Patient Advocate

Patient Experience Coordinator

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advanced technology. Capital Health is a dynamic health care resource accredited by the DNV that includes two hospitals, an outpatient center, satellite ED, and an expansive network of primary and specialty care. Capital Health Medical Group is made up of more than 600 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Capital Health recognizes that attracting the best talent is key to our strategy and success as an organization. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we can attract the best candidates.

The listed pay range or pay rate reflects compensation for a full-time equivalent (1.0 FTE) position. Actual compensation may differ depending on assigned hours and position status (e.g., part-time).

$20.50 - $26.64

Scheduled Weekly Hours: 40

Summary:

Facilitates communication between providers, patients and families about their plan of care and diagnosis. Liaises with doctors, nurses and administrators on the patient's behalf. Interviews patients and/or families to identify problems related to care and coordinates hospital resources to address patient/family needs. Takes patients' complaints and resolves issues or communicates to Patient Experience Manager for further investigation. Rounds on patients as directed by Patient Experience Manager. Communicates any outstanding issues to administration for resolution. Explains hospital policies, procedures and patients' rights to patients and their families.

Minimum Requirements:

Education: High school diploma or GED.

Experience: Two years of relevant experience in guest relations, hospitality, or in a comparable customer-service oriented position. Healthcare experience strongly preferred.

Knowledge and Skills: Excellent ability to communicate effectively with all levels of the organization. Excellent phone etiquette and phone communications skills. Must possess strong customer service, communication, organizational & interpersonal skills. Bilingual (English and Spanish) preferred. Knowledge of medical terminology preferred.

Mental, Behavioral and Emotional Abilities: Demonstrates multi-tasking abilities. Creative, self-motivated and patient-centered. Strong team player.

Usual Work Day: 8 Hours

Essential Functions:

• Facilitates communication between providers and patients about their treatment plan and diagnosis. Speaks with doctors, nurses, and administrators on the patient's behalf.
• Interviews patients and families to identify problems related to care. Coordinates appropriate health care resources within the hospital to address patient/family needs.
• Takes steps to follow-up on and resolve patient complaints.
• Successfully interacts in stressful situations with patients and their families to ensure high quality outcomes. Exercises discretion and judgment while investigating all concerns and issues to bring about resolutions that balance, to the extent possible, patient satisfaction with organizational needs. Maintains timely communication with patients. Explains policies, procedures or services to patients and families.
• Rounds regularly on patients as instructed by the manager of the department. Responds appropriately to guests' concerns or complaints in a timely manner. Takes complaints from patients and addresses complaint or refer to Patient Experience Manager as appropriate.
• Communicates any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Provides accurate information to patients and families on Patient Rights. Communicates effectively while being sensitive to an educationally and culturally diverse population. Clearly communicates details of Advance Directives, living wills and durable powers of attorney for health care as requested and seeks expert resources as necessary.
• Interacts with recently admitted patients, orienting them to the hospital room and hospital services, addressing any initial issues.
• Projects an approachable and professional image. Maintains patient confidentiality and discretion. Follows all the organization's policies and procedures.
• Works well in a fast-paced medical facility. Remains calm during emotional conversations. Builds strong relationships with patients and colleagues. Fills in for Patient Experience Manager as needed.
• Performs other duties as assigned.

Physical Demands and Work Environment:

• Frequent physical demands include: Sitting, Standing
• Occasional physical demands include: Climbing (e.g., stairs or ladders), Carry objects, Push/Pull, Twisting, Bending, Reaching forward, Reaching overhead, Squat/kneel/crawl, Wrist position deviation, Pinching/fine motor activities, Keyboard use/repetitive motion
• Continuous physical demands include: Walking
• Lifting Floor to Waist 15 lbs. Lifting Waist Level and Above 10 lbs.
• Sensory Requirements include: Accurate Near Vision, Accurate Far Vision, Color Discrimination, Minimal Depth Perception, Minimal Hearing
• Anticipated Occupational Exposure Risks Include the following: Bloodborne Pathogens, Chemical, Airborne Communicable Disease, Extreme Temperatures, Radiation, Uneven Surfaces or Elevations, Extreme Noise Levels, Dust/Particulate Matter

This position is eligible for the following benefits:

• Medical Plan
• Prescription drug coverage & In-House Employee Pharmacy
• Dental Plan
• Vision Plan
• Flexible Spending Account (FSA)
• Healthcare FSA
• Dependent Care FSA
• Retirement Savings and Investment Plan
• Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance
• Supplemental Group Term Life & Accidental Death & Dismemberment Insurance
• Disability Benefits Long Term Disability (LTD)
• Disability Benefits Short Term Disability (STD)
• Employee Assistance Program
• Commuter Transit
• Commuter Parking
• Supplemental Life Insurance
• Voluntary Life Spouse
• Voluntary Life Employee
• Voluntary Life Child
• Voluntary Legal Services
• Voluntary Accident, Critical Illness and Hospital Indemnity Insurance
• Voluntary Identity Theft Insurance
• Voluntary Pet Insurance
• Paid Time-Off Program

The pay range listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining base salary and/or rate, several factors may be considered including, but not limited to location, years of relevant experience, education, credentials, negotiated contracts, budget, market data, and internal equity. Bonus and/or incentive eligibility are determined by role and level.

The salary applies specifically to the position being advertised and does not include potential bonuses, incentive compensation, differential pay or other forms of compensation, compensation allowance, or benefits health or welfare. Actual total compensation may vary based on factors such as experience, skills, qualifications, and other relevant criteria.