Patient Advocacy Specialist

Department: 11204 Enterprise Corporate - Risk Management

Status:

Full time

Benefits Eligible:

Yes

Hou rs Per Week:

40

Schedule Details/Additional Information:

Full time, Monday - Friday 10:00am-6:30pm, and this role will be onsite.

Pay Range:

$25.30 - $37.95

Major Responsibilities:
Addresses, coordinates, or refers all patient issues and concerns appropriately for the purpose of resolution. Responsible individuals/areas are identified and issues communicated appropriately for investigation and follow up with patients related to the resolution of their concerns and/or next steps in the process of resolution.

• Represents ALGH administration in resolution of complaints process and negotiates financial resolution of patients' concerns/issues related to lost belongings.

• Facilitates and supports those areas investigating the loss of missing patient articles and in consultation with the manager, determines a financial resolution as necessary after investigation. Facilitate the financial replacement for lost belongings as appropriate.

• Triage all incoming concerns (phone, walk-in, survey, and staff) to the appropriate department for a response and/or resolution.

• Proactively communicates with administrators, managers, and supervisors advising on patient satisfaction information.

• Manages the patient relations database, entering issues and running reports.

• Coordinates the flow and distribution of information via reports to the ALGH Executive Committee, Administration, and department managers on a quarterly basis or as requested.

• Assists departments in recognizing trends and working on process improvement plans to eliminate areas of customer dissatisfaction, and sits on performance-improvement teams as necessary.

• Recommends educational programs and training sessions to areas as needs are identified.

• Models customer-focused behavior in all interactions.

• Assists in the development of policies and procedures related to patient relations function.

Interpretive Support Receives requests for interpreter assistance for non-English-speaking patients and coordinates contracted language or telecommunication interpreting services for requesting areas.

• Creates and monitors reports to determine usage rates, trends, and volumes in ALGH language interpretation.

• Assists as needed in filling requests for various patients/situations within the appropriate timeframes.

• Oversees the usage of contracted language interpretation services for ALGH.

• Institutes diplomatic process for collaboration, feedback, and communication with all hospital staff and enables and encourages comprehension of the importance of meeting patients' and families' needs through voice provided.

• Interacts sensitively with diverse population and exhibits empathy toward individuals in all situations.

• Participates in annual evaluation of interpreter services.

Interpretive Support Receives requests for sign language interpreting/deaf services and coordinates assignment with independent contractors, interpreters, and requesting area.

• Collaborate with administrative coordinators to provide coverage 24 hours/day to schedule interpreters for emergent needs.

• Maintains an up-to-date list of qualified sign-language interpreters/independent contractors.

• Schedules interpreters as needed by patients and medical staff for communication related to care or for care conferences.

• Monitors billing from sign-language interpreters and authorizes payment of invoices. Provides copies to the manager for expense tracking.

• Maintains inventory and directs the delivery and training for TTD/TTY phones for patients' use in hospital.

• Maintains database on interpreters needed to track costs and usage.

Responsible for ongoing education and development

• Participates in educational offerings and completes annual safety requirements.

• Incorporates new skills into daily job accountability.

• Maintains confidentiality and respects right to privacy.

• Identifies and communicates quality, risk, and patient safety issues and opportunities to the manager.

• Receives invoices, creates Accounts Payable vouchers, make copies and sends originals to Manager for approval.

• Is sensitive to and stays within the boundaries of the annual budget by keeping requests for spending to a minimum.

Education/Experience Required:

• Bachelors degree or equivalent in healthcare field 2+ years experience in healthcare field

Knowledge, Skills & Abilities Required:

• Typing 35 wpm preferred. Basic Computer skills Excellent communication skills. Excellent telephone manners.

Physical Requirements and Working Conditions:
Able to handle multiple complex tasks due to turnaround times in getting interpreters/translators and issues resolved for patients. Calm presentation for high, constant public contact and able to deal with irate patients. Must be flexible with time; to ensure 24/7 coverage with page in collaboration with Administrative Coordinator. Resiliency and flexibility to work within a rapidly changing environment. Expertise in relationship building.

If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training

• Premium pay such as shift, on call, and more based on a teammate's job

• Incentive pay for select positions

• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs

• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability

• Flexible Spending Accounts for eligible health care and dependent care expenses

• Family benefits such as adoption assistance and paid parental leave

• Defined contribution retirement plans with employer match and other financial wellness programs

• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.