Patient Advocate

Job Title

Under guidance and general supervision provides high level of customer service by functioning as the central communication link between patients, UMROI and the community. Answers patients/families questions, receives and resolves complaints; assists with the patient's comfort needs and provides information regarding hospital stay. Collects and reports data regarding patients/families hospital stay and staff sensitivity to patients/families. Provides coordination of support services and facilities management services so that a comfortable and well maintained environment exists for patients, guests, and others.

Demonstrates and observes UMROI guest relations practices in providing information to guests in accordance with established institutional policies and procedures. Provides patients with information regarding hospital stay prior to admittance when requested. If foreign, provides or arranges for information in language appropriate format. Answers guests' questions by providing information on hospital services, local events and services as well as community activities. Provides information regarding travel, lodging and meal accommodations as requested. Assures that assistance, escort and parking services are provided to any guests as needed. Acts a communication liaison between medical staff and family while patient is receiving treatment or undergoing procedures. Accompanies medical/ancillary staff on rounds and provides appropriate intervention when necessary. Resolves customer issues in a timely and professional manner. Resolves disputes and failures to provide reasonable service in the most expeditious manner possible. Provides information and facilitates issues to resolution among various department heads and patient care services managers as necessary and appropriate. Develops and maintains communication and record system for tracking complaints and collects qualitative and quantitative data. Provides coordination of support and facilities services to ensure that supplies, food, and services for patients are delivered in an appropriate and timely manner. Maintains continuous knowledge of the condition of the environment on the unit and reports adverse conditions as indicated. Collaborates with other hospital services to ensure the appropriate level of cleanliness and safety on the unit and in public areas such as lobbies and hallways. Performs minor housekeeping tasks as required. Ensures that the proper healing environment is maintained in the best interest of patients and their families. Establishes and maintains professional relationships with patients, families, peers, and other members of the health care team. Attends all mandatory hospital in-services related to patient advocacy and the department.

Work Experience

High School Diploma or equivalent (GED) is required. Bachelor's degree preferred. Three years concierge or related customer service experience is required. Experience in an acute care facility or equivalent is preferred. CPR certification required.

Knowledge, Skills and Abilities

Knowledge of computer operations (i.e. Microsoft Office programs such as WORD or Excel) for reports and patient information retrieval. Ability to set-up and/or operate specialized patient care equipment. Highly effective interpersonal and verbal skills including courtesy, resourcefulness, and efficiency in answering questions, giving directions, locating appropriate hospital personnel and explaining hospital policies and procedures are necessary. Ability to demonstrate positive guest relations while dealing with difficult guests, being courteous, and practicing effective listening and problem solving skills. Ability to demonstrate knowledge and skills necessary to provide care appropriate to the age of the patients served on the assigned unit. Ability to facilitate system wide training sessions as a component of a UMMS Customer Service Program. Ability to demonstrate knowledge and skills necessary to provide care appropriate to the patient population(s) served. Ability to demonstrate knowledge of the principles of growth and development over the life span and ability to assess data reflective of the patient's requirements relative to his or her population-specific and age specific needs.