Full-Time Advocate

Job Title: Patient Advocate
Description Employment Status:Full timeShift:Day (United States of America)Facility:1906 Belleview Ave SE - Roanoke CP07 Carilion Medical Center.
Requisition Number:R159139 Patient Advocate (Open)
How You'll Help Transform Healthcare:This position will provide frontline risk management through the intake, investigation, and either resolution or escalation of complaints and grievances from patients, family members, and visitors. The Patient Advocate will exercise autonomy in determining the optimum method of management to ensure the best possible outcome for all involved. The Patient Advocate will also provide support to Carilion Clinic staff by assisting with communication between staff and patients and families and acting as liaison when appropriate. The Patient Advocate will utilize critical thinking and advanced problem-solving skills.

Promotes Carilion Clinics Culture of Service Excellence and quality through teamwork, respectful communication, maintenance of a professional environment, partnership with those we serve, and anticipation of patient/customer needs.
Applies communication skills, de-escalation techniques, and resolution strategies to the management of patient, family, and visitor complaints and grievances.
Receives and process calls, letters, visits or other notifications of complaints. Reports potential claims to the Director of Patient Advocacy as needed.
Investigates complaints by actively working with managers/directors of affected areas to determine issues. Determines the location of the event incident, requesting medical records, obtaining release from patient for access to medical records from outside facilities, when necessary. Meets with patients, families or involved persons and investigates complaints and concerns.
Determine completeness of complaint response and forwards the information to Director for final review. Drafts letters to patients and families and prepare for Director's signature.
Following the investigation of a complaint/grievance determines the appropriate disposition for that complaint /grievance (resolution, escalation, or response and closure). Works within the parameters established by departmental policy.
Proactively provides education and support to patients, families, visitors, providers, and staff through regular rounding in clinical areas and practice sites. Educates and orients staff regarding the Department of Patient Advocacy and provides other educational opportunities as appropriate.
Provides accurate and up-to-date complaint and grievance information to the Director on a monthly basis for incorporation into report to Grievance Committee. Orients new employees and may provide guidance to volunteers, students, and support or contract staff.
Confidentiality: Accesses, enters and/or updates confidential information as a regular responsibility of the job. Appropriately shares information in performance of job. Makes decisions based on confidential information. Appropriately shares information in performance of job with Director.
What We Require: Education: High school diploma or GED required, Bachelors preferred.

Experience: One year of experience in a patient care or customer service area. 3,000 hours or 50 percent of full-time job duties within the last three years dedicated to healthcare risk management in a healthcare setting or with a provider of services (e.g. consultant, broker, or attorney) to the healthcare industry.
Licensure/Certifications/Registration: Demonstrated history of compliance and confidentiality required.
Often communicates with state, legal and other representatives and serves as a front-line contact. Tools used may include but are not limited to Microsoft Word, Power Point, Excel, SMS, SoftMed.
Work is generally performed in an office environment and involves sitting, standing or walking. Light effort is required to carry boxes, office supplies or use light tools. Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at View phone number on click.appcast.io, 8:00 a.m. Monday through Friday.
Benefits, Pay and Well-beingat Carilion Clinic Carilion understands the importance of prioritizing your well-being to help you develop and thrive. That's why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life - at work and when you're away.

Comprehensive Medical, Dental, & Vision Benefits
Employer Funded Pension Plan, vested after five years (Voluntary 403B)
Access to our health and wellness app, Virgin Pulse
Continued education and training