Patient Advocate (Financial Advocate)

LOCATION : KONA COMMUNITY HOSPITAL | Patient Accounting

POSITION STATUS: 1.00 | Permanent


SALARY RANGE: BU13 | SR20

SALARY RATE: $59,532.00 - $84,828.00 (Annual Salary) based on the FTE

JOB DUTIES: The Patient Advocate contributes to quality patient care at KCH by providing a communication link between patients, families, and the hospital and KCH clinics. Responsibilities include routine rounding on patients/families, addressing patient/family complaints in real time, investigating and handling difficult situations and facilitating for positive responses and grievance resolution; tracking complaint information; tracking and following up on patient claims to the State Department of Accounting and General Services (DAGS); providing statistical data; analyze patient experience data and participate in patient experience improvement efforts, and other duties as assigned.


THE MINIMUM QUALIFICATION REQUIREMENTS ARE: Applicants must meet all of the following requirements. Please note that unless specifically indicated; the required education and experiences may not be gained concurrently. In addition, qualifying work experiences are based on a 40-hour work week.

Knowledge and Abilities Required: Knowledge of: Principles and practices of customer service, public relations and investigations; Health Care organizations; report writing; computer skills; medical terminology; Health Insurance Portability Accountability Act (HIPAA) regulations; hospital policies and procedures; State/Federal Public Health Laws.


Ability to: Establish and maintain effective working relationships with personnel possessing a wide range of educational and work experience backgrounds; understand and apply laws, agency regulations, and other pertinent guidelines and requirements; analyze facts and statistical data; speak effectively before groups; prepare statistics and written reports; make sound observations and recommendations; deal tactfully and effectively with people; prepare clear and concise reports; and supervise the work of others.

Education Requirement : Bachelor's degree from an accredited four (4) year college or university in Healthcare Administration, Psychology, Sociology, Communications, Public Relations, Nursing, Social Work, or related field.


Experience Requirement: Two (2) years of progressively responsible professional work experience in a healthcare setting with administrative, analytical, customer service, community organization, or patient relations programs. Demonstrated ability to identify, collect, and analyze data; recommend solutions for a course of action in accordance with rules, regulations, and/or other guidelines; communicate effectively, orally and in writing; and plan, organize, and carry out assigned activities independently.

Selective Certification: Specialized knowledge, skills and abilities may be required to perform the duties of some positions. In such positions, applicants must possess the pertinent experience and/or training required to perform the duties of the position.

Departments requesting selective certification must show the connection between the kind of training and/or experience on which they wish to base selective certification and the duties of the position.

Physical Requirements: Applicants must be physically able to perform, efficiently and effectively, the essential duties of the position which typically require the ability to read without strain printed material the size of typewritten characters, glasses permitted, and the ability to hear the conversational voice, with or without a hearing aid, or the ability to compensate satisfactorily. Disabilities in these or other areas will not automatically result in disqualification. Those applicants who demonstrate that they are capable of performing the essential functions of the position will not be disqualified under this section. Any condition which would cause applicants to be a hazard to themselves or others is cause for disqualification. Any disqualification under this section will be made only after a review of all pertinent information including the results of the medical examination, and requires the approval of the VP/Director of Human Resources.


Mental/Emotional Requirements: All applicants must possess emotional and mental stability appropriate to the job duties and responsibilities and working conditions.
ALL CIVIL SERVICE JOB VACANCIES WILL BE POSTED FOR A MINIMUM OF TEN (10) CALENDAR DAYS

The Hawaii Health Systems Corporation is an equal opportunity employer and complies with applicable state and federal laws relating to employment practices

QUALITY OF EXPERIENCE: Possession of the required amount of experience will not in itself be accepted as proof of qualification for the position. Overall paid or unpaid experience must have been of such scope and responsibility as to conclusively demonstrate that you have the ability to perform the duties of this position. Provide a detailed description of your duties and responsibilities. If you worked on a part-time basis, indicate the average number of hours worked per week. Please note that experience will be based on a 40-hour workweek. Note: We will not postpone the recruitment process because of your failure to provide accurate and complete information concerning your qualifications.


MERIT OR CIVIL SERVICE SYSTEM: You must meet the minimum qualification requirements, including education, experience, other public employment requirements for State Civil Service employment, and HHSC Standards of Fitness. Only those applicants that are scheduled for an interview with the hiring manager will be contacted.


CITIZENSHIP AND RESIDENCE REQUIREMENT: Applicants must be a citizen, national or permanent resident alien of the United States or a non-citizen eligible under the federal law for unrestricted employment and at the time of appointment intend to reside in the State of Hawaii during the course of employment with the Hawaii Health Systems Corporation.


VETERAN'S PREFERENCE: If you are claiming Veteran's Preference, you must submit a copy of your DD214 and/or other substantiating documents specifying the periods of your service.


HEALTH AND PHYSICAL REQUIREMENTS: Applicants must meet the health and physical requirements deemed necessary to effectively and safely perform the essential functions of the position with or without reasonable accommodation. Hawaii Health Systems Corporation is committed to making reasonable accommodations on a case-by-case basis. Applicants seeking reasonable accommodations should be ready to discuss the accommodation sought so that a determination can be made that such accommodation is reasonable and would not cause the employer undue hardship.


MEDICAL/PHYSICAL EXAMINATION REQUIREMENT: Offers of employment will be contingent on successfully passing a pre-employment physical examination, which includes drug screen and other regulatory medical requirements such as, but not limited to, two-step tuberculosis (TB) screen. The cost for physical examinations, except the cost for drug screening, shall be borne by the applicant and not the Hawaii Health Systems Corporation.


CRIMINAL/BACKGROUND, CREDENTIALING CHECKS: Applicable checks will be conducted periodically, and any associated costs may be borne by the applicant. Applicable checks may include, but are not limited to, state and federal criminal history records, child abuse and neglect registry check, adult protective services registry and sex offender registry records, etc. If a job offer is made or employment is begun prior to completion of all applicable checks, any offer of employment or continued employment is contingent upon satisfactory return of all required checks.


IMPORTANT APPLICATION/EMPLOYMENT INFORMATION


Administrative Review, subsequent appeals: If you do not agree with a decision made by the Employment Office as to your non-qualification or non-selection for a position, you may complete a Request for Administrative Review form (available on the HHSC website) or you may submit a written request within twenty (20) days from the date of your sent notice to the Regional Chief Executive Officer/Designee. Your letter requesting the Administrative Review must include: 1) The job title(s) and recruitment number(s), 2) the specific reason(s) you are requesting the review noting if there is statute or rule violation, and 3) any additional information you want to submit to substantiate your request. If you do not submit your request within the twenty (20) days deadline, no Administrative Review will be conducted. Since the Administrative Review is a prerequisite to subsequent steps, failure to utilize this process will make you ineligible for subsequent appeals. The administrative review, formal complaint and/or appeals hearing will not necessarily postpone the recruitment process and/or rescind a selection. If you do not agree with the Administrative Review, you may file a Formal Compliant and then, if you are still not satisfied, you can appeal to the HHSC Merit Appeals Board.


CONTACT INFORMATION : KONA COMMUNITY HOSPITAL is located at 79-1019 Haukapila Street Kealakekua, HI 96750. For employment opportunities, please contact View phone number on click.appcast.io, email: View email address on click.appcast.io or visit our website at


Persons with Disabilities may contact the Recruitment Office to discuss special needs in applying at View phone number on click.appcast.io, View email address on click.appcast.io.