Patient Advocate Sr

The Patient Advocate is charged with helping a patientrsquo;s hospital journey go as smoothly as possible by acting in the best interest of the patient. Dignity, respect, and consideration are the cornerstones of patientsrsquo; rights.The advocate operates within an ethical construct, seeks to promote the patient#39;s interest first and foremost, and then promotes relationships between staff and patients. These efforts lead to a more positive and individualized healthcare experience, recognizing the diversity and uniqueness of each person. The advocate proactively communicates and demonstrates the concern and responsiveness of the patient advocacy service and provides a specific channel through which patients can seek solutions to problems, concerns, and unmet needs. The Patient Advocate requires providing service to all age populations- from infants to frail elderly, in a manner that demonstrates an understanding of the functional/developmental age of the individual served,

• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.

• Investigate and manage complaints by patients, their families, visitors, staff members, and other healthcare consumers and work with all necessary parties toward a complaintrsquo;s resolution. The Patient Advocate will comply with federal regulations from HIPAA, CMS guidelines, and various patientsrsquo; rights laws.

• Intervene in crises and negotiate resolutions between conflicted parties.

• Proactively round on patients and families while in the hospital.

• Works closely with the nurse manager, physician, nursing staff and other clinical and non-clinical members to investigate the goals of resolution of the complaint/situation.

• Document all complaints, grievances, and interactions in the electronic feedback system and work independently or support Quality and Safety with complaints and grievances through the case#39;s close.

• Other Duties as assigned.

Must possess self-motivation, excellent interpersonal and communication skills. Letter writing samples are required at application.

Demonstrated mediation, conflict resolution and crisis intervention skills required.

Computer proficiency must be demonstrated in word processing as well as applications necessary to fulfill department procedures.

Education:

Associatersquo;s Degree

AND

Experience:

Three years of experience working in a service-oriented organization, preferably in a healthcare setting required.