient computer skills Data entry skills Math skills
Work Shift Day (United States of America)
Location Parkridge
Facility 7001 Corporate
Department 70018010 Clinical Care Experience - Patient Advocacy
Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.
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Prisma Health
Sep 10, 2024