The Patient Advocate is an individual with strong interpersonal skills. Must be empathetic and patient to deal with a variety of patient issues. Must be able to work independently. Patient Advocate supports performance improvement activities by responding to patient and family concerns. Ensures Patient Advocate rounds and patient visits are done daily. Responds to patients' complaints and works with appropriate department managers to resolve issues timely. Will anticipate problems before they occur and act to prevent them. Must have strong problem solving skills. Must have knowledge of DHEC, CMS and Joint Commission standards relating to patient rights, grievances and complaints. Strong analytical and presentation skills a must. Will be a resource for running and analyzing customer satisfaction reports for all areas of the organization. Must understand performance improvement concepts such as PDCA and LEAN Methods to utilize it to improve customer satisfaction. Will maintain database for lost items. Will trend and track complaints and grievances and provide reports to quality on a monthly and quality basis. Will work with organization departments to improve advocacy and patient satisfaction. Provide emotional support in crisis situations such as death, loss of limb or diagnosis of a catastrophic nature. Have good conflict management skills. Provides support to volunteer program and participates in training of volunteers and employees.
Bachelors or Master's Degree in Psychology, Social Sciences, Communications, or related field.
Minimum 5 years hospital related experience. Clinical experience and previous patient advocate experience preferred.