Patient Advocate

Patient Advocate City of Hope's mission is to make hope a reality for all touched by cancer and diabetes. Founded in 1913, City of Hope has grown into one of the largest and most advanced cancer research and treatment organizations in the U.S., and one of the leading research centers for diabetes and other life-threatening illnesses. City of Hope research has been the basis for numerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute-designated comprehensive cancer center that is ranked top 5 in the nation for cancer care by U.S. News & World Report at its core, City of Hope’s uniquely integrated model spans cancer care, research and development, academics and training, and a broad philanthropy program that powers its work. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and cancer treatment centers and outpatient facilities in the Atlanta, Chicago and Phoenix areas. Schedule Monday-Friday, 7:45 AM - 4:15 PM Fully Onsite, No weekends or holidays Job Responsibilities Patient Advocates shall provide exemplary customer service to all guests of City of Hope Chicago, including off-site outpatient clinics. The role will serve as a liaison between patients, caregivers/families, the patient's care team, ancillary/support departments (i.e., Risk, Social Services, Compliance, etc.), and management by sharing the patient's perspective, questions, and/or concerns, including formal grievances. The Advocate will strive to resolve concerns promptly and ensure thorough and proper documentation is completed in the patient satisfaction database. They will oversee report management within the patient satisfaction database and provide reports to department leaders and Administration. The Advocate will build rapport with patients by welcoming them to City of Hope during New Patient Orientation and sharing essential hospital information and resources. The Advocate will also serve as the hospital's central contact for language access services, including interpreter and translation coordination. Position Qualifications Associate's degree Two years of Patient Advocate or customer service experience Preferred Qualifications Bachelor's Degree Certified Health Care Interpreter (Spanish) Preferred Skills Experience handling difficult or sensitive situations with professionalism and empathy. Strong conflict resolution and de-escalation skills. Comfortable with public speaking and presenting information during New Patient Orientation sessions. Experience scheduling and leading care conferences to address patient concerns and facilitate resolution. Excellent documentation skills with attention to detail and accuracy. Ability to handle sensitive and confidential information while maintaining patient privacy. Experience receiving and managing incoming calls through a patient relations or customer service line. Strong interpersonal, communication, and relationship-building skills. Ability to collaborate effectively with patients, families, providers, and multidisciplinary teams. City of Hope is an equal opportunity employer. City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location. Each of us at City of Hope believes in and is dedicated to turning hope into reality. Every researcher, nurse, doctor, administrative professional or IT specialist brings his or her unique creativity and talent to the fight against cancer, diabetes and other life-threatening illnesses. Whether your interest is in the clinical, business, science or support service area, at City of Hope you will collaborate with the best and brightest colleagues, be challenged by engaging tasks and impact the lives of many people. #J-18808-Ljbffr MRM Midwestern Regional Medical Center